Senior Manager of Collections, Corcentric

• In addition to extensive business-to-business collections experience, the successful candidate will have strong team leadership experience, excellent business acumen and effective operations management experience in a complex, matrixed environment
• Relevant Business-to-Business (B2B) Collections experience in a complex, high-volume enterprise environment
• Strong organizational, team building and leadership skills, with the ability to navigate a complex, matrixed organization to produce measurable results
• Excellent mentoring, coaching and professional development skills
• Demonstrable operational process management, with the ability to build, enhance, and document processes in the spirit of continuous improvement
• Professional verbal and written communication skills, high emotional intelligence with the ability to be professional, persuasive, and assertive where appropriate, while maintaining positive customer relationships
• A strong “client service” mindset and the ability to take a collaborative approach in building productive cross-functional business relationships with a wide variety of stakeholders and audiences
• Multi-tasking capabilities and tolerance for a fast-paced environment with competing priorities
• The ability to stay organized, set priorities and meet deadlines
• Proficient systems experience, comfortable navigating a variety of customer portal, ERPs, and Accounts Payable and/or Procurement software
• Proficiency with Microsoft Excel at an Intermediate level or above (VLOOKUP, Pivot Tables, etc.)

Desirable

• We are excited to be hiring for a leadership opportunity on our Collections team at Corcentric and are welcoming Manager and Senior Manager -level candidates to apply for consideration
• In this critical leadership role, you will manage a team of Collections Analyst responsible for a portfolio of unique customer accounts, directing collections activities to ensure appropriate portfolio coverage and commitment to service level agreements
• You will be responsible for overall process improvements and team performance
• This key position reports to the Vice President of Financial Operations and Managed Services within our Credit, Collections, & Disputes team
• Take ownership of a complex, high-volume collections portfolio consisting of diverse customer program accounts
• Lead and develop a high-performing team of Collections Analysts through effective goal setting, positive feedback and ongoing coaching
• Act as an escalation point to your team in complex collections negotiations, to ensure proper issue handling and resolution, including payment plan design and implementation, hold requests, and referral to outside collections agency
• Build and foster a close working relationship with cross-functional team members across Sales and Customer Support
• Identify, research, and resolve operational collections issues (billing, pricing, EDI, etc.), proactively seeking out root causes and implementing solutions
• Measure, report, and analyze performance trends to identify root causes of changes to delinquency percentages, run rate, spend levels, and processing times, in order to replicate positive impacts and minimize negative impacts
• Prepare and present portfolio performance reports to executive leadership
• Participate in client-facing meetings alongside cross-functional business partners
• Collaborate with cross-functional departments to review customer feedback, identify process limitations and opportunities for improvement
• Maintain and document customer communications, including billing errors, positive and critical performance feedback, and service level commitment issues
• Partner with department leadership on cross-functional business partners on operational program design and process improvements for Collections, Disputes, Credit, Systems, and Cash Application