Job Description

Job title: Collections & Disputes, Manager

Job Purpose

The Collections & Disputes Manager is part of the Australia / New Zealand team. This role will be responsible for managing the Collections & Disputes team ensuring the CCEP customers are managed effectively and efficiently as per the outlined Collections & Disputes strategy within Customer to Cash. The position will be tasked with driving and delivering service excellence to the business with an emphasis on customer service and continuous process improvement. Further responsibilities of the role are to manage, develop as well as support the team members and to prioritize effectively, focusing on what adds the most value to the changing business needs. The Collections & Disputes Manager will work closely with the Business Unit (BU) to drive an effective and smooth deployment of Collections & Disputes processes into the SSC. The manager will also support the Collections team in India.

Key Responsibilities

• Contributes to definition, scoping and execution of short and long term strategies and objectives within Collections & Disputes, in coordination with the BU management team, the relevant cross-functional teams, and other relevant internal or external stakeholders;
• Oversees the collection of debt and dispute management processes on a daily basis and develops action plans to ensure targets and metrics are achieved or exceeded;
• Responsible for the monitoring of conducted customer calls – supports coaching and training sessions where needed;
• Manages complex issues in business priority acting as an escalation point for the team on more complex or sensitive issues;
• Proactively looks for improvements to the current collections and dispute management process to bring in continuous improvement;
• Supports the Monthly and Annual closing activities for timely closure; • Conducts trainings wherever required and updates process SOPs;
• Assures that the appropriate internal control environment and SOX compliance are maintained along with compliance to all legal and regulatory requirements;
• Be a leader to the Collection & Disputes team, supporting them in building independence throughout developing strong business knowledge and capabilities and hold the team admin management;
• As requested, undertakes projects or activities not specifically outlined above.

Experience preferred

• Previous work experience preferably in a multinational company (Finance and/or Accounting) - at least 3 years. • Proven experience in developing and implementing solutions with focus on continuous improvement. Qualifications required
• University Degree or equivalent (Business Administration, Economics, Finance or Accounting).
• Fluent written and verbal skills (conversational and business communications) in English.
• Qualification in LEAN Six Sigma is considered an advantage.

Functional technical skills required

• Above average knowledge of Microsoft Package
• ERP experience essential, preferably SAP
• Good knowledge of Sales Force, preferable
• Genesys Telephony Solution experience, preferable