Collections Process Lead

Short Description

As a member of the team, you will participate in meeting service levels, key measurement targets of the team, delivers a high quality and cost-effective service and oversees the process (or part of process) and customer service decisions according to Capgemini methodologies, desk-top procedures and policies. You can take leadership to ensure the delivery of a customer focused service with highly proficient process knowledge, the ability to innovate and continually strive to improve the process and services delivered to the client.

Qualifications

• Languages: English and Dutch – minimum B2 level
• Microsoft Excel skills
• Customer service skills
• Strong interpersonal and negotiation skills
• Team player attitude
• Be familiar with standard analysis tools/techniques
• Read analytical reports and interpret them in the given context and can apply sound levels of logic to tasks undertaken
• Minimum 1 year of experience in financial area (O2C roles preferably)
• Apply process improvement methodologies to the area of expertise for the continuous improvement purposes
• Keep abreast of technology technological developments, their strengths and weaknesses and suggest technology related improvements within the given area of expertise
• Be aware of the business context for the analyzed data and can draw insights and makes relevant recommendations with coaching"
• Understand KPI measures and their impact on profitability
• Identifies and escalates out-of-scope requests
• Displays ability to propose improvements to optimize and increase efficiency and effectiveness within the delivery

Job Responsibilities

• Responsible for the day-to-day management of the client’s Accounts Receivable portfolio
• Ensures the delivery of a high quality, customer focused service on a daily basis to the client in accordance with agreed Service Level Agreements
• Ensure quick resolution by the Credit Control Team of issues and escalated items
• Manage a complex AR portfolio, negotiates and implements payment solutions with clients
• Responsible for achieving cash collection and ageing targets
• Applies fundamental collection techniques and adjusts collection strategies to the requirement of the portfolio
• Regularly assess all credit management controls and procedures for change and improvement 
• Develop strategies and solutions for problematic customers 
• Develop strategies and solutions to overcome credit management and credit control challenges
• Is able to develop customer complex account reconciliations
• Ensure cash collection targets are met 
• Confident communicator who is able to articulate complex concepts in a manner that leads to desired outcomes
• Good communicator who can articulate complex concepts with key stakeholders across different levels in a manner that leads to desired outcomes
• Good negotiation skills