Senior Coordinator Account Receivable

Main Objectives of this position:

• Monitor and govern end-to-end AR operations performed by GCC, ensuring timely completion, SLA adherence and compliance with agreed processes.
• Manage escalations and exceptions from GCC and internal stakeholders, driving timely resolution of operational and customer-related issues.
• Oversee customer and collection risks, including critical overdue accounts, disputes, D&D, refunds and other matters requiring QSC intervention.
• Drive continuous improvement and management visibility through issue identification, process optimisation, automation opportunities and regular reporting of key risks and performance.

Function and duties:

1.AR Operations and monitoring:

• Monitor the end-to-end execution of AR activities performed by GCC, including Customer Master Data, Collection, Clearing, Dunning, Dispute, Deposit/Refund and Credit Management.
• Monitor daily task completion, backlog, aging and SLA adherence across all AR activities.
• Review exceptions and identify recurring issues, delays or process gaps requiring intervention.
• Ensure agreed processes and controls are consistently followed by GCC.

2.GCC Performance & Escalation Management

• Act as the primary escalation point for issues raised by GCC that require QSC intervention, clarification or management decision.
• Review unresolved and overdue items escalated by GCC and drive the relevant stakeholders towards timely resolution.
• Challenge recurring operational issues and ensure appropriate corrective actions are implemented.
• Escalate critical risks, persistent delays and SLA breaches to QSC management where required.

3.Internal Stakeholder Coordination

• Coordinate with Customer Service, Sales, Credit, Finance, Treasury, M&R, Depot and other relevant internal departments on issues impacting AR collection and customer accounts
• Drive cross-functional resolution for issues that cannot be resolved within GCC's scope.
• Ensure ownership is clearly assigned and follow up until closure.

4.Customer Escalation Management

• Take ownership of customer escalations that require QSC intervention beyond GCC's operational scope.
• Review the customer's concerns, coordinate internally and ensure timely resolution.
• Engage directly with customers, including making calls where required, particularly for critical, sensitive or long-outstanding matters.
• Ensure appropriate communication and follow-up with customers until the issue is resolved.

5.Customer Escalation Management

• Monitor overall collection performance, overdue development, aging and high-risk customer accounts.
• Monitor significant outstanding balances, long-overdue items, disputes and collection risks requiring management attention.
• Review collection risks relating to Demurrage & Detention, bad debt, insolvency and other high-risk accounts.
• Provide management with visibility of key collection risks, root causes and required actions.

6.Process Governance & Continuous Improvement

• Identify gaps and inefficiencies in the GCC operating model and drive process improvements.
• Identify opportunities for automation, standardisation and simplification across AR activities.
• Monitor the effectiveness of implemented automation and ensure processes remain sustainable following personnel changes.
• Ensure SOPs, escalation paths and responsibilities remain clear and up to date.

7.Management Reporting & Control Tower Visibility

• Consolidate and provide management visibility on key operational metrics, including backlog, aging, SLA performance, escalations, disputes and collection risks.
• Highlight critical issues requiring management attention and provide clear action plans and ownership.
• Track escalated items through to closure and maintain visibility of outstanding actions.

Any other projects/tasks assigned by the manager.

Qualifications and Technical Job Requirements:

• Diploma or bachelor's degree in accounting or finance

• Minimum 4 years in finance/credit control related experience

• Proficiency in MS Office

• Knowledge in ERP system/Accounting software preferred

• Fluent in both oral and written in English

• Shipping/Transportation/logistic industry experience will be a plus