Manager- OTC Collection

Overview

Oversee North America & Canada collections, lead team, drive process improvements and cash performance.

Key Responsibilities

• resource forecasting
• collection strategy
• risk management
• metrics tracking
• stakeholder engagement
• audit management

Tasks

-Resource forecasting basis volume projection and availability of current resources -Design, develop and improve collection strategies to reduce past due and unapplied cash to optimize productivity -Manage risks and controls; promote a culture of transparency -Establish goals & metrics of the process and drive, co-ordinate team to meet and exceed them -Establish contacts/relationship with key stakeholders and have regular connect to resolve complex operational issues -Drive internal audits and propose improvements relevant to Cash and Collection value stream -Responsible for overseeing collections activities for North America and Canada customers

Requirements

• call centre
• us nightshift
• erp systems
• get paid
• postgraduate
• leadership

What You Bring

-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 -Systems knowledge in ERPs (MacPac, Mapics, Amer, Oracle & SAP) will be preferred -Proven experience in running collection cycles, credit processes, use of Collection tools (e.g., Get Paid) and establishing metrics to ensure process adherence -Minimum: Postgraduate / master’s degree in any stream -Proficiency in Collections Tools like Get paid, Contact Tool, High Radius is required -Experience in North American process transition would be preferred -Working experience within a Shared Services, Captive/Outsourced environment supporting North America region is mandatory -Minimum: Postgraduate / Master’s Degree in any stream -Around 5 years people management experience is preferred -10-11 years of experience in Cash & Collection Processes in a Global/MNC environment, Includes managing teams of 20-30 people over this period -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 -Demonstrate leadership, interpersonal and collaboration skills to effectively supervise, mentor and influence team.

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About Johnson Controls

-Pioneered the electric thermostat, launching the building controls industry. -Evolved into a global leader in smart building systems through over a century of innovation. -Typical projects range from HVAC installations to integrated smart systems in hospitals, airports, stadiums, and data centers using their OpenBlue digital platform. -Expertise covers HVAC, fire detection and suppression, security systems, energy management, and facility services. -Earned LEED Platinum certification for its North American headquarters and supplied smart systems to landmarks like Burj Khalifa and Taipei 101.

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