North American Collections Supervisor - Onshore

WTW•Philadelphia, PA

1d•Onsite

About The Position

You will be responsible for managing Tier 2 Collections Analysts and supporting Tier 1 Collections Analysts including identifying the portfolio of assigned accounts, providing coaching and mentoring, and supporting or directly managing the escalations process. You will also be collaborating with global teams to develop processes and procedures, and to resolve issues. The Tier 2 Collections Lead is accountable for determining and meeting financial targets and supporting the customer relationship. In addition to achieving performance results, the Tier 2 Collections Lead will continuously work with stakeholders to find ways to operate more efficiently and effectively. You will be responsible for managing Tier 2 Collections Analysts and supporting Tier 1 Collections Analysts including identifying the portfolio of assigned accounts, providing coaching and mentoring, and supporting or directly managing the escalations process. You will also be collaborating with global teams to develop processes and procedures, and to resolve issues. The Tier 2 Collections Lead is accountable for determining and meeting financial targets and supporting the customer relationship. In addition to achieving performance results, the Tier 2 Collections Lead will continuously work with stakeholders to find ways to operate more efficiently and effectively.

Responsibilities

Develop and maintain policies and procedures for the Collections process and ensure compliance with GAAP, Regulatory and internal controls
Oversee collections processing activities including: • Analyse/ monitor client A/R account balances for past due balances • Make client contacts per collections strategy (e.g. e-mails, follow-ups) • Escalate collection issues to business senior leadership as needed • Manage outstanding AR notifications
Define collections strategy for prioritizing risk/value factors and deploy to collections team for action
Develop Cash Collections and Bad Debt Reserve targets based on trends and observations
Participate in Operational Review meetings and provide operational insight and status
Serve as an escalation point for exceptions and make approval decisions as per Delegation of Authority policies (e.g. write-offs)
Approve system role authorizations for Oracle Advanced Collections
Support internal and external audits
Build and manage a high performing Collections team that maintains a strong “client service” focus and culture:
Responsible for recruiting, interviewing and hiring qualified Collections team resources
Lead the performance management, salary administration, career planning, budget management processes
Identify and ensure the training and development needs of Collections team members are met
Plan and define performance goals with GFS Leadership to set overall and team-level performance measures and goals
Work effectively within the team dynamic and develop, retain team members through effective management practices
Foster a “client service” culture and instil a work ethic that includes collaborative thinking
Manage client expectations on a daily basis, and work to resolve issues
Establish collaborative relationships with internal (e.g. Billing and Cash Applications teams) and external clients (Segment and LoB Leaders) to understand the business, identify additional ways to be of service, ensure timely exchange of information and ensure client satisfaction
Measure the performance (e.g. through Key Performance Indicators for working capital) and operational processes against goals
Provide input to support definition of / revisions to service measures and service targets
Identify collections process improvement opportunities and best practices
Support the Global Process Governance team in implementing standard processes and continuous improvement efforts