Manager, Collections

Key Responsibilities

• Lead the Collections tower and drive performance through strategic direction and daily operational oversight.
• Ensure compliance with credit exposure limits, drive outbound call effectiveness, and maintain consistent touchpoints across accounts.
• Build collaborative relationships with internal teams (Sales, Disputes, Operations) and key customers.
• Manage end-to-end people responsibilities: assign tasks, appraise performance, coach, reward, and discipline where needed.
• Cultivate a high-performance culture and foster continuous team development.
• Ensure delivery excellence against agreed KPIs/SLAs within a robust internal control framework.
• Monitor and reduce past-due percentages, improve cash collections, and minimize bad debt risks.
• Ensure timely documentation of customer interactions in the collections tool.
• Build deep customer insight through analysis of outstanding balances, payment patterns, and cash flows.
• Track and manage SLAs, support service reporting, and facilitate service transitions when necessary.
• Proactively resolve issues flagged by the Business Account Manager.
• Promote a culture of continuous improvement, applying Lean principles to enhance O2C efficiency.
• Collaborate cross-functionally to ensure aligned service delivery.
• Own customer relationship management, including issue resolution and root cause analysis.
• Act as the escalation point for critical issues across the collections process.
• Champion innovation to drive value and challenge the status quo.

Qualification & Requirements

Basic Qualifications:

• Bachelor’s degree in Commerce from a recognized university.
• Basic accounting knowledge with Six Sigma, LEAN, or similar quality management certification.

Experience:

• 15+ years of experience, with a strong background in Collections within logistics, shipping, or transport industries (mandatory).
• At least 10 years managing client-service functions in a shared services environment.
• Deep understanding of end-to-end O2C processes and best practices.
• Strong financial, operational, and stakeholder management capabilities.
• Proven experience in managing large teams and leading complex projects.
• Familiarity with budgeting, recruiting, coaching, and employee development.

Skills & Attributes:

• Strategic thinker with a balanced short- and long-term view.
• High motivation and strong growth mindset, both personally and for team development.
• Entrepreneurial approach and ability to thrive in a start-up or evolving service center environment.
• Excellent communication and stakeholder engagement skills across all levels.

Benefits

We offer a competitive compensation package along with extensive benefits—including medical, OPD, term and accidental insurance. More than that, you’ll join a dynamic, growing team where your leadership drives meaningful impact.