Role Overview

As the Collections Manager, you will be responsible for overseeing the end-to-end collections process for our US and International markets within the Global Capability Center (GCC). You will lead, mentor, and strategically drive a high-performing team of collections specialists to ensure the timely recovery of outstanding debts, optimize collection rates, and minimize delinquency.

This role requires a strategic thinker with strong leadership capabilities, deep expertise in international collections, and hands-on experience with large-scale ERP systems.

Key Responsibilities

Team Leadership & Performance Management

• Supervise & Mentor: Lead a team of collections specialists (proficient in English and relevant language capabilities), providing daily guidance, support, and constructive performance feedback.
• Align Objectives: Conduct regular team meetings to align on KPIs, share organizational updates, and collaboratively address operational challenges.
• Resource Allocation: Dynamically manage resource allocation and workflow distribution to ensure the team consistently meets collection targets and deadlines.
• Capability Building: Conduct regular training sessions to enhance team skills, negotiation techniques, and industry-specific collections knowledge.

Strategic & Operational Excellence

• Process Oversight: Oversee the day-to-day US collections process, ensuring absolute adherence to company policies and regional regulatory requirements.
• Strategy Development: Develop and implement innovative collection strategies to optimize recovery rates, accelerate cash flow, and proactively reduce delinquency.
• Issue Resolution: Act as the ultimate escalation point to resolve complex or sensitive customer inquiries and payment disputes in a timely, professional manner.
• Continuous Improvement: Identify process bottlenecks, propose enhancement opportunities, and implement global best practices to streamline the collections workflow.

Data, Reporting & Systems

• Performance Tracking: Monitor ongoing collection activities, track critical metrics (e.g., DSO, aging buckets), and prepare comprehensive reports for senior management.
• ERP Utilization: Leverage advanced ERP platforms to manage accounts, track historical data, and drive data-backed decision-making.

Role Requirements & Qualifications

• Education- Graduation or Post-Graduation in Commerce/Finance (B.Com / MBA Finance preferred).
• Experience- 10–12 years of post-qualification experience in corporate collections.
• Domain Expertise- Proven experience managing US or International collections within a GCC (Global Capability Center) environment.
• System Knowledge- Hands-on, prior experience working with SAP (S4/HANA or ECC) or a similar platform(s)
• Language Skills- Exceptional verbal and written English communication skills are mandatory; additional regional language capabilities are a strong plus.

Key Competencies for Success

• Leadership & Empathy: Ability to motivate, coach, and cultivate talent in a fast-paced, target-driven environment.
• Analytical Mindset: Strong ability to analyze aging reports, spot trends, and translate data into actionable collection strategies.
• Negotiation & Conflict Resolution: Excellent interpersonal skills to navigate high-stakes customer disputes while maintaining positive client relationships.

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