Tier 2 North American Collections Supervisor

WTW is a leading global professional services company that helps organizations improve performance through effective people, financial and risk management.  With associates around the world, we offer solutions in the areas of employee benefit programs, talent and reward programs, and risk and capital management.

Global Finance Services (GFS) is an internal organization within WTW whose goal is to be the trusted partner for the business, delivered through high-quality, cost-effective global processes that consistently meet the needs of the business. GFS cultivates a customer-first service culture and a culture of respect and opportunities for its associates, of which each employee is expected to promote.

You will be responsible for managing Tier 2 Collections Analysts and supporting Tier 1 Collections Analysts including identifying the portfolio of assigned accounts, providing coaching and mentoring, and supporting or directly managing the escalations process.  You will also be collaborating with global teams to develop processes and procedures, and to resolve issues.

The Tier 2 Collections Lead is accountable for determining and meeting financial targets and supporting the customer relationship.  In addition to achieving performance results, the Tier 2 Collections Lead will continuously work with stakeholders to find ways to operate more efficiently and effectively.

Performance Objectives: 

Excellence

• Develop and maintain policies and procedures for the Collections process and ensure compliance with GAAP, Regulatory and internal controls

• Oversee collections processing activities including: 

• Analyse/ monitor client A/R account balances for past due balances

• Make client contacts per collections strategy (e.g. e-mails, follow-ups)

• Escalate collection issues to business senior leadership as needed

• Manage outstanding AR notifications

• Define collections strategy for prioritizing risk/value factors and deploy to collections team for action

• Develop Cash Collections and Bad Debt Reserve targets based on trends and observations

• Participate in Operational Review meetings and provide operational insight and status

• Serve as an escalation point for exceptions and make approval decisions as per Delegation of Authority policies (e.g. write-offs)

• Approve system role authorizations for Oracle Advanced Collections

• Support internal and external audits

People

• Build and manage a high performing Collections team that maintains a strong “client service” focus and culture:

• Responsible for recruiting, interviewing and hiring qualified Collections team resources

• Lead the performance management, salary administration, career planning, budget management processes

• Identify and ensure the training and development needs of Collections team members are met

• Plan and define performance goals with GFS Leadership to set overall and team-level performance measures and goals

• Work effectively within the team dynamic and develop, retain team members through effective management practices

Clients

• Foster a “client service” culture and instil a work ethic that includes collaborative thinking

• Manage client expectations on a daily basis, and work to resolve issues

• Establish collaborative relationships with internal (e.g. Billing and Cash Applications teams) and external clients (Segment and LoB Leaders) to understand the business, identify additional ways to be of service, ensure timely exchange of information and ensure client satisfaction

Financial

• Measure the performance (e.g. through Key Performance Indicators for working capital) and operational processes against goals

• Provide input to support definition of / revisions to service measures and service targets

• Identify collections process improvement opportunities and best practices

• Support the Global Process Governance team in implementing standard processes and continuous improvement efforts

• 10+ years of experience working in collections, preferably in a professional services environment

• 5+ years supervisory experience

• Experience managing service level agreements/key performance indicators

• Oracle (or other ERP platform) Accounts Receivable; Oracle Advanced Collections (or other Collections tool)

• Professional Services (e.g. consulting, auditing, project-based) industry experience

• Skilled in customer service interactions/ability to communicate with professional image/ customer-focused mindset through various channels (e.g. phone, e-mail, etc.)

• Strong accounting and finance skills

• Familiar with best practices in the field of Collections

• Ability to resolve exceptions and disputes

• Ability to manage customer expectations

• Ability to convey financial messages to leadership clearly

• Ability to work well under pressure and meet deadlines

• Ability to delegate and coordinate the performance of work activities

• Proven experience effectively working with direct reports on career development and making a positive impact on team morale, sense of belonging and participation

• Strong knowledge of MS Excel

• Proficiency in MS Word, Access, and PowerPoint

• Bachelors degree in Accounting, Finance or related field

Compensation and Benefits

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.  

This position will remain posted for a minimum of three business days from the date posted or until a sufficient/appropriate candidate slate has been identified

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off  (only included for Washington roles)
• Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a ”hybrid” style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution.

We understand flexibility is key to supporting an inclusive and diverse workforce and so we encourage requests for all types of flexible working as well as location-based arrangements. Please speak to your recruiter to discuss more.
 

EOE, including disability/vets