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Function: Customer Excellence (CX) – North America

Reports To: SR Director NA Delivery, Customer Excellence

Job Level: Senior Manager – Provides leadership and direction through managers and individual contributors

Travel: Up to 20%

Job Summary

The Senior Manager, Credit & Collections Strategy leads the transformation of the credit and collections function from a traditional transactional execution unit into a predictive, forward-looking strategic powerhouse across North America. Positioned at the intersection of financial decision intelligence and operational strategy, this role explicitly separates strategic architecture from daily tactical execution to accelerate cash velocity, drive measurable DSO reduction, and minimize Bad Debt Expense (BDE). The leader is responsible for continuously evaluating, piloting, and integrating cutting-edge analytics, machine learning, and AI-driven portfolio scoring to anticipate risk and direct collector capacity where intervention yields the greatest financial impact. Located in the US to integrate tightly with GBS/Finance leadership, Sales Operations, and high-value enterprise clients, this leader oversees a multi-region team of Strategy specialists and Collections Managers across the US, Canada, Bogota, and Manila.

Provides leadership and direction through managers and individual contributors. Is accountable for the financial and operating performance of a significant portion of the Customer Excellence sub-function across North America. Translates future vision into strategies across multiple areas of responsibility, determines executability of strategies, and leads readiness, resourcing, and funding scenarios. May provide input to the development of functional strategy through the breadth and scale of areas of responsibility. Progression to this level is restricted on the basis of individual capabilities and business requirements.

What You'll Do

Strategic Credit & Collections Transformation

• Architect and drive the enterprise-wide evolution of credit and collections, transitioning the organization from reactive transactional processing to a predictive, intelligence-led operating model.
• Continuously evaluate, test, and integrate emerging AI capabilities, longitudinal behavioral analytics, and predictive decision-intelligence tools to maintain a forward-looking strategy.
• Establish dynamic account segmentation frameworks utilizing multi-variable AI-driven portfolio scoring to categorize accounts by risk, payment trajectory, and influenceability.
• Design and deploy automated collection playbooks and Oracle system workflows that optimize collector capacity and target intervention where it creates maximum financial value.
• Align credit risk evaluation with commercial objectives to enable sustainable revenue growth while mitigating bad debt exposure.

Working Capital Optimization & Performance

• Leverage predictive analytics and automated workflows to accelerate cash velocity, driving measurable DSO reduction and BDE gains.
• Set performance targets and maintain oversight over portfolio health, past-due metrics, and bad debt exposure across customer segments.

Cross-Functional Escalations & Alignment

• Establish an overarching credit framework and dedicated credit function to govern policy and align collection strategies closely with Sales and Operations.
• Develop and execute a service suspension framework with full buy-in and alignment across Sales, Operations, and GBS/Finance leadership.

What You'll Need

• 8+ years of progressive experience in Credit & Collections, Finance Operations, or Revenue Management, including leadership of managers and distributed global teams.
• Proven expertise in risk segmentation, predictive analytics, AI-driven portfolio scoring, dynamic collection playbooks, and automated workflows.
• Deep experience leveraging Oracle ERP for collections strategy development, workflow configuration, and system-driven optimization.
• Strong track record of driving working capital gains, DSO reduction, and bad debt minimization.
• Excellent cross-functional communication and stakeholder management capabilities across GBS, Finance, and Sales leadership.
• Bachelor's degree in Finance, Accounting, Business Administration, or related field.

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