The role of anAssociate Manager - CMS Operations (Collection Operations)involvesmanaging the systems and processes used for debt collection and payment management within an organization's finance or operations department. Key responsibilities typically include coordinating payment tracking, managing CRM entries, ensuring compliance, and overseeing a team to meet operational goals.
Core Responsibilities
- Payment & Collections Management: Manage the end-to-end collections process, including tracking payment clearances, following up on scheduled and credit sales payments, and ensuring all entries are accurately posted in the CRM or related systems.
- System and CRM Coordination: Act as a primary point of contact for technical issues related to the CMS and CRM platforms, coordinating with IT or tech teams for resolution and system enhancements.
- Process Efficiency & Compliance: Monitor and manage transaction processing to ensure compliance with regulatory guidelines and internal policies. Identify process gaps and propose improvements for efficiency, control, and automation.
- Reporting and Analysis: Generate and review reports on collections metrics, volumes, and performance indicators (KPIs). Analyze trends to provide data-driven insights to senior management and support decision-making.
- Team Leadership & Support: Supervise, mentor, and provide guidance to a team of operations or collection associates. This includes performance evaluation, training, and managing day-to-day task allocation.
- Stakeholder Communication: Liaise with internal departments (Finance, Sales, IT) and external clients or third parties to resolve issues, ensure smooth operations, and manage expectations.
Essential Skills and Qualifications
- Experience: Typically requires several years of experience in operations, finance, accounting, or a related field, with specific experience in collections or payment management.
- Technical Proficiency: Strong working knowledge of Content/Collections Management Systems (CMS) and Customer Relationship Management (CRM) software. Proficiency in MS Office, especially Excel, is often required.
- Soft Skills: Excellent problem-solving, communication (written and oral), and interpersonal skills are crucial for managing client interactions and leading a team.
- Compliance Knowledge: A good understanding of relevant financial or payment regulations and compliance standards.
- Education: A Bachelor's degree in a relevant field such as Finance, Accounting, Business Administration, or Operations Management.
