C2C Collections Process Expert

Senior Process Associate

We are seeking a proactive and customer-focused Senior Process Associate to join our team. In this role, you will be responsible for overseeing processes, ensuring service excellence, meeting key performance targets, and driving continuous improvement initiatives while delivering high-quality support to clients.

Key Responsibilities

• Execute and oversee assigned processes in accordance with established policies and procedures.
• Ensure compliance with service level agreements (SLAs), quality standards, and operational targets.
• Provide excellent customer service and support client requirements effectively.
• Analyze processes and identify opportunities for improvement, automation, and efficiency.
• Support problem resolution and make sound process-related decisions.
• Collaborate with internal teams and stakeholders to deliver business objectives.
• Drive continuous improvement initiatives and contribute to process innovation.
• Serve as a subject matter resource for process-related queries and best practices.

Qualifications

• Bachelor's degree in Business Administration, Finance, Accounting, Human Resources, or a related field preferred.
• 2+ years of experience in a shared services, operations, customer service, or business process environment.
• Strong analytical and problem-solving skills.
• Excellent English communication skills, both written and verbal.
• Experience working with performance metrics, KPIs, and service delivery targets.
• Proficiency in Microsoft Office applications; experience with ERP or workflow management systems is an advantage.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.

What We're Looking For

• Strong customer service orientation.
• Ability to take ownership and make informed decisions.
• Process improvement and continuous learning mindset.
• Strong attention to detail and organizational skills.
• Ability to collaborate effectively with cross-functional teams.
• Leadership potential with the ability to guide and support others.

Join our team and help drive operational excellence by delivering high-quality services and innovative solutions that create value for our clients.

As a Process Lead You Will Be Expected To

• Have deep knowledge of the process, policies and desk top procedures within their engagement; Be aware of the client specific adjustments and deviations from the generic GPM process design; Apply process improvement methodologies (e.g. Lean Six Sigma) to the area of expertise for the continuous improvement purposes ;Has good understanding of process taxonomy and process approach from an end-to-end perspective (e.g. good DGEM knowledge) ;Drive Value back to client utilizing their process expertise;Keep abreast of technology technological developments, their strengths and weaknesses and suggest technology related improvements within the given area of expertise; Understand the client system architecture and how it relates to the CG Platforms and offerings including the Automation Drive Suit and DGEM Tech; Have very good knowledge of CG and other Platform approaches, the Automation Drive Suit and DGEM Tech – building certifications in DGEM Tech technologies; Be familiar with standard analysis tools/techniques; Look for and gather key data and conducts a structured analysis. ; Be aware of the business context for the analyzed data and can draw insights and makes relevant recommendations with coaching'; Understand the cost drivers of the services and supports effective usage of them in the service delivery; Understand KPI measures and their impact on profitability; Identifies and escalates out-of-scope requests ; Displays ability to proposes improvements to optimize and increase efficiency and effectiveness within the delivery

General Responsibilities / Accountabilities Responsible for the day to day management of the client’s Accounts Receivable portfolio; Ensures the delivery of a high quality, customer focused service on a daily basis to the client in accordance with agreed Service Level Agreements; Ensure quick resolution by the Credit Control Team of issues and escalated items; Manage a complex AR portfolio, negotiates and implements payment solutions with clients; Responsible for achieving cash collection and ageing targets ; Applies fundamental collection techniques and adjusts collection strategies to the requirement of the portfolio; Regularly assess all credit management controls and procedures for change and improvement ; Develop strategies and solutions for problematic customers ;Develop strategies and solutions to overcome credit management and credit control challenges ; Is able to develop customer complex account reconciliations ; Ensure cash collection targets are met Confident communicator who is able to articulate complex concepts in a manner that leads to desired outcomes; Good communicator who can articulate complex concepts with key stakeholders across different levels in a manner that leads to desired outcomes; Good negotiation skills

Qualifications (Education/Experience/Certification)

• Minimum English at CEFR Grade B1 (intermediate) or equivalent
• Is finalising certifications in DGEM Tech technologies