Posts
Thursday, January 16, 2014
Job Number: 917496
Work type: Full time
Location: Melb - St Kilda Rd
Serviceworks Management, a Computershare company, is a rapidly growing services business with close to 600 staff. We're specialists in the delivery of high value services to Utilities organisations across Australia including Consulting, Solutions Development and Customer Management services.
An exciting new opportunity based in our St Kilda office for a Credit and Collections Manager has arisen. This position is responsible for the design, development and execution of Serviceworks credit and collections strategies and standard operating procedures. This role is also responsible for leading and managing the credit and collections function and teams in order to maximise revenue collection for our clients, reduce the risk of preventable bad debt, deliver business best practice approaches and foster a high performing, high engagement culture.
Reporting to the General Manager of Operations, this role will champion the 'Serviceworks Way' for credit and collections, supporting the business development team to win new business in the credit and collections space and being the subject matter expert in credit and collections for Serviceworks global operations. This role is also responsible for keeping the Serviceworks business abreast with the latest technologies, methods and practices capable of delivering industry leading performance in the areas of Days Sales Outstanding (DSO), aged debt, bad debt write-offs, bad debt to revenue, disconnections, hardship management and collections effectiveness.
Key responsibilities include:
Develop and implement agreed KPIs with clients.
Provide daily and monthly management reporting on the activities of the department and performance reporting for clients.
Undertake analysis and provide reporting on key drivers that impact on collection performance.
Design, develop and deliver the Serviceworks Way strategy for credit and collections.
Manage a team of Credit & Collections staff and provide positive leadership and direction for staff.
Conduct regular team meetings (minimum once a month).
Manage the costs of the Credit & Collections team.
Provide management advice and reporting to General Management and Finance regarding any abnormal costs or budget variances.
Identify and deliver productivity initiatives capable of driving down cost to serve, cost to collect and staff to customer ratios.
Proactively and effectively manage client expectations and provide expert advice to ensure harmonious outcomes for both Serviceworks and the clients respective businesses.
Ensure credit & collection policies and procedures are documented and kept up to date.
Ensure staff training refresher programs are conducted regularly.
Undertake regular internal audits to ensure compliance to policies and procedures.
Ensure the Credit & Collections team comply with all relevant Acts and Regulations in relation to the collections process and the disconnection of supply.
Implement a continuous improvement program to improve productivity, reduce functional cost to serve and reduce average handling times (AHT).
Develop business cases to justify any business process improvements or proposed system changes.
Manage complex and escalated customer issues and complaints.
Proactively seek and implement opportunities to increase revenue or margin from existing client contracts.
Provide expert credit & collections input into new business development opportunities.
Play a lead role in any system change requests including sign-off of Scope, Business Requirements Specifications and User Acceptance Testing.
To be successful in this role you must have:
Extensive experience in leading large credit & collections teams in high volume transaction processing environments within a similar industry.
A strong, demonstrable background of success in debt collection for a business or businesses across a range of debt profiles.
High level verbal and written communication skills.
High level presentation skills with the ability to clearly articulate key messages to stakeholders /audience.
Experience in operation of large complex customer billing systems.
Formal qualifications in Credit Management and membership to relevant Credit Associations.
Detailed knowledge and experience in customer service, customer billing and payment processing.
Experience in contract management of third party debt collection agencies including tier 1 and 2 mercantile referral agencies.
Experience in managing credit or similar functions in an outsourced environment desirable.
What We Offer
The opportunity to work for a large global corporation (over 14,000 employees) and the opportunity for career progression
Great discounts and benefits across from companies like Apple, Microsoft, NIB, Optus, Fitness First and Genesis and access to our Employee Share Plan
A wide variety of internal training courses supported by our Learning and Development team
A supportive working environment, with friendly peers and management
For more information relating to this position, please contact Thai Ngo on 03 9415 5271 or to apply, click on the apply button and follow the application process.
Computershare may conduct a criminal background check on applicants subject to current legislation.
| CERTAINTY | INGENUITY | ADVANTAGE |
Apply Directly Here: http://careers.computershare.com/jobDetails.asp?sJobIDs=917496&lWorkTypeID=&lLocationID=5370%2C5371%2C5372%2C5373%2C5374%2C5375%2C5376%2C5377%2C7167%2C8368%2C8369&lCategoryID=&stp=AW&sLanguage=en
Application Closing date: 22 Jan 2014 11:55pm Aus. Eastern Standard Time
Share this job on
Posted in: Finance Jobs,Management Jobs