Senior Team Lead, Collections

Make an impact at NTT Global Data Centers

Join NTT Global Data Centers and be part of a team that drives innovation and sustainability in the digital world. With over 150 data centers across more than 20 countries globally, we offer unparalleled opportunities to work on cutting-edge technology and transformative projects. Experience a collaborative, innovative, and inclusive workplace where your ideas are valued, and your growth is supported.

Your role at a glance

The Senior Team Lead, Collections oversees a global portfolio of accounts receivable, leading a team responsible for cash collection, dispute resolution, credit risk mitigation, and AR aging health. This role partners closely with Sales, Billing, Cash Application, and Revenue Accounting to accelerate cash, minimize bad debt, and improve Days Sales Outstanding (DSO). The role combines people leadership, portfolio strategy, and operational excellence, ensuring adherence to company policies, SOX/internal controls, and applicable regulations.

What we are looking for

KEY RESPONSIBILITIES:

• Leadership & Team Management
• Lead, coach, and develop a team of collectors and senior collectors (typically 6–12 FTEs) with clear goals, weekly pipeline reviews, and performance feedback.
• Own team capacity planning, queue assignment, and prioritization based on risk, aging buckets, and value-at-risk (VaR).
• Build a high-performance culture with dashboards, incentives, and recognition tied to cash targets and quality metrics.
• Portfolio & Operations
• Own Global/segment cash collection targets, DSO, Current %, and >90/120 aging reduction plans; publish weekly and monthly performance packs.
• Oversee proactive outreach cadence (email/calls/portals), payment plan negotiations, short‑pay management, and promise‑to‑pay adherence.
• Govern dispute triage (pricing, PO issues, service credits, billing errors), driving root-cause analysis and cross‑functional closure SLAs.
• Partner with Credit Risk to recommend credit limit changes, account holds/releases, and escalations for high‑risk customers.
• Ensure cash application alignment (remittance, short pays, unapplied, on‑account), working closely with the Cash Apps team to clear exceptions.
• Manage month-end close inputs: cash forecast, allowance for doubtful accounts (AFDA) insights, and aging commentary for Finance/Controllership.
• Maintain collection strategies by segment (enterprise, commercial, strategic accounts), leveraging segmentation, scoring, and dialer/workflow tools.
• Stakeholder Management & Escalations
• Run cross-functional AR standups with Sales/CS/Billing to unblock disputes and accelerate payments.
• Lead structured client escalations with account teams; participate in Quarterly Business Reviews (QBRs) for top past‑due customers.
• Provide executive-ready reporting to Finance Leadership on risk exposure, cash variances, and remediation plans.
• Process, Controls & Continuous Improvement
• Uphold SOX/internal control compliance across collections, adjustments, and write‑off workflows; ensure documentation and audit readiness.
• Identify and execute process improvements/automation (e.g., dunning optimization, template standardization, portal enrollment, RPA opportunities).
• Drive data quality—customer master hygiene, invoice accuracy, billing addresses, and payment method enablement (ACH/wire/SEPA/virtual card).
• Contribute to policy updates (credit, collections, dispute, write‑off thresholds) and train the team on changes.
• Track and improve customer experience in the collections process (professional tone, clarity, and resolution speed).

KNOWLEDGE & ATTRIBUTES

• Strong command of Order‑to‑Cash (O2C) processes—billing, cash app, credit risk, and collections best practices.
• Proficient in ERP/finance systems (e.g., SAP S/4HANA, Oracle) and collections/workflow tools (e.g., HighRadius, GetPaid, BillTrust) and customer portals.
• Advanced Excel/Sheets (lookups, pivots, modeling), comfortable with BI tools (Power BI/Tableau) for AR analytics and forecasting.
• Understanding of IFRS/GAAP concepts relevant to AR and internal controls/SOX.
• Leadership & Behavioral
• Data‑driven decision maker with bias for action and ownership of outcomes.
• Persuasive communication and negotiation skills—able to handle executive‑level client escalations.
• People l