Act as the senior escalation point for complex reconciliation breaks, billing disputes, payment mismatches, process gaps, and stakeholder queries across the supported regions.
Drive structured follow-up with country teams, Finance, Operations, Customs-related stakeholders, and business partners to ensure timely closure of reconciliation issues.
Monitor operational risks, recurring exceptions, and aged reconciliation items, and ensure corrective actions are tracked through to completion.
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Plan, assess and review day to day resource availability (e.g. absence and sickness) of own team, to ensure the continuity of the team output in line with agreed volume metrics.
Drive continuous on-the-job-training and coaching of team members in order to maximize an individual’s performance and development
Conduct daily performance dialogue and monthly one to one performance discussion and evaluation for individual’s performance and development
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Develop an Annual customer call cycle (Planned and Unplanned Maintenance) to secure committed orders with new and existing customers and gain any competitor held businesses to ensure that individual agreed targets are achieved. This call cycle is to be created annually, reviewed quarterly and updated on a monthly basis.
Build a strong client relationship to ensure that the account performs and grows to its maximum potential, reducing attrition rate and minimizing opportunities for competitors to gain business.
Conversion of qualified leads into customers (First Time Buyers) and develops and penetrates existing accounts (Retention and Development).
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Review aging accounts, disputed balances, and high-risk customers, implementing appropriate recovery actions and escalating critical issues as required.
Monitor collection performance metrics, including Collection Rate, DSO, and aging reports, and ensure accurate and timely reporting.
Maintain and review Management Aging Tracking Reports (MGTR) and provide collection insights, risk assessments, and corrective action recommendations to management.
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Ensure development and implementation of service programs in response to current and changing customer requirements identified by the sales teams
Work with the sales and commercial teams in extending the service portfolio to acquire new business opportunities and provide support in a timely and accurate manner
Extend support for planning and preparation of Customer Requests for Quotation (RFQ) and tenders including conducting customer visits and making presentations
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