Manager - Account Management (Credit & Collections)

Company Description

Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For over 30 years, we have been entrusted with caring for our clients' customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive and frictionless. As an early pioneer in robotic automation, we added to our core through steady investment and acquiring key capabilities. Our design capabilities marry human insight, design-thinking, and process engineering. To make these designs come to life as envisioned by our designers, we employ the latest in robotic automation, conversational AI techniques with a range of AI-ML enhanced products and cloud-based platforms.

• Strong systems skills; solid collection, credit analysis, analytical and negotiating skills; effective oral and written communication skills; and a solid knowledge of commercial credit and collection laws. Ability to work in a fast-paced environment and be able to thrive under pressure. Proactively manage risk, anticipate potential issues, and implement appropriate mitigations.
• Manage a team of 7 person to deliver on Key Performance Indicators (KPI).

• Oversight of all financial and related activities of the team.
• Analyzing, Planning, evaluating, implementing and continuously improving all aspects of credit & collection functions and processes.
• Credit Lines - Review and approve credit revisions for setting credit limits on new and existing customers. Supply feedback if additional information is needed or offer alternatives if we cannot justify approving needed limit for work. (Offer 50% CIA, 50% Net 30; shorter terms Net15 to limit exposure)
• If service were to be stopped for non-payment, this position would be responsible for approving the sending of a final demand letter.
• Addressing ongoing customer complaints concerning billing or service rendered and works on complaints of service failures with designated departments.
• Direct interaction with selected clients in resolving receivables delinquencies
• Oversee & initiate automation efforts for the above activities to maximize resource efficiency, improve accounting procedures, improve internal controls, and/or improve financial reporting.
• Leadership of a team with a focus on talent development.
• Handling Internal / External queries are addressed effectively on time.
• Responsible for effective Knowledge Transfer of Activities from clients to Team Members.
• Keep Account Manager and Clients SMEs always apprised of program performance, through the timely completion and submission of all requested program reporting.
• Work closely with the Team and clients to ensure timely Month End Close.
• Implement/Support Process Improvements .
• Involve in Monthly/Quarterly Review calls and update team on action items.
• Over Credit Line Report - manage monthly report
• PTD Payment Terms Deviations - help manage and approve PTD system
• Check Refunds - approve check refunds through system
• CQT - review new CQT's that are generated with short payments - close or push forward
• Cash Application support - help the cash ap team when needed - additional remittance needed, unidentified customer, etc
• Approve adjustments to customers' accounts - offsets and write offs (Perceptive Content - Unearned Discount, Uncollectible, Small Dollars)
• Work on Payment Plans with customers
• Manage specific accounts when needed (Amplify, Faris Mailing)
• Send accounts to Collection Agencies & Manage ongoing accounts with agencies (receive payments from agencies and have payments applied correctly)
• Bad Debt Reserve - manage monthly report
• Support Enru Sales Reps when needed
• Pull data for audit
• Interact and Coordinate with support functions.
• Adherence to Control and Compliance.
• Other duties as assigned by Management.

• Bachelor's degree in accounting, ACCA or equivalent with over 5 years related experience

• Experienced in managing B2B (business to business) accounts, and can guide/suggest strategy, policies and best practices for the client to improve their current AR performance
• Solid understanding of General Accounting, Accounts Receivables and Credit Analysis
• Strong client-facing, communication and presentation skills; ability to assess and anticipate client needs and instill confidence.
• Hands-on experience with MS Office and ERP software
• Customer service orientation and negotiation skills.
• Able to understand appropriate receivables technology and have SAP experience
• Strong Microsoft Suite skills (Excel, Word, PowerPoint, Access).
• Experienced leader with ability to develop talent
• Excellent analytical skills with strong ability to problem solve and proactively improve upon existing processes
• Agile and organized, structure-oriented individual with ability to appropriately prioritize and juggle many competing deliverables
• Ability to proactively anticipate issues, provide recommendations, and communicate key issues at the right level at the right time
• Sense of urgency - Priorities may require quick turn-around for senior preview and presentations.
• Flexibility and Adaptability- This role may evolve over time and the successful candidate will need to demonstrate flexibility and ability to pivot to support the success of the organization and the Finance team.