B2B Collections

About the RoleAs a B2B Collections Team Lead, you will manage day-to-day collections operations, ensure SLA achievement, drive team performance, and support continuous process improvements within the Order-to-Cash environment. You will work closely with internal and external stakeholders while leading a team responsible for collections, disputes, deductions, and credit management activities.

Key ResponsibilitiesLead daily B2B collections operations and ensure smooth BAU deliveryManage team performance against client-defined KPIs and SLAsConduct coaching, training, and performance feedback sessionsPerform quality evaluations and support continuous improvement initiativesHandle collections, disputes, deductions, and credit management processesReview and resolve operational issues and escalationsMonitor shrinkage, absenteeism, attrition, and outlier agent performanceCommunicate effectively with internal and external stakeholdersPrepare weekly and monthly performance reports and presentation decksDrive process improvements and operational efficienciesSupport client-specific collections lead activities and delivery requirementsEnsure adherence to collection strategies, dispute management, and reconciliation processesMust-Have Qualifications5–7 years of experience in B2B Collections within an Order-to-Cash (O2C) environmentTeam Lead experience managing a B2B Collections portfolioStrong understanding of B2B Collections KPIs, SLAs, reporting, and performance managementExperience in collections, disputes, deductions, and credit managementKnowledge of the complete Order-to-Cash cycleExperience working in a contact center collections environmentExposure to dialer operationsExperience using accounting ERPs and collections tools such as High Radius, Get Paid, Oracle Collections, or similar platformsAdvanced Excel skills, including VLOOKUPs and Pivot TablesStrong analytical and problem-solving abilitiesExcellent verbal and written communication skills for supporting North American customersWillingness to work rotational shifts, including night shiftsGood-to-HaveExperience in client management and stakeholder engagementKnowledge of quality tools and methodologiesStrong reporting and performance analysis capabilitiesExperience preparing business review decks and operational presentationsProcess improvement and efficiency enhancement experience.