Sr. Manager Collection - BSNA

What you will do 

You will oversee a mid-sized function of the financial shared services organization within a business center. Plan and manage daily, weekly, and monthly accounting activities; establishing accounting systems to ensure the accuracy of financial information. You will also lead a team related to the specific financial function.   

How you will do it? 

1. Operations Management

• Responsible for overseeing collections activities for North America and Canada customers
• Establish goals & metrics of the process and drive, co-ordinate team to meet and exceed them
• Accountable to drive results to enhance business performance
• Resource forecasting basis volume projection and availability of current resources
• Drive internal audits and propose improvements relevant to Cash and Collection value stream
• Manage risks and controls; promote a culture of transparency
• Design, develop and improve collection strategies to reduce past due and unapplied cash to optimize

Productivity

• Establish contacts/relationship with key stakeholders and have regular connect to resolve complex  

Operational Issues

• Support continuous improvement, including processes, systems, targeted to improve cash & collection  

Efficiencies

• Review team performance on parameters of quality of notes, # of conversation follow-ups, call quality,  

account penetration, timely cash application, un-applied & un-identified cash 

• Drive cash calls on regular intervals towards closure of all open issues
• Drive past due reduction and reduce DSO to help business meet their goals
• Be proactive and encourage innovate ideas to improve service deliverables, based on improved

performance/efficiency and with an understanding of risk 

2. People Management

• Responsible for team performance
• Plan team capacity, allocate work accordingly and address potential bottlenecks/ backlogs proactively
• Develop, and train team members to ensure a positive, open, and flexible work environment
• Manage and motivate team members to have a better rate of retention

Should guide and coach team members to help them achieve their short-term and long-term goals 

• Ensure all published reports are correct and errorless
• Develop a specific management culture for shared services aiming efficient service delivery
• Conduct regular team meetings, share cash and collection goals, and provide feedback on teams’

Performance.

• Initiate 1x1 and performance appraisal discussions with team and share a constructive feedback 

3. End-to-End Process Improvements 

• Ensure adherence to internal and external guidelines as well as to a standardized process landscape
• Contribute ideas and actions towards the continuous improvement of processes within area of influence
• Initiate and support process improvement initiatives and related projects

4. Relationship Management

• Respond stakeholders on a timely manner
• Maintain a positive cross functional relationship with other teams of OTC
• Should be a part of the extended leadership team of PBU CFO

What we look for? 

• Minimum: Postgraduate / Master’s Degree in any stream
• Working experience within a Shared Services, Captive/Outsourced environment supporting North America

Region Is Mandatory

• Should have an experience in Call Centre model working on both Inbound and Outbound
• Working in US working hours (night shift) is a mandatory requirement
• Experience in North American process transition would be preferred
• Around 7 years people management experience is preferred
• >15 years of experience in Cash & Collection Processes in a Global/MNC environment, Includes managing

teams of >50 people over this period 

• Proven experience in running collection cycles, credit processes, use of Collection tools (e.g., Get Paid) and  

establishing metrics to ensure process adherence. 

• Ability to perform root cause analysis; create and implement tangible actions to address key process and/or  

Operational Opportunities

• Strong Business Process documentation skills
• Project and Process Programs (Transformation and/or Continuous Improvement) is a desired skill
• Demonstrate leadership, interpersonal and collaboration skills to effectively supervise, mentor and influence

Team

• Adherence to Organization Policies & Procedures, which includes SOX Compliance
• Ability to clearly articulate team performance with key stakeholders in the business (BU GM’s, CFO’s, Sales

leads) in a clear, concise action-oriented manner 

• Systems knowledge in ERPs (Baan, Qolsys, Amer, Oracle & SAP)
• Excellent customer service, business communication (both verbal and written) and follow-up skills with the

ability to work in a fast-paced team environment while meeting deadlines 

Johnson Controls does not request pregnancy or HIV testing as a requirement for admission, permanence, or promotion