Global Collections Manager

A key objective of a Collections Manager is to maximize protection of Microsoft’s investments in Accounts Receivable (AR) while acting as a trusted advisor to the business and delivering key decision support, enabling profitable growth and effectively managing the lifecycle of the dollar. The candidate will also be accountable for accelerating cash flow and optimising collections performance.  

Collections Manager role champions customer obsession across the organisation, acting as a trusted source of knowledge and ensuring the customer’s voice influences business decisions. The role focuses on building strong relationships, driving adoption of solutions, and resolving escalations effectively.  

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.   

Responsibilities

People:  

• Practice Microsoft’s leadership principles – communicate with clarity, generate positive energy, and deliver results .

• Invest in learning, AI skill building and career development. 

• Model and foster a collaborative, inclusive, growth-mindset culture. 

• Challenge the status quo, innovate boldly, and empower employees to learn in the flow of work.

Prioritization:  

• Collections Management – Independently manage collections and cash applications for assigned portfolio providing support, direction and leadership.  Utilise AI to drive improvements in collections portfolio to achieve targets.  Ensure prudent and necessary business decisions to manage risk and facilitate collections.  Address customer payment issues and leverage the Business Engagement team to assist. 

• Additional responsibilities include project participation and/or leadership on AI initiatives that are necessary to adapt the business processes to keep up with significant year-over-year growth.  

• Empower vendors/suppliers globally and hold them accountable for process adherence and meeting Service Level Agreements. This includes management of a standard rhythm and engagement with global suppliers, support escalations, and Service Level Agreements/Key Performance Indicators management while delivering impact and a great customer experience.  

Partnership:  

• Work with policy owners to drive program improvements and compliance while driving forward change and evolution of business processes to best support Treasury and Microsoft customer needs.  

• Drive positive customer experience by understanding customer needs, support customer satisfaction initiatives, and addressing customer and stakeholder queries/escalations. 

• Partner with teams across Microsoft, both internal and external to Treasury, on projects and initiatives to deliver best in class processes, reporting, Accounts Receivable performance, and a world class customer experience.  

• Partner with key stakeholders and organisations within Microsoft to accomplish objectives of improved Collections, dispute resolution, risk mitigation, customer satisfaction and decision support.  

• Business Process Excellence - Leverage Treasury's Business Process Outsourcer (BPO) to achieve agreed performance metrics.  This requires the individual to partner with the BPO