Front Line Manager
il y a 14 heures
As a member of the Order to Cash department, the Front-Line Manager will lead a team responsible for delivering high-quality Account Receivables processes. This role ensures operational excellence in: Contract setup with accurate attributes Customer identification and onboarding Billing accuracy Dispute resolution and customer care Cash collection and aged debt management The manager will drive team performance, maintain SLA compliance, and act as the primary escalation point for client interactions. Role Requirements Experience: Minimum 3–5 years in a leadership role. Strong English and French skills Skills: Strong organizational and prioritization skills. Excellent communication and negotiation abilities. Ability to manage performance and coach team members. Technical: Familiarity with ERP systems and query management tools. Behavioral: Self-motivated, proactive, and capable of handling high-pressure situations professionally.
Profil Recherché
Key Responsibilities
- Client Interaction & Relationship Management
Serve as the first point of escalation for Partner/Customer queries.
Ensure professional handling of disputes and provide solutions that enhance customer satisfaction.
Maintain strong communication channels with clients via email, query systems, and calls.
- Team Leadership & Performance
Lead and motivate the team to achieve operational targets and SLA commitments.
Monitor workload distribution and ensure timely resolution of requests.
Conduct regular performance reviews and implement improvement plans where necessary.
- Operational Excellence
Oversee query management, billing accuracy, and contract updates in ERP systems.
Ensure compliance with corporate guidelines, approval matrices, and internal controls.
Track and report on team performance, query resolution trends, and customer satisfaction metrics.
- Cash Collection & Debt Management
Support collectors in aged debt reconciliation and implement collection strategies.
Ensure timely execution of dunning processes and pre-legal actions when required.
Approve and monitor payment plans in line with company policies.
- Continuous Improvement
Analyze recurring query reasons and propose process improvements.
Drive initiatives to reduce disputes and improve customer experience.
Participate in customer satisfaction surveys and feedback loops.
Avantages sociaux et autres
Why Us?
We are investing in your growth, offering learning and career development opportunities at every level to help you find your spark;
We offer a virtual-first work environment, promoting a good work-life balance and real flexibility;
Our company is extremely diverse with representation of 165 nationalities;
We offer the opportunity to work with colleagues across the globe;
We offer comprehensive benefits for all employees;
We are a certified great place to work and a top employer in 25 countries including Romania, offering a positive work environment that values employee recognition and respect;
Amplitude horaire
2pm - 10pm Rabat time
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