B2B- Collection (AR Collection)

Job Description

• Complete and thorough understanding of B-2-B Collections work modalities and requirement
• Understanding of all Collections KPIs & SLAs performance reports and tools and should be able to implement

the same. (Both Collections and Dispute Management)

• Excellent Verbal and Written Communications skills
• Oversight on the team and ensuring daily BAU. Manage day to day operations functions of team management

and performance delivery.

• Review and resolve issues.
• Meeting KPIs and client defined targets.
• Training and coaching on floor.
• Quality and feedback for team members for driving performance.
• Perform quality evaluations and provide coaching/feedback on performance to team members.
• Process Improvement and increasing efficiencies.
• Communication with internal and external stakeholders
• Reporting and analysis on reports and avenues for improvement.
• Work in Collections target orientation environment
• Experience in managing the teams and operations in Contact Centre in a Collections operations Environment.
• Fair understanding on Quality tools and methodology
• Manage shrinkage & absenteeism, attritions etc.
• Outlier agent support/management
• Good communication & Interpersonal skills
• Proactively communicates process exceptions & deviations to Manager, and bottlenecks to process

stakeholders as required.

• Prepare weekly and monthly decks highlighting performance, achievements, areas of improvement and action

items to address any gaps

Resource Specification

• 100% WFO (work from office)
• Willing to work in night and rotational shifts.
• Prior experience of managing a team in International B2B Collections process
• Excellent communication skills in English (Written & verbal)
• Ability to work in a targeted environment.
• Strong analytical and problem-solving skills.
• Must possess functional and strategic knowledge of domain to manage and add value to the metrices.
• Client management and effective delivery on the expectations set by the client on daily and monthly basis.
• Execute specific Collections Leads tasks as assigned by client as part of delivery management/production.
• Strong analytical and Excel skills, including v-lookups and pivot tables

Knowledge/Experience

• 5 to 7 years of overall experience
• At least 3 years of B2B (Business to Business) Collections experience.