Acquire BPO is an award-winning business process outsource provider, to some of the world’s largest brands operating contact centers and back-office services from offshore, nearshore, and onshore locations to clients globally and serviced from Australia, Dominican Republic, Philippines and the United States. Known for our commitment to safety, flexibility, and innovation, we strive to be the partner of choice for businesses looking to leverage the best global BPO and AI resources. Our employee value proposition, Come for a career, stay for the fun , underscores our commitment to a vibrant, inclusive, and engaging work environment.
Why Join the A-Team?
Come for a career, stay for the fun!
- HMO coverage for you and your family
- Yearly Kick Off Parties with major giveaways (like the car in 2023)
- Get recognized through our ‘Value Awards’
- Grow your career - yes, we love to promote internally
- Do meaningful work and collaborate with the best
- 900 promotions given each year
- 2,700+ leadership training courses
A Glimpse into Your New Role
As a Senior Manager, you’ll continue to drive success for our accounts through leading people and projects for the campaign whilst promoting continuous improvement in a high-performance culture.
Below is an in-depth description of your responsibilities:
Leadership and Team Management:
- Lead, mentor, and manage a team of approximately 65 agents, including team leaders.
- Foster a positive, collaborative, and high-performance work environment.
- Conduct regular performance evaluations and provide coaching and development opportunities for team members.Ensure the team meets or exceeds performance targets and service level agreements (SLAs).
Credit Collection and Billing:
- Oversee the end-to-end credit collection process to ensure timely and efficient collections.
- Manage the billing process to ensure accuracy and timeliness in invoicing.
- Monitor and resolve billing discrepancies and customer issues promptly.
- Monitor call center performance, focusing on collection targets and reducing delinquency on a ~$50m receivables portfolio.
- Oversee billing operations, aiming for complete, on-time, and accurate delivery, increasing productivity, and reducing revenue leakage.
- Handle day-to-day operations, including recruitment, training, development, engagement, and performance management.
- Design and implement productivity reporting for agents to drive performance and provide data-driven coaching.
- Manage budgets and resource schedules effectively.
- Report and analyse weekly, monthly, quarterly, and annual metrics, with subsequent action planning.
Accounts Receivable (AR):
- Oversee AR processes to ensure accurate and timely recording of receivables.
- Implement and maintain effective AR policies and procedures.
- Monitor AR aging and implement strategies to reduce outstanding receivables.
Commission Management:
- Ensure accurate calculation and timely disbursement of commissions.
- Collaborate with relevant stakeholders to resolve commission-related queries and discrepancies.
Process Improvement and Optimisation:
- Identify and implement process improvements to enhance operational efficiency and effectiveness.
- Utilise data and analytics to monitor performance and identify areas for improvement.
- Develop and maintain standard operating procedures (SOPs) for all managed functions.
Stakeholder Collaboration:
- Work closely with the Head of Billing & Credit to align operations with strategic objectives.
- Collaborate with internal departments, such as Sales, Finance, and Customer Service, to ensure seamless operations.
- Serve as a point of contact for external stakeholders regarding credit, billing, AR, and commission matters.
Future Expansion:
- Prepare for and oversee the transition of additional finance functions to Manila as the organisation expands its outsourcing efforts.
- Ensure smooth integration of new functions into the existing team and processes.
Compliance and Risk Management:
- Ensure all operations comply with company policies, industry regulations, and legal requirements.
- Identify and mitigate operational risks to protect the company's financial assets and reputation.
What You’ll Bring
- Proven track record of meeting targets and delivering tangible outcomes
- Strong leadership and influencing skills, with demonstrated experience in developing and leading high performing teams
- Minimum 7 years’ Operations Management experience, running a critical business function with multiple teams, products and operating requirements
- Excellent decision-making skills, backed up with the ability to justify reasoning and take accountability for results
- Proactive, strategic thinker with an innovative approach
- Proven experience in effective coaching and development of emerging leaders
- Detail oriented and analytical
- Methodical approach to problem-solving, with tenacity to work continuously toward a suitable solution
- Ability to work with confidential and time sensitive issues
- Ability to plan, organise, track and coordinate initiatives
- Must possess a professional, courteous, and resilient attitude
- Excellent interpersonal communication and organisational skills
- Ability to build productive business relationships with peers, direct reports and stakeholders
With a diverse global team working together, we proudly embrace and live by these shared values:
- Collaboration: Brilliant jerks can be brilliant elsewhere.
- Impact: Do, get it done, create impact.
- Passion: Be positive, bring passion and energy.
- Transparency: A transparent team can help each other.
What are you waiting for?
Join the A-Team and experience the A-Life!
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