Iron Mountain Collection Operations Leader in Norcross, Georgia
At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary, while helping them bridge the physical and digital world. Our people have the opportunity to bring their creativity to a workplace that thrives on change. Here, you will be part of a team that doesn’t just embrace what’s exceptional. It creates exceptional.
Primary purpose of the role
This role is a key part of the global Agreement to Cash (A2C) organisation, which is focused on Billing, Accounts receivable, Cash applications, Customer Disputes resolution and Cash Applications. As part of the NA A2C leadership team, the Operations leader is focused on working with the 9 vertical collection leaders to drive improvements and delivery of collections for North America.
Our core North American business has over 160k customers ranging from small, medium businesses to our largest and most strategic accounts. Across this customer base and our commercial structure, we have a broad range of payment behaviours. This is a role that requires interaction with senior business leader and finance leaders, deals with key customers (e.g. for escalations or disputes) and interacts with sales leaders to influence and drive collection..
The A2C Operations Leader will be responsible for supporting the NAM A2C VP in motivating and leading the NAM Collection teams, engendering a sense of empowerment in the pursuit of first class customer service delivery. This will include driving delivery of cash collection strategies, continues improvement, monitoring KPI’s ( including their leading and lagging indicators) as well as interpreting them to drive actions and deliver on expected outcomes. The role will require meticulous attention to detail and the ability to accurately interpret key drivers, both positive and negative, and taking appropriate action where necessary. The role will also include oversight of NAM key collection targets of cash, aging and BDE.
The role will collaborate closely with NAM A2C VP, NAM CFO, Sales VPs and Directors and our Care leadership to drive cash collection and liaise with the Sales and Operations account owners to address issues that impact upon A2C process efficiency and cash collection performance.
The Operations Leader will be responsible for local governance and control activities, as well as the local implementation of A2C Collection policies. The role will also be responsible for performance oversight in areas that involve activities for NAM A2C Collections Vertical Leaders, including performance inputs, contributing to planning, budgeting and forecasting in relation to Collector headcount.
Financial Accounting responsibility:
The Operations leader will have responsibility for the collection related accounting balances and movements, in particular General and Specific reserves, write offs and elements of revenue accounting.
We are conducting a global A2C Transformation, implementing standards processes, operational procedures and a standard global technology stack. The role will be responsible for the local implementation of A2C leading practices (policies, procedures, reports) for NAM Collections.
Driving cash collection to meet targets for A2C as well as embedding a cash mindset in all activities and A2C teams.
Supporting the A2C team to localise any global initiatives and drive local implementation
Longer term, supporting the implementation and execution of the integration of acquisitions, new businesses and additional countries / businesses into the A2C model.
Management of aged receivables, BDE and ultimately driving achievement of EBITDA targets
Governance of cash initiatives e.g. cash calls and meetings, target setting, collection reviews for each Vertical, monthly reporting etc.
Enforcing compliance with A2C policy, identifying and addressing any deviations with those concerned, e.g. discussing the unapproved granting of extended payment terms with Sales management and agreeing remediation plans.
Managing the surfacing and resolution of billing-related disputes, i.e. ensuring that dispute resolution timescales are achieved including any major disputes that require fast track (48 hour) resolution and driving actions to reduce the impact of disputes upon cash collection.
Leading cross-functional (Sales, Operations, Finance) sessions to drive the eradication of the root causes of the most frequently occurring disputes, ensuring that action plans are documented and executed on time.
Interpreting changing customer payment performance segmentation results to track the degree of success in applying specific collection processes to specific customer segments, e.g. assessing the impact of proactive telephone collection and fast track dispute resolution upon major bad paying customers. This will include liaising with Sales teams to present results and agree actions that Sales need to take to support payment performance improvement.
Providing guidance and advice on how to resolve major customer payment issues, e.g. reviewing accounts with significant aged backlogs of unpaid invoices, unresolved disputes and unallocated cash. This will include leading meetings with major customers to discuss issues and agree resolution plans.
Managing the implementation and ongoing execution of leading practice cash collection processes including proactive telephone collection, variable automated dunning letter cycles, SMS based collection etc. This will include reviewing results on a monthly basis and making adjustments as and when required.
Managing the overall level of credit-related risk by tracking and monitoring the level of 90 day+ overdue receivables, identifying reasons, driving actions to collect cash and actions to resolve unresolved disputes. This will include reviewing the relationship between credit-based risk assessment, payment performance and 90 day+ overdue receivables to identify and action opportunities to adjust initial decision making on payment terms and payment methods
Facilitating decision making with local A2C stakeholders, including effective communication on status, issues, risks and opportunities.
Oversee all A2C related month-close activities and month-end reporting ensuring that timescales are consistently met.
Overseeing and assisting with all A2C internal and external audit requirements and queries. Responsible for operationalising global internal audit recommendations
Managing the regional A2C delivery organisation and partnering with all local A2C stakeholders. The operations are delivered from a number of locations, centers onshore, offshore, 3rd party and remote workers. The role should set behavioural expectations and set the tone-from-the-top to make this successful.
Ensuring that key stakeholder relationships are maintained and there is strong communication and interaction between key business unit stakeholders and the A2C GPO organisation.
Identifying and supporting the development of appropriate A2C related training to fill capability and skills gaps. Conduct training where applicable and/ or feasible.
Identifying top talent and flight risks within the region, and manage and mitigate these individuals as appropriate.
- Temporary resources or support may be considered on an ad hoc basis, depending on the roadmap of activities
Agreement to Cash VP for NAM (direct manager)
Agreement to Cash Global Process Owner
Agreement to Cash Delivery Leads in other regions
Agreement to Cash Transformation Leads
Agreement to Cash GPO organisation
3rd party providers
Agreement to Cash Vertical Segment Leaders as well as their total Organizations.
Regional and Country CFOs and Finance Directors
Regional and Country Sales and Operational Directors
Cash Collection, Collections Strategy, DSO and BDE
Meeting cash targets
Credit policy including A2C governance and controls
Customer satisfaction (re Billing & Collections including dispute management)
Process and Systems utilisation and standardisation
Customer master data
Driving a cash mindset (change management)
A2C KPIs and data management
Operational Excellence and Improvement
Skills (including languages ) :
English fluency is required.
Track record of successfully driving performance and process improvement. Strong business process definition and analysis skills.
Understands the importance of cash within a business, and understands the components that can drive improvement results in cash collection metrics to a targeted level.
Ability to project manage, lead and work collaboratively in a matrixed environment with a large number of stakeholders to deliver end to end continuous process improvement
Flexibility and resilience to adapt to changing requirements and timeframes.
Excellent written and oral communication skills and able to create impactful, concise and easily understood presentations, and is able to effectively engage and influence senior stakeholders.
Strong analysis, problem solving, proactive root cause analysis, customer interfacing and conflict resolution skills.
Ability to constructively challenge the status quo, identify improvement opportunities and engage with all relevant parties to gain commitment, lead changes and ensure success. A change agent that is passionate about speed and simplicity.
Ability to set clear priorities and objectives for self and others and clarify ambiguities as they arise.
Ability to assess risk with A2C processes and to implement appropriate controls to mitigate risk.
End to end process understanding of the A2C operating model, ideally with a track record of DSO and cash collection sustainable performance improvement.
Minimum 15 years relevant functional experience, ideally billing or collections (preferably exposure to both);
5-10 years’ experience senior leadership roles
Experience working in a multinational environment in a matrix management structure.
Six-Sigma, Lean Enterprise or Continuous Improvement experience is a plus, but not essential.
Experience and working knowledge of Oracle ERP systems, billing systems, customer portals and CRM including SalesForce.
Track record of improving customer experience.
Experience in leading teams and managing change due to restructure and systems migrations and business integrations.
Remote team management, with ability to lead and motivate during ambiguity
AR settlement negotiations with largest customers and senior individuals
Experience managing a multi million $ cost center
Mobility Requirements: Up to 25% travel both domestically and some internationally (subject to COVID)
Iron Mountain is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, colour, creed, age, national origin, sex, sexual preference or handicap.
Disclaimer: This job description is not meant to be an all-inclusive statement of every duty and responsibility on the jobholder. Certain features of this job are described in the above headings, but are not necessarily limited to the above written statements. They may be subject to review. All positions within Iron Mountain may include other duties as assigned.
Compliance Obligations ----all employees:
It is the responsibility of every Iron Mountain employee:
To comply with all applicable laws, rules, regulations, and company policies
To exhibit ethical behaviour in accordance with our Code of Ethics and Business Conduct
To complete required training within the allotted time frame.
Category: Finance Group
Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.
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