Collection Manager

Company Overview:

Cornerstone OnDemand (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.

• 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.