Associate Manager - B2B Collections (Accounts Receivables)
- Sutherland
- 7 - 10 years
- Mumbai
- 3 months ago
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Job Description
Role & responsibilities
The Team Manager is responsible for leading and managing the Billing, Order Entry, Dispute Management, and Collections team to ensure accuracy, timeliness, and compliance in financial operations. This role ensures smooth order-to-cash (O2C) processes, manages escalations, and drives continuous improvements in efficiency, customer satisfaction, and cash flow.
Team Leadership & Management
Lead, coach, and develop a team handling billing, order entry, dispute resolution, and collections.
Allocate workload, set priorities, and ensure adherence to SLAs and KPIs.
Conduct regular team meetings, training, and performance reviews.
Manage attrition, shrinkage, and other critical metrics of the team.
Inform leadership on the latest trends of end-user customers and provide feedback to Ops Managers.
Drive organizational initiatives within the team from time to time.
Billing & Order Entry
Oversee accurate and timely processing of customer orders and invoices.
Ensure compliance with company policies, contract terms, and tax/legal requirements.
Monitor billing exceptions and implement corrective measures.
Dispute Management
Supervise resolution of billing disputes, short payments, and credit issues.
Coordinate with Sales, Customer Service, and Finance to resolve escalations quickly
Analyze root causes of disputes and recommend process improvements to reduce recurrence.
Collections & Cash Flow Management
Oversee customer collections and ensure timely follow-up on overdue accounts.
Manage credit risk in line with company policies.
Provide regular reporting on collections performance and aging.
Process & Compliance
Ensure compliance with internal controls, audit requirements, and regulatory guidelines.
Drive continuous process improvement initiatives across O2C functions.
Develop and implement best practices to optimize efficiency and accuracy.
Stakeholder Management & Reporting
- Act as the key contact for internal and external stakeholders regarding billing, order, and collection matters.
- Prepare and present reports on team performance, KPIs, and escalations to senior management.
- Collaborate with cross-functional teams (Sales, Operations, Finance, Legal) to enhance customer experience and minimize revenue leakage.
Key Skills & Competencies
- Strong leadership, people management, and team development skills.
- In-depth knowledge of Order-to-Cash (O2C) cycle, billing, collections, and dispute processes.
- Excellent communication, negotiation, and stakeholder management abilities.
- Analytical and problem-solving mindset with a focus on process improvement.
- Strong knowledge of ERP/CRM systems (SAP, Oracle, Salesforce, or similar).
- Ability to work under pressure and manage multiple priorities.
Preferred candidate profile
- Bachelors degree in commerce. Finance, Accounting, Business Administration, or related field would be a plus.
- 58 years of experience in O2C tower, with at least 23 years in a supervisory or managerial role.
- Experience in global shared services, BPO and stake holder management.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Team LeaderEmployement Type: Full timeContact Details:
Company: SutherlandLocation(s): Mumbai
Keyskills: Order To Cash Accounts Receivable B2B Collection
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