Accounts Receivable - Team Leader

Key Responsibilities

Team Leadership:

• Lead, support and coordinate the daily activities of the Philippines based Accounts Receivable team.
• Allocate workloads and monitor team performance to achieve agreed service levels and quality standards.
• Conduct regular coaching sessions and performance reviews, providing feedback and development opportunities.
• Identify training needs, support onboarding and implement performance improvement plans where required.
• Foster a collaborative, accountable and customer-focused team culture.
• Escalate staffing, performance or operational issues to the Finance & Administration Manager as required. Accounts Receivable Operations:
• Maintain accurate customer account and billing information to support billing accuracy.
• Oversee customer payment processing, posting and reconciliation activities.
• Process and oversee customer account changes, including establishing billing for new services, updating billing following service modifications, and maintaining accurate customer account information.
• Review, investigate and escalate billing discrepancies, customer account issues and system-related concerns.
• Monitor debtor collection activities and support the team to contribute to effective debtor management.
• Support service restriction or disconnection processes where applicable.
• Maintain the integrity of customer and billing system data. Customer Service, Quality & Collaboration:
• Support the team to resolve customer enquiries and account issues professionally and within agreed service standards.
• Monitor compliance with company procedures, quality standards and KPIs, implementing corrective actions where required.
• Identify opportunities to improve processes, systems and customer experience.
• Work closely with the Australian based Accounts Receivable Team Leader and other internal teams to ensure consistent service delivery and resolve operational issues.
• Provide regular reporting on team performance, workload, operational risks and improvement opportunities. General Responsibilities:
• Maintain confidentiality of customer and company information.
• Comply with company policies, procedures and legislative requirements.
• Contribute to a safe, respectful and inclusive workplace.
• Perform other duties within the scope of the role as reasonably requested.

Requirements

• Demonstrated experience leading or supervising an Accounts Receivable, Finance Administration or Customer Service team.
• Sound knowledge of accounts receivable processes, reconciliations, collections and customer account management.
• Strong leadership, coaching and performance management skills.
• Excellent customer service, communication and conflict resolution skills.
• High level of accuracy, attention to detail and problem-solving ability.
• Strong organisational and time management skills with the ability to prioritise competing demands.
• Ability to analyse performance, identify trends and drive continuous improvement.
• Ability to work collaboratively across geographically dispersed teams.
• Strong computer literacy, including Microsoft Office and billing systems.