Job OverviewThe role reports to the OTC Collections Team Lead and is part of the OTC Finance Shared Service Centre team, supporting the Technology and Specialist Services BU within Business Services. The primary objective of the role is to work with customers, offshore colleagues and internal stakeholders to ensure the timely collection of debts and the successful resolution of any queries, concerns and disputes.
The role is operationally and commercially focused, supporting contract managers, operations and finance teams with escalations regarding outstanding amounts, managed in the offshore team. Supporting activities in the offshore team through regular review and proactive monitoring. Providing coaching when knowledge gaps identified to improve overall team performance.
The individual will have a full understanding of the end to end OTC process giving the ability to understand and resolve complex issues. They will play a key role in ensuring the division delivers best monthly performance by driving accountability through regular review with the business unit. The individual is a good communicator, has excellent stakeholder management skills, is an effective influencer and capable of delivering a high level of customer service.
They will need to ensure that defined controls and processes are strictly adhered to and collections activities performed on a timely basis.
Main DutiesTo build professional and collaborative relationships with clients, and correspond regularly with clients and other stakeholders as required to ensure timely collection of debts and query resolution.Escalate and provide supporting information for any significant disputes or issues and support their resolution, including internal non-compliance.Develop and manage strong relationships across the end to end collections and resolutions process and work with all relevant shared service teams and business areas to review any overdue debt and resolve on-going issues.Manage / oversee weekly / monthly debt calls with finance and operations teams in the business units, for both internal and external amounts due.Effectively manage the disputes and query resolution process for retained and escalated customers (i.e. those usually managed by the outsourced service provider), and regularly liaise with Sales and Accounts Managers to resolve overdue accounts as well as being a key contact for outsourced accounts to be referred to 3rd party debt collection and legal agencies.To ensure that all relevant Mitie policies and procedures are followed as appropriate and to identify weaknesses in these, or systems, causing issues or concerns, and recommending to line management relevant and appropriate solutions.Ensure utilised systems are regularly updated.To ensure best customer service is delivered at all times.Ensure up to date knowledge of credit collection practices and company policies and procedures.To undertake additional duties in line with capabilities as required.To collect and process all revenues due in line with agreed terms and SLA's. What we are looking forStrong level of Collections / Revenue Cycle knowledge and experience, and best practice principlesDemonstrable knowledge of broader OTC activities including billing, collections and cash application including flexibility to cover for absences or at time of peak demand as necessaryGood analytical skills, with ability to review, interrogate and analyse large sets of data.Good understanding of operational excellence so that relevant processes are managed in line with best practice.Good coaching and mentoring capability.Good communication and interpersonal skills, with ability to build relationships with a wide range of stakeholders.Good organisational awareness and curiosity with the ability to identify the impact of change activity across the organisation and wider OTC team.Capable of working on own initiative and self-motivating, with good attention to detail and levels of accuracy.The commitment, drive and tenacity to achieve high standards of customer excellence.Ability to manage and prioritise potentially competing tasks and activitiesAbility to maintain accurate and timely records, while working and adhering to strict deadlines and SLAs.Proficient in Excel and other Microsoft ProgramsFlexible approach to daily tasks and ‘ad-hoc' duties.
ExperienceExperience of working in an Accounts Receivable functions within a large organisation or Shared Services function.Experience in SAP/WR1 DesirableExperience in managing disputes, conflicts and delivering successful resolutions.Experience of working with third party outsource providers desirable.
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