O2C Collections - Exec / Sr. Exec - Night Shift

• Job Purpose -
• The Collector is responsible for working closely with clients, Operations and Segment Finance on problem resolution
• and debt management, while ensuring customer satisfaction.
• Reporting to Sodexo Financial Shared Services (FSS), the successful candidate will primarily reduce delinquencies by
• calling on delinquent accounts, monitoring accounts and reviewing assigned accounts to resolve discrepancies using
• North Americas credit and collections processes, tools, standards and capabilities. The candidate will liaison with
• internal and external customers as required and will provide action-oriented performance analyses in an efficient and
• transparent manner.

• Job Scope -
• Financial - 10.50bn $ annual collection
• Relationships - Regional Finance Teams (North America); Business Unit Controllers / Finance Business
• Partners; North America O2C Domain Manager; IT & ERP Support Teams; Internal & External
• Audit
• Scope -North America

Main assignments -

Collections/Support Operations

• Optimize diligent cash collection through efficient use of collection tools and generate worklist/account

queue.

• Contact clients or Accounts Payable offices regarding past due balance. Understand their situation and

work to resolve delinquency.

• Investigate and resolve client queries, discrepancies and disputes.
• Document collection activity and progress in each client profile, including appropriate coding, clear notes,

promises to pay, and required follow-up dates and actions.

• Establish Promises to Pay and provide timely follow-up on payment commitments.
• Actively prioritize and organize work to ensure Service Level Agreement (SLA) objectives are realized
• Promote strong collaborative relationships between the FSS Credit & Collection Team, Operations,

Segment Finance, and other stakeholders

• Request write-offs, reapplications and refunds appropriately
• Escalate large collection issues appropriately
• Support various project leadership initiatives to improve collections, cash flow, efficiencies and/or

effectiveness

• Provide backup support to teammates as needed

Portfolio Risk

• Manage portfolio of accounts
• Escalate material portfolio risks and unresolved account issues through the appropriate channels.
• Analyze payment history and trends to identify possible risk exposure and action
• Minimize bad debt write-offs and maximize cash receipts while being sensitive to internal and external

customers.

• Person Specification-
• • Education: Bachelor of Commerce (B.Com) or any higher degree in Finance/Accounting (e.g., MBA
• Finance, PGDM).
• • 3+ years of experience for executive & 5+ years of experience for Senior executive in Shared Services
• with experience in O2C and Accounts Receivable

• Technically strong, with a working knowledge of Collections & Debt Management
• Commercial/business-to-business collections experience
• Excellent written and verbal communication skills, including ability to interact effectively with all levels

• throughout Company organization
• • ERP AR module user experience, preferably SAP
• Competencies
• • Ability to successfully collect past due invoices while enhancing the customer relationship/experience and
• ensuring timely payment to accelerate AR collections and deliver solutions.
• • Demonstrate ability to create a positive professional impression, establish trust, that enables open and
• constructive communication
• • Maintain a strong customer-service focus by managing detailed account discussions professionally and
• preserving constructive customer relationships.

• Ability to de-escalate conflicts over the phone.
• Strong problem-solving abilities: ability to understand a customer’s account activity including action items

based upon guidelines provided.

• Ability to work cross-functionally to resolve issues and bring them to resolution timely to receive payments
• Exceptional time management and organizational skills
• Ability to multitask and prioritize workload.
• High degree of initiative and ability to work well independently; and in a collaborative team environment with

a demonstrated customer service orientation.