Job Description
The Collections and Disputes Team Lead is responsible for managing a team of collections agents to ensure timely and accurate recovery of outstanding payments while maintaining positive client relationships. The role involves overseeing daily operations, ensuring that targets are met, and providing guidance and training to the team. This position plays a key role in reducing delinquency and improving cash flow, while maintaining customer satisfaction and adherence to compliance requirements. The ideal candidate will have strong leadership skills, analytical abilities, and experience in accounts receivable or credit management.
Qualifications:
- High level customer service skills and very good communication skills;
- Experience in O2C area is an asset;
- Bachelor’s degree;
- Fluent English and Spanish (minimum B2);
- Very good analytical skills, able to prepare complex analysis and reporting;
- Able to improve the process and to motivate the staff to do the same;
- Ability to delegate tasks and set deadlines.
Key Responsibilities
- Supervise and mentor a team of Collection and Disputes specialists to meet daily, weekly, and monthly cash collection targets;
- Provide ongoing training, support, and performance feedback to enhance team productivity;
- Conduct regular team meetings to communicate goals, defects reported, updates, and resolve roadblocks and implement best practices;
- Respond to defects logged in the tool an drive to closure and updated RCs on timely basis;
- Track key metrics such as Days Sales Outstanding (DSO), aging bucket performance, promise-to-pay (PTP) conversions, number of call made per collector;
- Generate and review reports on team performance, identifying areas for improvement;
- Provide management with detailed summaries of collection efforts, successes, and challenges;
- Daily report/Weekly Operation Review Deck/Monthly Governance Deck to be prepared and presented were required;
- Identify and implement process improvements to enhance collection efficiency and reduce overdue accounts;
- Ensure implementation and team adherence to DTPs, company collections policies, and industry regulations;
- Maintain accurate documentation of all communications and agreements for audit purposes;
- Monitor high-risk accounts and recommend escalation to legal or external collection agencies as needed;
- Develop strategies to mitigate risks associated with delinquent accounts and bad debt;
- Identify patterns of non-payment and recommend solutions to prevent recurrence;
- Acts as first point of escalation for Credit Controllers;
- Manages, implements and maintains the Customer segmentation;
- Drives process redesign to ensure improvement within client context;
- Assesses applicability of GPM processes and matches these to client requirements.
Operational 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;
- Proactively contact customers via phone, email, or portals to follow up on past-due invoices;
- Prioritize accounts based on aging buckets (30, 60, 90 days) and develop strategies to manage risk;
- Regularly follow up with internal and external stakeholders to ensure timely resolution of disputes;
- Maintain and update account statuses in the system with accurate notes;
- Work closely with the Accounts Receivable and Cash Application teams to reconcile payments effectively;
- Regularly assess all credit management controls and procedures for change and improvement;
- Is able to develop customer complex account reconciliations;
- Resolve disputes or discrepancies by coordinating with internal teams (e.g., Sales, GBS team) and external stakeholders;
- Good communicator who can articulate complex concepts with key stakeholders across different levels in a manner that leads to desired outcomes;
- Generate and maintain reports related to disputes, unapplied cash, and collections activities;
- Conduct account research and investigation while coordinating with various teams, including GBS, CG Cash Application, and other relevant departments.
