Manager - Customer Services & Collections

Overview:
The Manager, Customer Services & Collections will lead two operational teams — Customer Service (Asia timezone coverage) and Small-Dollar Collections (International region). This role is responsible for driving
operational excellence, customer experience, and cash performance through strong people leadership, process improvement, and cross-functional collaboration. The ideal candidate will combine a deep understanding of
billing and collections operations with strong leadership and stakeholder-management skills to deliver results across global time zones.

Key Responsibilities:
Leadership & Team Management

• Lead, coach, and develop the Customer Service and

• Collections Team Leads and their respective teams to achieve operational and financial goals.

• Drive accountability through regular performance reviews, goal setting, and ongoing coaching.

• Foster a culture of collaboration, inclusion, and continuous improvement across both functions.

• Ensure adequate resourcing, coverage planning, and workload balance across Asia and International portfolios.

Operational Management

• Oversee daily operations in Customer Services (Billing, contract inquiries, cancellations, refund payment processing) and Small-Dollar Collections (cash collection, dispute management, and AR aging).

• Ensure adherence to global policies, controls, and compliance standards (including SOX, data privacy, and local regulatory requirements).

• Monitor KPIs and SLAs across service quality, response time, DSO, and cash collection metrics — taking corrective actions when needed.

• Identify and implement process improvements, automation opportunities, and best practices to improve efficiency and customer satisfaction.

• Act as escalation point for complex or high-impact customer issues requiring senior intervention

Cross-Functional Collaboration

• Partner closely with global and regional stakeholders — including Sales, Sales Operations, Credit, Legal, and

• Finance — to resolve issues, enhance customer experience, and streamline workflows.

• Collaborate with the global functional leaders to align on process standardization and system enhancements.

• Represent the function in cross-regional initiatives and internal business reviews.

Reporting & Analytics

• Analyze operational performance trends and communicate insights to senior leadership.

• Prepare management dashboards and monthly reviews highlighting achievements, risks, and action plans.

• Support forecasting and planning for headcount, cost, and performance metrics.

Qualifications:

• 10 years of experience in Customer Service, Order-to-Cash, or Collections operations, with at least above 5 years in a people management role.

• Strong understanding of billing, payment processing, and AR operations within a global, fast-paced organization.

• Exceptional leadership, communication, and stakeholder management skills across cultures and time zones.

• Analytical thinker with a proven track record of improving processes and delivering measurable results.

• Experience with Salesforce.com, SAP, or similar CRM/ERP systems preferred.

Core Competencies:

• Leadership & People Development – Builds high- performing, motivated teams.

• Operational Excellence – Drives efficiency and continuous improvement across functions.

• Customer Focus – Balances customer satisfaction with business priorities.

• Strategic Collaboration – Partners effectively across functions and regions.

• Accountability & Execution – Delivers against KPIs with urgency and precision