Customer Advocacy Manager

Global Treasury Financial Services (GTFS) supports the digital transformation journey of Microsoft’s customers, partners & vendors by providing credit and payment solutions to support revenue growth while managing credit risk. We are seeking a Senior Finance Manager - Customer Advocacy to join our compliance first organization. This team also has customer obsession and deal economics focus. 

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.

In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day. 

Responsibilities

People: 

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

• Invest in learning, skill building and career development 

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

Prioritization: 

• Collections Management – Independently manage collections and cash applications for assigned portfolio providing support, direction and leadership.  Utilise analytics to drive improvements in collections portfolio to achieve set overdue and cash 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 or leadership on AI initiatives that are necessary to adapt the business processes to keep up with significant year-over-year growth. 

• Empower several vendors/suppliers globally and hold them accountable for process adherence and meeting Service Level Agreement. 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 GTFS and Microsoft customer needs. 

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

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

• Business Process Excellence - Leverage the WW Credit Services Business Process Outsourcer (BPO) to achieve agreed performance metrics.  This requires the individual to partner with the BPO and BPO Manager to ensure execution and delivery of goals. 

• Support Audit, Tax, and Trade teams to ensure timely delivery of documentation requests related to Sarbanes-Oxley Act and other compliance requirements 

Protect: 

•  Ensure strict adherence and understanding of Microsoft policies and hold Business Process Outsourcers accountab