Cash Collections Team Leader

**Cash Collections Team Leader**:
- Job Req ID: 43454
- Posting Date: 17 Feb 2025
- Function: Finance
- Unit: Finance & Business Services
- Location: Sao Paulo, Brazil
- Salary: Competitive
TITLE **Cash Collections Team Leader -US&C**
Location**:Brazil/ São Paulo**
**About BT**:
BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.
We are now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we are on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.
So, if you are interested in the power of potential, why not join us today and release yours?
**About the role**:
**You'll have the following responsibilities**:
- **Cash Collection** - Responsible for collection of cash within team and assigned.
- **Debt Reduction** - Accountable for the reduction of overdue debt against CFU agreed targets, to reduce debt >90 days past due.
- **Productivity** - Accountable for performance to meet targets to drive outbound call volumes to increase both the volume and value of promised payments.
- **Customer Experience** - Accountable for delivering an excellent customer experience through relationships held with all internal and external customers. Deliver improvements in Customer Experience through action against feedback gathered via Medallia.
- **Quality Service** - Responsibility to ensure quality contacts to all internal and external customers through review of inbound and outbound calls/contacts and stakeholder reporting. Ensure compliance to process and policies set for both local and mandatory requirements
- **Owning outcomes** - I take the right decisions that benefit the broader organisation.
- **Delivering for the customer** - I execute brilliantly on clear priorities that add value to our customers and the wider business.
- **Building for the future** - I build diverse future-ready teams where all individuals can be at their best
**You'll have the following skills and experience**:
**Leadership** - Able to lead and motivate your team to deliver against business targets and objectives.
- **Product & Stakeholder Knowledge** - Understanding of BT's products, sales, billing, and finance organisation/stakeholders.
- **Coaching** - Able to effectively coach others, challenge performance, grow and increase talent within the team and utilise formal processes to improve performance.
- **Financial & Commercial Acumen** - strong numeracy skills to ensure accurate forecasting whilst able to create and utilise various methods of reporting, data analysis, trending etc. to identify and resolve debt issues.
- **Communication** - Excellent verbal and written communication skills
- **Motivational** - Able to motivate and influence others to ensure delivery to KPIs and increasing performance.
- **Negotiation** - Able to negotiate and problem solve with internal stakeholders/external customers. Able to manage conflict well and influence others.
- **Adaptable** - Comfortable with change and able to drive new initiatives whilst engaging, empowering, and supporting the team through change.
- **Highly organised** - able to prioritise and utilise resource effectively and efficiently to deliver against KPIs
- Experience in Cash Collection and Credit Control within BT and knowledge of relevant policies and processes **MANDATORY**:
- Experience in leading and motivating teams to deliver against business targets and objectives **MANDATORY**.
- Experience of managing complex customer issues through to resolution in relation to billing and payment **MANDATORY**:
- Experience in delivery of a high standard of customer experience and methods to increase NPS/ASAT **MANDATORY**:
- Experience and working knowledge of billing systems/platforms e.g. Collections Desktop **MANDATORY**:
- English language** MANDATORY**:
- CICM qualified or working towards **PREFERRED.**:
- Experience and practice of Continuous Improvement methodology **PREFERRED.**:
- Excellent understanding of MS Excel, Access, Outlook, Word, SharePoint MANDATORY
- Bachelor's degree in a related field
- People Management experience
- Good Excel skills
- Collections experience
- Ability to work under pressure.
- Enhanced experience in collections/finance in a Global operational environment
- expertise in Collection Dunning Strategy
- Experience working as part of a focused and professional team.
- Be able to demonstrate a customer focused approach and delivery of excellent customer service.
**Benefits**
BT offers a superior global and diverse culture that fosters health and wellness for their employees.
This opportunity is eligible for an annual

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