About the role
The OTC Collections Professional, reports directly to the OTC Credit and Collections Supervisor of Global Shared Services Center in support of its mission to leverage resources on a global scale through the use of shared services to reduce costs, maintain or increase customer service, and build new capabilities.
Responsibilities include the delivery of Best In-Class OTC processes in accordance with negotiated Service Level Agreements.
The OTC Credit and Collections Professional will implement and execute process strategies within the following broad functional areas : Collection Management Manage proper collection activities and efforts to ensure timely and accurate recovery of this important asset Deductions Settlement Ensure customer deductions and discrepancies are properly handled and resolved
Key accountabilities and responsibilities
KEY ACCOUNTABILITIES AND RESPONSIBILITIES
Execute the collections process cycle (customer contact, escalations, legal referrals, etc.) to accelerate cash collections, and reduce DSO and overdue percentage.
Create on a monthly collections strategy to make sure targets are achieved.
Coordinating with the Rebates and Customer Services teams to provide visibility of deductions and a prioritization of cases to be tackled.
Completion of monthly tasks such as SOX controls, reports and information delivered to key stake holders.
Coordinating with the Cash Apps team to make sure accounts are reconciled and payment are applied accordingly.
Becoming a problem solver of issues reported by customers and key stake holders. Manage escalation and keep track of common mistakes and complaints
Keeping track and providing visibility of trends that produces uncollectability (Disputes / claims, Rebates deductions, returns, etc.)
Conduct regular touchpoint meetings with key stakeholders (Commercial team, local finance, Customer Service and Logistics) to share results, challenges and require support.
Ensuring a high level of global process efficiency and effectiveness
Developing a mindset of continuous improvement by constantly striving for ways to :
Leverage process efficiencies on a global basis
Drive down end to end process costs while improving quality and performance
Interacting and collaborating with local business partners and global process owners to identify strategic opportunities through which GBS -
COSTA RICA can drive additional value for Bacardi active participation in the GBS - COSTA RICA Governance process
Measures of success
Strategy : Execute strategies established by the OTC Manager to gain efficiencies, reduce cost and to provide visibility to other areas (Customer Services, Sales teams, Logistics) about potential improvement areas impacting the GBS process.
Alignment : maintain alignment with GBS - COSTA RICA and global process strategies through active interaction with the Local Commercial Team, Customer Service, Logistics and Local Finance.
GBS - COSTA RICA Leadership.Process Efficiency & Effectiveness : review and provide input to targets for global cost / service level performance metrics consistent with the defined process strategies, manage GBS process team to achieve targets, communicate GBS process team’s productivity and results on a regular basis, ensure that process documentation is complete and current within established standards, keep abreast of new technologies and practices used in process through external learning and networksContinuous Improvement : review and provide input to process improvement ideas and prioritization, ensures that work plans are completed for improvement initiatives and monitors implementation progress, assist in conflict resolution process work and actively manage the escalation process.
Leadership : Have a clear understanding of expectations for the global process strategy and direction, identify barriers to teams’ success and requests internal and external support to resolve issues, persuades key stakeholders and business partners to drive resolutions.
Critical experiences for success
To be successful in this role you will have / be : Schedule Flexibility : Starting at 5 : 00 AM or 6 AM Costa Rica time Languages : Position with English (90%) required, Position with English (75%) and Portuguese (90%) required.
Coordinate timely payment of invoices in order to maximize cash flow. Collects all past-due balances for designated sales area, keeping AR balance current and to a minimum by performing monthly ledger market reviews and account reconciliations as necessary to maintain a clean ledger.
Work with cash application to proactively resolve unapplied cash and seek opportunities to gain improvements in hit rates and add customers to EFT whenever possible.
Proactively partners with internal and external customers to identify trends and resolve issues causing late payments.
Full understanding of the customer’s strategies, policies and key personnel, as well as Bacardi’s terms of sale, internal policies and key personnel.
Analyze customer deductions and unearned cash discounts in order to reinforce terms, expedite early payments, and maximize cash flow.
Define, process map, measure and benchmark regional cash application and order settlement processes in a consistent manner and develop a process for implementing best practices, standardized solutions and tools
Prior experience using SAP and working knowledge of US GAAP
Excellent problem-solving abilities with experience in process and quality analysis
Strong written and oral communication skills; comfortable presenting to an Executive Level audience in both English and Portuguese
Open to travel, especially during initial implementation period (not at the moment)
Ability to handle multiple and changing priorities while working in a matrixed organization
Ability to initiate and foster open dialogue across BBS - COSTA RICA and the Business Partner organization
Proven process implementation success including the establishment of plans and processes for accomplishing work and projects, evaluating progress and results and adjusting when needed.
A customer focused service delivery specialist with global orientation.
Superior communication skills, written and verbal, able to effectively address all levels within the organization.
Works cooperatively as a member of a team and is committed to the overall team objectives rather than own interests.
Knowledge and experience with SAP and other applicable software programs preferred.
Business and process knowledge and a commitment to continuous improvement.
Minimum of three years professional Customer Financial Services experience in progressively responsible roles. Accounting is a plus.
Minimum of three years of experience working across one or more of the Invoice to Cash process areas : (cash application, credit management, invoice collection and deduction settlement)
Experience communicating directly with senior leadership, including managing issue resolution at high levels in the organization.
Proven experience building business relationships with all levels of the organization.
Ability to work in a fast-paced environment and successfully manage a rapidly changing environment.
The following experiences are preferred :
Experience in the Spirits and / or FMCG industry is a distinct advantage
Strong knowledge on the OTC Credit and Collections and Cash Apps processes
Experience in efficiency gains thru system optimizations (SAP) and process simplification
Experience in Shared Services environment preferred
Other languages specific to region desirable such us Dutch
Proven positive results on stabilizing process after migrations to Shared Services Center
Previous experience on managing the core Collections activities :
Bad Debt determination
Overdue balances analysis
Collection Forecast determination
AR Aging management
AR Account reconciliation
Unapplied Cash handling
Relevant education : B.S. degree in a financial, accounting or business-related field; degree associated with process area a plus
Our ways of working
Our family legacy has positively influenced our ways of working and has shaped the values to which our employees aspire.
We’re caring, like a family, and not only internally, but also in the wider communities in which we operate. This is demonstrated by our commitment to both act responsibly and promote the choice to drink responsibly.
We trust one another, and through that trust are able to forge strong teams and networks that empower our matrix organization structure.
We’re passionate, reflecting our Latin heritage, and this means that we commit more than just time to our work : we commit energy, heart and soul.
We are dedicated to being a role model in our industry, and we approach everything we do with Integrity First. Together, our values help us create what we’re most proud of : our True Heart and Winning Spirit both in our home markets and across the world.