Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all these services. We combine unmatched experience and specialized capabilities across more than 40 industries – powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. With 505,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. Visit us at www.accenture.com.
BRIEF DESCRIPTION OF THE ROLE
People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward. Business Process Specialization professionals apply expertise in a specific business process delivery capability (or capabilities) to ensure services are delivered in a manner consistent with our Standard Delivery Solutions and Service Level Agreements and drive continuous improvement. Collections Team Lead is responsible for managing and coordinating a team across all business streams within the region while effectively managing timely payment and resolution of customer issues preventing payment. Ensure service and performance levels agreed between Accenture and the Client are met
RESPONSIBILITIES
Responsible for managing the team's workload distribution, ensuring that all metrics are met, and issues are escalated.
Supervise, develop, coach, and motivate a team of Collection-Agents, setting objectives for each role to ensure that skill levels within the team are effectively utilized
Manage the collection strategy process and handle dispute-resolution efforts
Identify and monitor “at risk” customers and aged invoices
Work closely with key teams such as Credit and Sales in mitigating collection risk
Collaborate with various internal business functions such as Billing, Credit Team and Cash Application teams and external customers to resolve receivable issues and to achieve common goals and objectives
Monitor efforts performed by team members for accuracy and timelines
Take on a proactive role towards improved performance and development of strategies for meeting goals
Account management for complex and rapidly growing customer accounts.
Provide exceptional customer service to internal and external stakeholders
Review, manage and facilitate resolution of disputed receivables
Drive proactive discussions to follow-up and identify resolutions within agreed timeline with customers, peers, and managers
Ensure desktop procedure and local work instruction are updated on timely manner
Provide monthly metric reports, including any proactive analysis and strategic insights
Escalate issues in accordance with escalation policy
Preparation and initial review of management reports in line with Clients and Accenture’s requirements
Attend client meeting to discuss account performance and address issues as required
Preparation and consolidation of reports
Conduct the weekly account analysis and prepare a report to be submitted to the Service Manager
Any other duties deemed appropriate by either Accenture or the client
Adherence to client’s policies and procedures
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Qualifications
QUALIFICATIONS & KEY SKILLS REQUIRED
Bachelor's degree required.
Min 3 years of demonstrated work experience in Collections processes.
Trilingual: English, Spanish and Portuguese.
Strong stakeholder management and communication skills, related process domain expertise and experience, supervisory skills
1-3 years of experience in leading and motivating a team to achieve goals
Working knowledge of Oracle, Salesforce would be an advantage
Strong understanding of Order-to-Cash, particularly, knowledge of banking procedures, payment methods and letters of credit
Strong interpersonal and written communication skills, with the ability and confidence to operate at senior levels within client and Accenture organizations
Working Conditions
Moderate to no travel depending on project involvement
Overtime and On-Call may be required
Local holidays are observed
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
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