Senior Manager - Collections and Disputes
Job Description:
The Senior Manager is responsible for leading the end-to-end Collections and Disputes operations for the Australia/New Zealand market within a Shared Services environment. The role focuses on ensuring excellent service delivery, driving operational efficiency, strengthening internal and external stakeholder relationships, and continuously improving processes. This position also manages and develops the team to meet evolving business needs and supports the successful transition of in-scope activities into the Shared Services Center.
Key Responsibilities:
Leadership & People Management
Lead, mentor, and develop a high-performing Collections & Disputes team.
Set clear expectations, coach team members, and drive a culture of accountability and ownership.
Serve as the escalation point for complex and sensitive issues.
Operations & Performance Management
Oversee daily Collections and Disputes activities, ensuring strong performance aligned with KPIs and service standards.
Monitor service requirements based on SLAs and customer satisfaction metrics.
Ensure timely completion of monthly and annual closing tasks.
Stakeholder Management
Build and maintain strong relationships with internal teams across multiple regions, including Finance, Commercial, and Shared Services partners.
Engage effectively with external customers, auditors, and third-party collection partners.
Process Improvement & Governance
Drive a continuous improvement mindset across the team.
Identify and implement operational improvements to enhance efficiency and accuracy.
Ensure compliance with internal controls, audit standards, SOX requirements, and relevant regulatory guidelines.
Transition & Project Support
Support transition teams in the migration of Collections and Disputes activities into the Shared Services Center.
Participate in projects or initiatives as assigned.
Key Stakeholders:
Internal: Shared Services teams, Business Unit teams, Internal Controls
External: Customers, Auditors, Third-Party Collection Agencies
Qualifications:
Bachelors degree in Business, Finance, Accounting, Economics, or related field
Strong proficiency in MS Office; ERP experience preferred (SAP is an advantage)
Lean Six Sigma certification is a plus
Knowledge of Salesforce and/or Genesys Telephony is an advantage
Experience
5-7 years of experience in a multinational or Shared Services environment
3-4 years of experience leading and developing teams
Proven background in process improvement and operational optimization
Competencies
Excellent communication skills and strong stakeholder management
High attention to detail with strong analytical and problem-solving skills
Ability to multitask, prioritize, and manage deadlines
Strong customer-service orientation
Team player with strong relationship-building and networking skills