JOB PURPOSE/MISSION/SUMMARY:
The 2nd Line Operations Manager – Cash Collections is responsible for overseeing multiple collections teams through first-line managers, ensuring effective execution of end-to-end receivables and collections strategies.
This role drives cash flow optimization, past due reduction, and operational excellence, while leading performance management, stakeholder engagement, and transformation initiatives across the organization.
•Accountable for overall collections performance (DSO, aging, cash targets)
•Leads managers and teams delivering global cash collections operations
•Drives process standardization, automation, and continuous improvement
•Acts as a key escalation point for high-risk accounts and complex disputes
KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS
Scope:
•Leads multiple teams via first-line managers across geographies or portfolios
•Requires deep expertise in O2C collections, dispute management, and credit risk
•Decisions align with business strategies, financial targets, and operational goals
•Influences cross-functional stakeholders (Finance, Sales, Customer Care)
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Primary Responsibilities:
Operational Leadership
•Oversee end-to-end cash collections operations and ensure SLA/KPI adherence
•Drive performance against DSO, past due, and cash collection targets
•Ensure compliance with global policies, controls, and standard processes
Performance & Metrics Management
•Design and monitor team and organizational KPIs and scorecards
•Conduct regular performance reviews and business updates
•Implement action plans to close performance gaps
Escalation & Issue Resolution
•Lead resolution of critical escalations, high-value delinquent accounts, and disputes
•Drive root cause analysis and sustainable fixes
•Reduce recurring operational issues
People Leadership
•Manage and develop first-line managers and leadership pipeline
•Drive performance management, coaching, and succession planning
•Foster a culture of accountability, engagement, and high performance
Resource & Capacity Management
•Oversee headcount planning, workload balancing, and resource allocation
•Align staffing plans with business demand and growth initiatives
Stakeholder Management
•Collaborate with Sales, Finance, Credit, and Customer Support teams
•Influence stakeholders to drive collections effectiveness and issue resolution
•Maintain strong relationships with internal and external partners
Transformation & Continuous Improvement
•Lead automation, digital transformation, and process improvement initiatives
•Drive adoption of analytics, dashboards, and data-driven decision making
•Promote standardization and scalability across operations.
Key Deliverables:
•Achievement of cash collection targets and improved cash flow
•Reduction in Days Sales Outstanding (DSO) and past due balances
•Improved collections effectiveness and resolution cycle times
•High SLA compliance and operational efficiency
•Reduction in recurring issues and disputes
•Enhanced team capability and leadership strength
•Successful deployment of automation and transformation initiatives.
COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES:
Skills / Competencies
•Cash Collections & Accounts Receivable Management
•Performance Management & Metrics Design
•Leadership & People Development (Manager of Managers)
•Strategic Thinking & Decision Making
•Stakeholder & Relationship Management
•Dispute Resolution & Risk Management
•Process Improvement & Automation
•Data Analytics & Reporting (Power BI, Excel, SAP)
Knowledge
•Deep understanding of Order-to-Cash (O2C) processes and credit/collections lifecycle, ERP systems (SAP preferred) and reporting tools
•Financial metrics impacting cash flow and working capital
Behavior
•Proactive and Empowered
oThinks ahead and anticipates actions
oSelf-motivated to enhance and simplify programs, processes, and experiences
oTake actions based on observed needs without waiting for direction
•Creative
oMoves with speed and urgency to actively address the needs of the business
oInnovates to do things differently, more simply and effectively
oPivots quickly to address unanticipated obstacles
•Accountable
oAccepts responsibility for decisions and actions
oAcknowledges and learns from experience
•Collaborative
oInclusive of others to reach the best solution
oShares information and success with others
oExpands understanding by seeking other's perspectives
•Customer-focused
oMoves decisively to solve customer and business challenges
oActs with passion and conviction in interactions with customers, partners, and colleagues
EDUCATION, EXPERIENCE & CERTIFICATIONS BASIC REQUIREMENTS:
Education: 4 years bachelor’s degree in any relevant course (Accounting, Finance, etc.)
Experience: 8+ years in GBS organization| 5+ years leadership experience. Managing multiple teams
Certification / Licensure: Not Applicable
