Position Title: O2C Collections Assistant Manager

Reports To : O2C Collections Senior Manager

Position Location: Goregaon East

Shift Timing: 5:30 PM-2:30 AM IST

Job Purpose -

The Assistant Manager is responsible for working closely with clients, Operations and Segment Finance on problem resolution and debt management, while ensuring customer satisfaction.

The successful candidate will primarily reduce delinquencies by calling on delinquent accounts, monitoring accounts and reviewing assigned accounts to resolve discrepancies using North Americas credit and collections processes, tools, standards and capabilities. The candidate will liaison with internal and external customers as required and will provide action-oriented performance analyses in an effective and transparent manner.

Provide day-to-day leadership and direction to a team of Executives & Senior Executives, ensuring portfolio performance, workload allocation, quality and service delivery are consistently achieved.

Translate collections strategy and targets into explicit team priorities, monitor execution and intervene proactively on performance related concerns.

Working closely with team on complex customers, operational and people matters, resolving issues within agreed authority and escalating material risks appropriately.

Main assignments -Collections/Support Operations

- Allocate and rebalance workloads across Executives & Senior Executives based on portfolio size, aging, risk, complexity and business priorities.
- Monitor daily/weekly team performance against agreed collections KPIs and SLAs, identify gaps and drive timely corrective actions.
- Review high-value, high-risk, aged and chronic delinquent accounts with the team and provide guidance on collection strategy, escalation and next actions.
- Coach Executives/Senior Executives on customer conversations, dispute resolution, PTP conversion, follow-up discipline and effective strategies.
- Ensure consistent adherence to collection processes, controls, documentation standards and escalation protocols.
- Lead performance reviews to communicate priorities, share insights and remove operational roadblocks.




- Support implementation of process improvements, automation and standardization initiatives within the collections team.
- Optimize diligent cash collection through efficient use of collection tools and generate worklist/account queue.
- Contact Accounts Payable of high value clients regarding past due balance. Understand their situation and work to resolve delinquency.
- Investigate and resolve client queries, discrepancies and disputes.
- Document collection activity and progress in each client profile, including appropriate coding, clear notes, promises to pay, and required follow-up dates and actions.
- Actively prioritize and organize work to ensure Service Level Agreement (SLA) objectives are realized
- Promote strong collaborative relationships between the FSS Credit & Collection Team, Operations, Segment Finance, and other stakeholders
- Request write-offs, reapplications and refunds appropriately

Portfolio Risk

- Conduct regular portfolio reviews to identify emerging risks, aging deterioration, chronic disputes, broken PTPs and accounts requiring management intervention.
- Track and communicate key portfolio trends and exceptions to the Collections Manager / Sr. Manager and relevant stakeholders.

Person Specification-

- MBA Finance, Master of Commerce / Bachelor of Commerce
- 8+ years of experience in Shared Services with experience in O2C and Accounts Receivable
- Technically strong, with a working knowledge of Collections & Debt Management
- Commercial/business-to-business collections experience
- Excellent written and verbal communication skills, including ability to interact effectively with all levels throughout Company organization
- ERP AR module user experience, preferably SAP




- Prior experience supervising or leading a team in accounts receivable, credit & collections, finance or a shared-services environment.
- Experience managing collections performance through KPIs such as cash realization, aging, overdue %, DSO, PTP adherence, dispute resolution and productivity.
- Experience handling escalations and complex customer/account issues with demonstrated ability to drive resolution.

Competencies

- Demonstrated people-management capability, including coaching, feedback, performance management and employee development.
- Ability to manage competing priorities and make sound decisions in a dynamic operating environment.
- Strong analytical and decision-making capability, with the ability to translate performance trends into actionable improvements.
- Strong stakeholder-management and communication skills, with the ability to work effectively with Operations, Segment Finance, customers and senior management.
- Ability to motivate and engage a team while maintaining accountability for performance and service delivery.
- Ability to identify root causes of performance gaps and implement practical corrective actions.
- Working knowledge of continuous improvement, process standardization and change management principles.
- Ability to successfully collect past due invoices while enhancing the customer relationship/experience and ensuring timely payment to accelerate AR collections and deliver solutions.
- Maintain a strong customer-service focus by managing detailed account discussions professionally and preserving constructive customer relationships.
- Ability to de-escalate conflicts over the phone.
- Strong problem-solving and root-cause analysis skills, with the ability to drive issues to resolution.
- Ability to work cross-functionally to resolve issues and bring them to resolution timely to receive payments
- Exceptional time management and organizational skills
- Ability to multitask and prioritize workload.
- High degree of initiative and ability to work well independently; and in a collaborative team environment with a demonstrated customer service orientation.

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