Position Objective:
The successful candidate will have responsibility for managing the delivery of services to maximize contribution to the success of major global clients. Services include Electronic Payment Services and other Order to Cash operations which include Credit, AR and Collections management, Cash Applications, Billing, and back office finance processing and customer services.
You will have considerable and proven people, quality and continuous improvement, and operational management skills and also possess the stature to effectively represent the business to clients, and a flexibility of approach to respond to changing demands across the business. You will lead and work collaboratively with colleagues across sites to achieve business, and operational while always focusing on achieving Client goals.
Duties & Responsibilities:
- Relationship development with key focus to maximize win win outsourcing/Client relationship.
- Results focused, highly driven individual with an ability to excel in engaging teams and driving in pursuit of key financial targets and KPIs.
- Deep expertise in Electronic Payment Services (and forms of payment) and Order to Cash processes that include Credit, Accounts Receivable, Collections Management, Cash Applications, and Billing, and back office finance processing, including accounting (Sub and General Ledger) and customer services.
- Dynamic leadership qualities with the ability to deep dive into process/technology issues while maintaining sight of the strategic client goals – able to effectively balance ‘player/coach’ roles
- Extensive experience running a Global Operations (BPO teams) with diverse cultural environments and the ability to lead a cohesive team in achieving challenging, quarterly Client SLAs and improvement targets
- Demonstrated ability to Managing Change and conflicting goals with flexible, but structured leadership/management process, approach and tactics
- Attracts and grows top talent global team with the ability to manage team conflicts through effective deployment of People and Talent excellence programs
- Extensive background in six sigma operations with the proven ability to deploy effective Delivery Excellence and Quality initiatives resulting in improved quality and delivery performance
- Proven experience in understanding and improving Client’s customer’s CSAT and the ability to team with Client in a challenging and progressive environment
- A good understanding of Billing systems technology and processes and a proven ability to drive operational improvements in such an environment
- Drive on-going improvement in Key Performance Indicator reporting to improve business intelligence and to support management decision making, and driving optimization of results.
- Drive for innovation and value add, with passion for continuous process improvement in pursuit of process excellence.
- Collaborate with Operations Colleagues to drive for solid prioritization together with the Client to push forward for ongoing strategic developments around value add and optimum result achievement.
- Engage global management team and wider organization in pursuit of ‘best in class’ positioning in key industry benchmarking.
- Work with Client facing key account management to ensure relationship is supported for on-going win win success.
- Support reviews of service level agreements and renegotiation of contract terms with arvato key account management.
- Be a key member of the management team contributing to the leadership of the business.
- Play a hands-on role in dealing with specific issues and challenges that arise.
Skills and Experience:
Experience in Optimizing Relationship Management and or Client facing Operational management.
Considerable experience in financial services operations and management of shared services / outsourcing operations – ideally in an outsourcing organization environment with a proven management operating system
A dynamic and high energy leadership style that engages client leadership and team members with a positive ‘can do’ attitude. Leads from the front.
Experience of working in, managing and improving the collaboration and performance of teams in global environment.
Keen appetite to strive for continuous improvement using Quality and Delivery
Relentless drive to identify core of issues and drive for resolution and best practice process implementation across several towers which include credit, billing, collections and cash applications along with some financial accounting services
Strong commercial awareness to support partnering for Value Add.
A sense of stature and gravitas in client facing responsibilities and influence on behalf of the business.
Results orientated and very driven to succeed.
Proven ability to implement a strong operational governance and process management methodology to maximize global cooperation and performance. .
Ability to effectively balance A collaborative and team playing style with a energetic focus on delivering results.
F&A BPO experience a must
- Location and travel:
Ideal location, northern California or nearby other possible locations Krakow Poland or Manila.
- Compensation
Base mid 100’s plus bonus
If you are interested, please let me know
Larry Janis, janis@issg.net, 516-767-3030