HOW WILL YOU DRIVE IMPACT
Success is measured by the ability to deliver results through BOLD capabilities and measurable outcomes.
Team & Leadership Impact (Build Championship Teams)
Cross-Functional Leadership:
• Partner with Sales, Customer Service, Billing, Deductions, Finance, and Operations to remove barriers to collection and ensure timely resolution of customer issues, driving alignment across the Invoice-to-Cash function.
• Participate in customer and internal escalation meetings to drive resolution of overdue balances and complex account issues, engaging subject matter experts and cross-functional stakeholders as needed.
• Support the effective integration and performance of offshore/shared services teams through ongoing communication, knowledge transfer, performance monitoring, and issue resolution.
• Provide day-to-day supervision and operational oversight of AR Collections Analysts and offshore/shared services teams, establishing clear priorities, action plans, and accountability for results.
• Deliver coaching, feedback, training, and development to AR Collections Analysts to strengthen performance, technical capability, and individual accountability.
• Hold team members and shared services partners accountable for timely follow-up, accurate documentation, and adherence to established processes using standardized templates and reporting tools consistently across portfolio reviews and escalations.
Fan & Customer Impact (Obsessed with Fans)
• Provide oversight and direction on complex account reconciliations, disputes, deductions, payment discrepancies, and customer escalations, ensuring timely and professional resolution that protects customer relationships.
• Establish clear priorities and action plans ensuring appropriate team focus on high-value, high-risk, and delinquent customer accounts, including large retailers and strategic account relationships.
• Review significant collection risks, customer disputes, payment issues, and potential bad debt exposure, escalating to AR leadership with root cause analysis and a recommended resolution rather than an unresolved issue.
• Foster a culture of ownership, accountability, collaboration, urgency, and continuous improvement across the Collections organization to deliver consistent and reliable service to customers and internal partners.
Innovation & Problem Solving (Limitless Entrepreneurial Spirit)
• Identify recurring process gaps, operational inefficiencies, and root causes impacting collection performance, and partner with leadership and cross-functional teams to implement improvements.
• Use standardized organizational templates, documentation practices, and root cause analysis frameworks to bring discipline and consistency to every escalation and portfolio review.
• Leverage data, aging reports, dashboards, and collection activity metrics to proactively identify risk, surface trends, and build informed action plans that drive performance improvement.
• Support month-end and quarter-end collection activities, audit requests, and reporting requirements, contributing to continuous improvement of Invoice-to-Cash operations and processes.
Ownership & Execution (Determined & Relentless Mindset)
• Own collection performance against KPIs and service-level expectations, including delinquency reduction, aging performance, and collection effectiveness, reporting results and portfolio risk to AR leadership on a regular cadence.
• Monitor aging reports, dashboards, and collection activity to identify risk and trends, translating data into prioritized actions and accountable follow-through across the team.
• Monitor adherence to collection procedures, internal controls, documentation requirements, and established service-level agreements, ensuring consistent execution across onshore and offshore teams.
• Conduct regular portfolio and performance reviews with analysts and shared services teams to evaluate results, address barriers, and establish follow-up actions that drive measurable outcomes.
AI & DIGITAL CAPABILITY
We are building a future-ready organization. This role is expected to:
• Apply AI and technology to improve efficiency, quality, and outcomes