Collection Manager

About the role

Cornerstone OnDemand (CSOD), the world's largest stand-alone unified Talent Management company, is building a new hub in Costa Rica and is hiring a Collection Manager for its Global Shared Services team. The role oversees the daily operations of the collections department, ensures timely and efficient debt recovery while keeping customer satisfaction high, and involves managing a team of collection agents, setting performance targets and improving collection processes. The position is hybrid.

Key responsibilities

• Lead, manage and coach a team of collection specialists, providing training, support and guidance
• Monitor team performance targets so goals are achieved
• Ensure compliance with company policies and regulatory requirements
• Handle escalated customer issues and resolve them quickly, working with Sales, Account Management and other stakeholders to remove barriers to payment
• Analyse collection data to find improvements and implement strategies that boost efficiency
• Prepare and present regular reports on team performance to senior management
• Develop and implement strategies to improve collection rates and processes

Required profile

• Bachelor's degree in business, Finance or a related field
• 5-8 years' experience in Accounts Receivable, Credit & Collections, quote-to-cash or a related finance function
• Minimum 3 years' experience leading or supervising a collections team
• Experience in a multinational, Shared Service Centre, Global Business Services or BPO environment strongly preferred
• Comfortable working in a fast-paced global organisation undergoing significant transformation

Required skills

• Strong understanding of collection processes and regulations
• Ability to lead and motivate a team
• Strong problem-solving and decision-making skills
• Advanced English with good written and verbal communication
• MS Office, especially Excel, PowerPoint and Outlook