Cash Collections Team Leader

TITLE Cash Collections Team Leader –US&C

Location: Brazil/ São Paulo

About BT:

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.

We are now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we are on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you are interested in the power of potential, why not join us today and release yours?

About the role:

As the subject matter expect for the operational team, you will be expected to have a detailed understanding of the systems and processes required to support the team. You will also be expected to have a commercial and financial understanding of any implications resulting from operational delivery. You will support the wider team and managers with any ad hoc tasks required to run the team, ensure timely reporting and meet targets. This would include any training delivery/process improvements, whilst ensuring audit and governance compliance. You may be expected to be a point of escalation and manage both external customers, suppliers and internal stakeholder relationships.

You’ll have the following responsibilities:

• Cash Collection – Responsible for collection of cash within team and assigned.
• Debt Reduction – Accountable for the reduction of overdue debt against CFU agreed targets, to reduce debt >90 days past due.
• Productivity – Accountable for performance to meet targets to drive outbound call volumes to increase both the volume and value of promised payments. 
• Customer Experience - Accountable for delivering an excellent customer experience through relationships held with all internal and external customers.  Deliver improvements in Customer Experience through action against feedback gathered via Medallia.
• Quality Service – Responsibility to ensure quality contacts to all internal and external customers through review of inbound and outbound calls/contacts and stakeholder reporting.  Ensure compliance to process and policies set for both local and mandatory requirements
• Owning outcomes - I take the right decisions that benefit the broader organisation.
• Delivering for the customer - I execute brilliantly on clear priorities that add value to our customers and the wider business.
• Building for the future - I build diverse future-ready teams where all individuals can be at their best

You’ll have the following skills and experience:

Leadership – Able to lead and motivate your team to deliver against business targets and objectives.

• Collections Knowledge – Robust understanding of BT collections process, policy, and application.  Working knowledge of Business and B2C strategy, working practices and approval limits.
• Product & Stakeholder Knowledge – Understanding of BT’s products, sales, billing, and finance organisation/stakeholders. 
• Coaching – Able to effectively coach others, challenge performance, grow and increase talent within the team and utilise formal processes to improve performance.
• Financial & Commercial Acumen - strong numeracy skills to ensure accurate forecasting whilst able to create and utilise various methods of reporting, data analysis, trending etc. to identify and resolve debt issues.
• Communication - Excellent verbal and written communication skills
• Motivational - Able to motivate and influence others to ensure delivery to KPIs and increasing performance.
• Negotiation – Able to negotiate and problem solve with internal stakeholders/external customers.  Able to manage conflict well and influence others.
• Adaptable - Comfortable with change and able to drive new initiatives whilst engaging, empowering, and supporting the team through change.
• Highly organised - able to prioritise and utilise resource effectively and efficiently to deliver against KPIs
• Experience in Cash Collection and Credit Control within BT and knowledge of relevant policies and processes MANDATORY
• Experience in leading and motivating teams to deliver against business targets and objectives MANDATORY. 
• Experience of managing complex customer issues through to resolution in relation to billing and payment MANDATORY
• Experience in delivery of a high standard of customer experience and methods to increase NPS/ASAT MANDATORY
• Experience and working knowledge of billing systems/platforms e.g. Collections Desktop MANDATORY
• English language MANDATORY
• CICM qualified or working towards PREFERRED.
• Experience and practice of Continuous Improvement methodology PREFERRED.
• Excellent understanding of MS Excel, Access, Outlook, Word, SharePoint MANDATORY
• Bachelor’s degree in a related field
• People Management experience
• Good Excel skills
• Collections experience
• Ability to work under pressure.
• Enhanced experience in collections/finance in a Global operational environment
• expertise in Collection Dunning Strategy
• Experience working as part of a focused and professional team.
• Be able to demonstrate a customer focused approach and delivery of excellent customer service.

Benefits

BT offers a superior global and diverse culture that fosters health and wellness for their employees. 

This opportunity is eligible for an annual bonus, a competitive base salary, comprehensive benefits, and a generous vacation package.

The one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing Smart Working at BT (combination of remote and office work depending on if you reside near a BT office). Smart Working means having the flexibility to choose, as a team, how and where you work depending on your team’s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you’ll have the chance to discuss Smart Working and how it might work for the job you are applying for.

BT has implemented various health and safety protocols regarding COVID-19, especially depending on your geography, local or Federal mandates. As part of these protocols, BT colleagues may be required to wear face coverings and social distance during spikes in cases in your area and share information regarding vaccination status. Certain colleagues may be subject to additional requirements based on customer and business need. BT will consider reasonable accommodations for medical, disability, or religious reasons.

Relocation support for this position is not currently available.

Who is the BT Group

We're the leading communications provider with customers in 180 countries. Across the world we enable customer's digital transformations so they can thrive. Our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services.

BT values and supports diversity in all its manifestations. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity, and the contribution they make. We do not allow any form of discrimination on the basis of race, age, gender, skin color, nationality, religion, sexual preference, physical or mental disability, and/or any other group protected by law. When we say you’re welcome at BT, we really mean it.