Manager For Collections & Disputes

About the Role: (Shift Timings: 5 PM - 2 AM)

The Manager is responsible for leading and managing the end-to-end Accounts Receivable and Collections function, ensuring timely collections, accurate account reconciliation, effective dispute resolution, and achievement of key KPIs such as Overdue and DSO.

The role provides people leadership and operational direction to the team, including performance management, coaching, capability development, resource planning, and ensuring consistent adherence to processes, controls, and compliance requirements.

The Manager partners closely with customers, Sales, Finance, and global stakeholders to resolve complex issues, drive process improvements, support audits and transformation projects, and continuously improve service quality and operational efficiency.

Key Responsibilities

• Lead and manage the end-to-end Accounts Receivable and Collections activities for assigned customers, countries, or regions.
• Drive achievement of key performance indicators, including Overdue, DSO, cash collection, dispute resolution, and service quality.
• Manage and coach the team, including goal setting, performance management, capability building, career development, and succession planning.
• Oversee collection strategies for high-complexity and strategic customer portfolios, ensuring timely follow-up and resolution of outstanding balances.
• Partner with Sales, Finance, Accounts Receivable, Customer Service, and business stakeholders to resolve complex disputes and improve cash flow.
• Monitor operational performance, identify process gaps, and implement standardization, automation, and continuous improvement initiatives.
• Ensure adherence to company policies, internal controls, compliance requirements, and established process guidelines.
• Review and provide insights on portfolio performance, KPIs, risks, and improvement opportunities to senior management.
• Lead or contribute to medium- and large-scale transformation, process improvement, and global projects.
• Support internal and external audits by ensuring accurate analysis, documentation, and timely responses.
• Ensure effective knowledge management and conduct training/coaching for team members and relevant stakeholders.
• Identify operational risks and proactively implement mitigation measures to ensure business continuity and service delivery.
• Manage stakeholder relationships and act as an escalation point for complex customer, business, and operational issues.

Minimum Qualifications

• Graduate in International Relations, Communication, or with experience in customer service
• Min 12 to 18 years of experience in relevant domain.
• Lead a team of 20+ employees
• Strong analytical, problem-solving, and communication skills.
• Ability to work effectively in a multicultural, fast-paced global environment
• High attention to detail and a commitment to data accuracy

Technical Skills

• Intermediate Excel skills, advanced SAP skills, and advanced Get Paid skills