Collection Manager

Job Summary

The Collection Manager will oversee the daily operations of the collections department, ensure timely and efficient debt recovery while maintaining high levels of customer satisfaction. This role involves managing a team of collection agents, setting performance targets, and developing strategies to optimize collection processes.

Key Responsibilities

• Team Management: Lead, manage and coach a team of collection specialists, providing training, support, and guidance.
• Performance Monitoring: Monitor performance targets for the team, ensuring goals are achieved.
• Compliance: Ensure compliance with company policies and regulatory requirements.
• Customer Issue Resolution: Handle escalated customer issues and resolve them in a timely manner. Provide excellent customer service to internal and external stakeholders; manages and mitigates escalations.
• Data Analysis: Analyse collection data to identify areas for improvement and implement strategies to enhance efficiency.
• Reporting: Prepare and present regular reports on team performance to senior management.
• Process Improvement: Develop and implement strategies to improve collection rates and processes.
• Build relationships: Partner with Sales, Account Management, and other stakeholders to resolve issues preventing payment.

Qualifications

• Education: Bachelor’s degree in business, Finance, or a related field.

• Experience: 5–8 years’ experience within Accounts Receivable, Credit & Collections, quote-to-Cash or a related finance function.

• minimum 3 years’ experience leading or supervising a collections team

• Experience within a multinational, Shared Service Centre (SSC), Global Business Services (GBS) or BPO environment strongly preferred.

• Skills:

• Strong understanding of collection processes and regulations.

• Ability to lead and motivate a team.

• Interpersonal skills & strong problem-solving and decision-making abilities.

• Strong knowledge of MS office especially Excel, PowerPoint & Outlook.

• Advance English and good written and verbal communication skills to interact upward and cross functionally are a must

• Must be comfortable operating in a fast-paced global organisation undergoing significant transformation.

• Extra dose of awesome if you have…

• Experience of technology-enabled process improvement

• Our Growing Presence in Costa Rica

• Cornerstone is excited to be building a new hub in Costa Rica as part of our continued investment in growing our global talent and capabilities. We are bringing together teams across a variety of functions, creating exciting opportunities for people to join us at the ground floor of this new chapter and help shape how we grow in the region.

• We have invested in a new office in Costa Rica, with construction beginning soon, and we expect our presence and capabilities in the region to continue expanding over time. For those joining us now, this is a unique opportunity to help build something from the beginning, work alongside talented colleagues across Cornerstone globally, and be part of our longer-term growth in Costa Rica.

• Employment Structure

• As we establish our operations in Costa Rica and complete the process to operate under the country’s Free Trade Zone Regime, Cornerstone is partnering with Recluta, our local Employer of Record (EOR).

• Our Culture

• Spark Greatness. Shatter Boundaries. Share Success. Are you ready? Because here, right now – is where the future of work is happening. Where curious disruptors and change innovators like you are helping communities and customers enable everyone – anywhere – to learn, grow and advance. To be better tomorrow than they are today.

Who We Are:

• At Cornerstone, we believe in AI that works in the service of people, amplifying their judgment to drive high-performing, future-ready organizations forward. Cornerstone Workforce AI™, the intelligence platform for workforce readiness, brings together workforce and labor market data into a proprietary Cornerstone People Graph™, translating signals into intelligence, targeting learning where it matters, developing critical skills, and surfacing hidden talent. Delivered as an open, enterprise platform across whatever application your people work in every day, Cornerstone Workforce AI is built for scale, security, and trust, with certified AI guardrails. As an industry leader, Cornerstone is helping approximately 7,000 organizations, 140M+ users, across 186 countries build continuous workforce readiness.