O2C Collections (Executive OR Sr. Executive)

Position title: Executive/ Senior Executive O2C
Reports to :O2C Collections Assistant Manager
Position location

Job Purpose -
The Collector is responsible for working closely with clients, Operations and Segment Finance on problem resolution
and debt management, while ensuring customer satisfaction.
Reporting to Sodexo Financial Shared Services (FSS), the successful candidate will primarily reduce delinquencies by
calling on delinquent accounts, monitoring accounts and reviewing assigned accounts to resolve discrepancies using
North America as a 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 efficient and
transparent manner.

Main assignments -
Collections/Support Operations :

Optimize diligent cash collection through efficient use of collection tools and generate worklist/account queue.
Contact clients or Accounts Payable offices 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.
Establish Promises to Pay and provide timely follow-up on payment commitments.
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
Escalate large collection issues appropriately
Support various project leadership initiatives to improve collections, cash flow, efficiencies and/or effectiveness
Provide backup support to teammates as needed

Portfolio Risk
Manage portfolio of accounts
Escalate material portfolio risks and unresolved account issues through the appropriate channels.
Analyze payment history and trends to identify possible risk exposure and action
Minimize bad debt write-offs and maximize cash receipts while being sensitive to internal and external
customers.

Person Specification-
Education: Bachelor of Commerce (B.Com) or any higher degree in Finance/Accounting (e.g., MBA Finance, PGDM).
3+ years of experience for executive & 5+ years of experience for Senior executive 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

Competencies
Ability to successfully collect past due invoices while enhancing the customer relationship/experience and
ensuring timely payment to accelerate AR collections and deliver solutions.
Demonstrate ability to create a positive professional impression, establish trust, that enables open and
constructive communication
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 abilities: ability to understand a customers account activity including action items
based upon guidelines provided.
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.