What you’ll be doing...

You will lead a team of technical and finance operation professionals. You will own the innovation and roadmap of Interactive Voice Response (IVR) systems, Voice Response Systems (VRU), Automatic Call Distributor (ACD), Outbound Dialer, Cisco UCCE, Avaya, Web technology development and a host of workforce management technologies for the Bill to Cash organization.

Providing thought leadership by recommending and crafting technology solutions, you’ll support broader finance operation objectives in terms of improving cash flow, reducing bad debt and churn. You will be at the forefront of digital transformation, self-serve enhancements, and owning multiple projects and programs. As we evolve our digital technologies, you will drive digital technology projects such as AI, Conversational IVR, and Visual digital offers to improve the customer experience and journey. You will also collaborate cross-functionally with IT teams, field directors and managers to deliver system enhancements and implement technology initiatives.

Team Leadership

  • Inspire, motivate, develop and coach the teams to deliver on strategic and tactical initiatives.
  • Articulate broader organizational strategy, and synthesize goals and objectives while helping the team deliver results.
  • Align your team and paint a broad picture of roles and responsibilities in support of the finance credit and collections strategy.
  • Measure the effectiveness of the team, provide feedback, reinforce positive behaviors and develop a career progression plan for your team.

Operational Excellence

  • Drive the implementation of finance collection strategy as it relates to connecting customers to organizational strategies using technology solutions.
  • Measure overall customer engagement effectiveness of all technologies within your scope.
  • Communicate results, trends, as well as corrective actions to senior management in a clear and concise manner.
  • Research, benchmark, and recommend emergent technology solutions.
  • Lead continuous improvement initiatives, including root cause analysis, and proactively identify risks and provide corrective actions.
  • Lead Lean Six Sigma projects to improve operational efficiency in finance digital transformation.

Technology Management

  • Showcase knowledge of web development and coding as you lead individuals responsible for building web tools, and KPI dashboards.
  • Sponsor and own various projects and programs as well as coordination with IT, and other functional business units to complete IVR and routing enhancements.
  • Provide technology thought leadership to foster finance digital initiatives across all business units and work with service center senior leadership to address outages or issues related to IVR, Call Routing and Workforce Technologies.
  • Lead your team to Identify opportunities to support the wider finance organization strategic and tactical initiates as it relates to digital transformation.
  • Lead your team to continuously conduct deep dive analysis, and identify areas of opportunities to drive system enhancements and quality controls across multiple lines of finance functional groups.
  • Lead identification of system enhancements, develop technology roadmaps and sponsor those projects and initiatives.
  • Continuously conduct deep dive analysis to identify areas of opportunity within the IVR to improve self-serve completion rates, deflection rates and enhance customer experience.

Business Intelligence

  • Drive business intelligence by championing a data-driven approach to collections strategies and operational activities, connecting the dots and providing business insights to senior leadership.
  • Lead your team to analyze system performance and operational metrics, and provide refined recommendations and solutions to drive operational efficiency and improved business outcomes.
  • Simplify complex technical information to a broader none technical work group and provide insights to senior leadership.
  • Conduct benefits analysis and document the realization of projects and effects of systems enhancements and process changes.

What we’re looking for...

You'll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Six or more years in a leadership role in Technology, Finance, and Operations.
  • Resource management experience.

Even better if you have:

  • Master’s degree, more impressive if you have your MBA.
  • Experience with IVR, Call Routing ACD, Call Manager, ICM, Verint, SQL, Tableau, Teradata.
  • Lean Six Sigma certification.
  • Advanced understanding of report query and design using Access, Excel, SQL, and Tableau.
  • PMP, Agile, Scrum certifications.
  • Analytics and reporting experience.
  • Finance and collections experience.
  • Demonstrated strong organizational and strategic decision-making skills.
  • Program management experience and solid communications skills to apply Agile, PMI PMP methodologies and Lean Six Sigma to drive the success of multiple projects and operational activities to achieve finance strategic objectives.
  • Understanding of business analysis as it relates to requirements planning, benefits management and documentation of project realization related to system, technology and process project outcomes.