Key Responsibilities:
Team Leadership:
⢠Lead, support and coordinate the daily activities of the Philippines based Accounts Receivable team.
⢠Allocate workloads and monitor team performance to achieve agreed service levels and quality standards.
⢠Conduct regular coaching sessions and performance reviews, providing feedback and development opportunities.
⢠Identify training needs, support onboarding and implement performance improvement plans where required.
⢠Foster a collaborative, accountable and customer-focused team culture.
⢠Escalate staffing, performance or operational issues to the Finance & Administration Manager as required.
Accounts Receivable Operations:
⢠Maintain accurate customer account and billing information to support billing accuracy.
⢠Oversee customer payment processing, posting and reconciliation activities.
⢠Process and oversee customer account changes, including establishing billing for new services, updating billing following service modifications, and maintaining accurate customer account information.
⢠Review, investigate and escalate billing discrepancies, customer account issues and system-related concerns.
⢠Monitor debtor collection activities and support the team to contribute to effective debtor management.
⢠Support service restriction or disconnection processes where applicable.
⢠Maintain the integrity of customer and billing system data.
Customer Service, Quality & Collaboration:
⢠Support the team to resolve customer enquiries and account issues professionally and within agreed service standards.
⢠Monitor compliance with company procedures, quality standards and KPIs, implementing corrective actions where required.
⢠Identify opportunities to improve processes, systems and customer experience.
⢠Work closely with the Australian based Accounts Receivable Team Leader and other internal teams to ensure consistent service delivery and resolve operational issues.
⢠Provide regular reporting on team performance, workload, operational risks and improvement opportunities.
General Responsibilities:
⢠Maintain confidentiality of customer and company information.
⢠Comply with company policies, procedures and legislative requirements.
⢠Contribute to a safe, respectful and inclusive workplace.
⢠Perform other duties within the scope of the role as reasonably requested.
Requirements
⢠Demonstrated experience leading or supervising an Accounts Receivable, Finance Administration or Customer Service team.
⢠Sound knowledge of accounts receivable processes, reconciliations, collections and customer account management.
⢠Strong leadership, coaching and performance management skills.
⢠Excellent customer service, communication and conflict resolution skills.
⢠High level of accuracy, attention to detail and problem-solving ability.
⢠Strong organisational and time management skills with the ability to prioritise competing demands.
⢠Ability to analyse performance, identify trends and drive continuous improvement.
⢠Ability to work collaboratively across geographically dispersed teams.
⢠Strong computer literacy, including Microsoft Office and billing systems.
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