ESSENTIAL DUTIES AND RESPONSIBILITIES To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. These are the most significant job duties performed; other responsibilities or assignments not specifically mentioned may also be assigned.

- Set and manage Collections tower performance and provide strategic directions to team, while ensuring smooth delivery of day-to-day operations (e.g. credit exposure limits and review), Driving effectiveness of collections outbound calls, ensuring 100% touch base on every account within first 2 weeks of the month, Building rapport with internal team (i.e. sales, disputes, operations etc.) and key end customers.
- • Carry out people management responsibilities in accordance with the organizations policies and applicable laws, including:
- Plan, assign and direct work.
- Appraise performance, provide feedback and coaching, and reward and discipline employees.
- Provide opportunities for learning and self-development and facilitate the development of technical competencies.
- Continuously strive to build a culture of high-performance.
- Facilitate effective teamwork and builds collaborative relationships internally and externally.
- Ensure that overall delivery of services to BUs meets or exceeds agreed KPIs and SLAs defined between Operating Companies and SSC and is within a strong internal control framework.
- Ensure that PD% is reducing, cash collections are increasing and risk to bad debts is reducing month by month.
- Ensure that team is documenting all discussions with customers on the collections tool.




- Provide the setting for the Collections team to achieve and sustain best practices in effectiveness, quality delivery and efficiency within a strong internal control framework.
- Build customer behavior intimacy through review of outstanding, cash flows, volumes, payment patterns to offer insightful solutions.
- Work with various internal teams to ensure seamless experience for the customer.
- Manage customer relationships, which include problem resolution and root cause analysis.
- Manage the relationship and support requests from partner Finance departments and other stakeholders in the business and act as a point of escalation within the collections process for critical/complex service issues.
- Create a mindset of innovation aimed at constantly challenging the norm to drive business value.
- Responsible for ensuring a disciplined approach to operational excellence/performance management, is in place and evolves over time.
- Develop and track Service Level Agreements (SLA) to ensure service delivery excellence.
- Tracking team performance & service tickets SLA, Reviewing Inbound calls quality, Tracking Outbound calls target & taking Audit/Reviews at account level for team members on their collection portfolios.
- Provide input for service reporting.
- Facilitate service transition when required.
- Analyze issues that are highlighted by the Business Account Manager and resolve them in a timely manner.
- Drive continuous improvement in the O2C team by introducing Lean principles and developing team members.
- Collaborate with different teams/ functions to ensure success of yours and all teams
- Bring in and invest in developing the right capabilities to prepare the organization for the future

📌 Supervisor, Collections (Pune)
🏢 XPO INDIA SHARED SERVICES
📍 Pune