Collection Manager

Company Overview

Cornerstone OnDemand (CSOD) is at a critically important juncture in the company's lifecycle. CSOD is the world's largest and most successful stand-alone unified Talent Management company and one of the world's largest SaaS companies. The company is entering a phase of achieving scale and global expansion through continued relentless execution. The position will be part of Global Shared Services team in Costa Rica

Job Summary

The Collection Manager will oversee the daily operations of the collections department, ensure timely and efficient debt recovery while maintaining high levels of customer satisfaction. This role involves managing a team of collection agents, setting performance targets, and developing strategies to optimize collection processes

Key Responsibilities

Team Management: Lead, manage and coach a team of collection specialists, providing training, support, and guidance

Performance Monitoring: Monitor performance targets for the team, ensuring goals are achieved

Compliance: Ensure compliance with company policies and regulatory requirements

Customer Issue Resolution: Handle escalated customer issues and resolve them in a timely manner. Provide excellent customer service to QTC internal and external stakeholders; manages and mitigates escalations

Data Analysis: Analyse collection data to identify areas for improvement and implement strategies to enhance efficiency

Reporting: Prepare and present regular reports on team performance to senior management

Process Improvement: Develop and implement strategies to improve collection rates and processes

Build relationships: Partner with Sales, Account Management, QTC functions and other stakeholders to resolve issues preventing payment

Qualifications

Education: Bachelor's degree in business, Finance, or a related field

Experience: 5-8 years' experience within Accounts Receivable, Credit Collections, quote-to-Cash or a related finance function

• minimum 3 years' experience leading or supervising a collections team
• Experience within a multinational, Shared Service Centre (SSC), Global Business Services (GBS) or BPO environment strongly preferred

Skills

Strong understanding of collection processes and regulations. Ability to lead and motivate a team. Interpersonal skills strong problem-solving and decision-making abilities. Strong knowledge of MS office especially Excel, PowerPoint Outlook. Advance English and good written and verbal communication skills to interact upward and cross functionally are a must. Must be comfortable operating in a fast-paced global organisation undergoing significant transformation

Additional

Extra dose of awesome if you have... Experience of technology-enabled process improvement