Collection Manager

Company Overview: Cornerstone On. Demand (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. Extra dose of awesome if you have… Experience of technology-enabled process improvement