2nd Line Operations Manager – Cash Collections

Job title: 2nd Line Operations Manager – Cash Collections

About the Role The 2nd Line Operations Manager – Cash Collections oversees multiple collections teams through first-line managers, driving end-to-end receivables and collections strategies to optimize cash flow, reduce past due balances, and achieve operational excellence. You will lead performance management, stakeholder engagement, and transformation initiatives across the organization.

What You'll Do

• Lead multiple collections teams via first-line managers across geographies, ensuring SLA/KPI adherence and end-to-end cash collections operations
• Drive performance against DSO, past due, and cash collection targets to optimize cash flow
• Ensure compliance with global policies, controls, and standard processes
• Design and monitor team KPIs and scorecards; conduct regular performance reviews and implement action plans to close gaps
• Lead resolution of critical escalations, high-value delinquent accounts, and disputes; drive root cause analysis and sustainable fixes
• Manage and develop first-line managers; drive coaching, succession planning, and a culture of accountability
• Oversee headcount planning, workload balancing, and resource allocation aligned with business demand
• Collaborate with Sales, Finance, Credit, and Customer Support to drive collections effectiveness and issue resolution; maintain strong internal/external relationships
• Lead automation, digital transformation, and process improvement initiatives; promote analytics, dashboards, and data-driven decision making
• Promote standardization and scalability across operations

What We're Looking For

• Education: 4-year bachelor’s degree in Accounting, Finance, or related field
• Experience: 8+ years in a GBS organization; 5+ years of leadership experience managing multiple teams
• Knowledge: Deep understanding of Order-to-Cash (O2C) processes, credit/collections lifecycle, ERP systems (SAP preferred), and reporting tools
• Skills: Cash Collections & AR Management; Performance Management; Leadership & People Development; Strategic Thinking; Stakeholder Management; Dispute Resolution & Risk Management; Process Improvement & Automation; Data Analytics & Reporting (Power BI, Excel, SAP)
• Behavioral: Proactive, Creative, Accountable, Collaborative, Customer-focused

Nice to Have

• SAP and/or SAP FICO experience; experience with Power BI dashboards and data-driven analytics