PRIMARY FUNCTION / POSITION OVERVIEW:

Responsible for collection of Accounts Receivable with the objective of attaining targeted Days Sales Outstanding (DSO), past-due dollar goals and minimize bad debts. Ensures adherence to Schindler Receivables Management policy within AR department and in field operations (FO). Drives to improve collections methods to strengthen Schindler NWC position.  Direct supervision, coaching and mentoring of regional AR supervisors and AR department.  Sets targets and monitors performance pertaining to all collections topics and KPIs.  Interfaces with select customers (high profile, high volume and high exposure customers) to ensure prompt payment and resolution of disputes in a timely manner. 

DEPARTMENT OVERVIEW:

Schindler is on a journey to improve its processes, drive increased business value and optimize service delivery. The organization is moving to a Business Service Center (BSC), while expanding standardization and continuous improvement capabilities. 

The Schindler BSC organization will play a major role in the pivot to process automation and leading practices. The evolution in the BSC aims to serve as a platform for future growth in the business and a model for innovation and unlocking customer potential. The team being assembled will be key in driving process standardization and optimization by centrally managing end-to-end processes, while meeting service delivery.

ESSENTIAL FUNCTIONS:

Describe the key responsibilities of the position in order of importance and identify % of time spent on that responsibility.

Team Management:

• Direct AR supervisors (4) and AR department daily functions including but not limited to periodic formal reviews of performance, actions, collector notes, metrics, measurements and KPIs.
• Develop competency within AR supervisors and AR team members through training, coaching, mentoring and direct supervision.
• Ensure appropriate staffing and account coverage within AR team (30 people)
• Drive KPI attainment, promote accountability and build upon a performance driven department.  Set targets and monitor performance vs target for each direct report and overall team
• Drive the service culture of the department to include quality audits of calls, customer experience training and creating a feedback loop.
• Engage and motivate team to maintain a positive and productive work environment

Collections efficiency:

• Responsible for driving improvement in the following KPIs:  DSO, Bad Debt Expense, AR Aging, Cash Collections, Dispute Coding, Call Volumes, Unapplied cash.
• Participate in collections meetings and/or calls with large and high exposure district offices.  Lead collections meetings when required. 
• Monitor credit, bankruptcy risk and growing AR balances for key customers and highlight risk to management.
• Interface with select customers (high profile, high volume and high exposure customers) to ensure prompt payment and resolution of disputes in a timely manner
• Escalation of disputes to upper management as needed.
• Attend periodic construction/service office meetings to gain understanding of job-related issues, which could impact collection efforts, and to convey to attendees' collection issues on problem accounts.
• Strong working knowledge of lien waivers, cash applications, repair billing/credits/cancelations, GAP reporting, bad debt and maintenance contract reviews as needed
• Strategize and develop projects, in conjunction with Cash Applications, to minimize unapplied cash and improve efficiencies

Processes and Systems:

• Ensure strict adherence to Schindler Receivables Management policy within AR department and in field operations (FO).
• Work closely AR supervisors and other Financial Support departments to ensure all processes and/or tasks are covered timely as needed
• Identify and drive process improvements including automation, robotics, and other efficiency measures. Manage existing bots and continuously look for opportunities to implement  for automation.
• Documenting and publishing all SOP’s Standard Operating Procedures that apply to BSC as well as Field teams.
• Leading end to end Value Stream Mapping exercise to improve the Collections processes. 
• Lead any IT infrastructure upgrade needs on SHAPE implementation.

Reporting

• Produce AR reporting for month-end Net Working Capital (NWC) closing package
• Support financial planning by forecasting cash and providing information for the preparation of the annual budget
• Review aging reports and proactively strategize ways to support collection activities and manage delinquent accounts
• Participate in monthly NWC meetings with CFO and Headquarters (Switzerland) management