PRIMARY RESPONSIBILITIES
The Collections & Credit Control Manager is responsible for initiating effective methods and tools in successfully receiving customer payments as well as maintaining & achieving departmental KPIs. Responsibilities extend to all applicable sub-region countries and entities, for both 3rd party and intercompany.
SPECIFIC RESPONSIBILITIES
1. Leadership, People Management & Performance
- Lead, mentor, and develop the credit control and collections team.
- Set performance objectives and Key Performance Indicators (KPIs).
- Conduct performance reviews, coaching and development sessions.
- Ensure adequate workload management and resource planning.
- Manage staff effectively and assign daily functional activities.
- Ensure direct reports and extended resources comply with relevant policies and procedures.
2. Credit Risk Management & Customer Master Governance
- Ownership of customer master data maintenance and verification.
- Maintain credit limits and payment terms.
- Approve client account creation (process check and confirmation)
- Lead customer credit risk reviews with business stakeholders.
- Monitor customers exceeding approved credit limits & payment terms and implement corrective action plans.
- Maintain IFRS 9 expected credit loss and bad debt reporting.
3. Collections & Accounts Receivable Management
- Lead weekly collection review meetings with business units.
- Review significant overdue accounts and negotiate recovery plans.
- Negotiate payment arrangements with customers and business for approval.
- Escalate delinquent accounts to management or legal channels where necessary.
- Maintain customer feedback and expected payment dates.
- Receive and communicate payment remittances.
- Ensure collection notes and customer commitments are accurately documented.
- Regular follow-up and resolution of pending items preventing collection of customer payments.
- Resolve outstanding cash on delivery (COD), unidentified and unallocated cash entries.
4. Cash Flow, Working Capital & Treasury Management
- Provide accurate and complete short-term and long-term cash flow forecasts to Treasury and Finance leadership.
- Develop actions to improve Days Sales Outstanding (DSO).
- Support working capital improvement initiatives.
- Collaborate with Treasury and Finance leadership to maximize cash conversion and liquidity performance.
5. Reporting, Analytics & Business Insights
- Initiate and maintain daily reports to management.
- Maintain departmental dashboards and KPI reporting.
- Monitor and report on collection performance, customer payment trends, credit exposure and overdue debt.
- Provide management with actionable insights to support decision making and performance improvement initiatives.
6. Stakeholder Management & Business Partnering
- Lead collaboration and information sharing between various departments
- Build strong relationships with internal and external stakeholders to facilitate timely collection of outstanding receivables.
- Act as the primary escalation point for customer payment issues and credit-related matters.
7. Governance, Compliance & Internal Controls
- Maintain and ensure compliance with documented workflow procedures, policies and work instructions.
- Approve refund requests in accordance with delegation of authority requirements.
- Assist with external and internal audits.
- Ownership of internal control submissions relating to the function, including MCS and ICOFR requirements.
- Ensure compliance with all applicable finance policies, procedures and control frameworks.
- Be compliant to all SGS QHSE and HR policies and procedures.
- At all times, comply with SGS Code of Integrity and Professional Conduct.
8. Process Improvement & Transformation
- Monitor, review and continuously improve the Order-to-Cash (O2C) and Bill-to-Cash (B2C) processes.
- Identify opportunities for automation, standardisation and operational efficiency improvements.
- Participate in finance transformation and continuous improvement projects.
- Drive the implementation of best practices across collections, credit control and receivables management.
- Required to initiate projects to transform other country collection departments within SGS, as instructed by Finance leadership.