Guatemala City Collections Service Delivery Manager 2

Job description

In this role you will manage contracts daily including operations and finance and complex operational issues and will be responsible for profitability and productivity of the contract. You will continuously improve the service by identifying potential risks and resolving them through innovative reliable tools and methodology deployed by motivated staff. You will constantly explore opportunities for account development. As an Operations Manager you will be expected to: • Operate as Subject Matter Expert, recognized as a “guru”/expert in application of process(s) specialism • Demonstrate an extended ability to think outside of the box and challenge convention • Drive DGEM development within the expert community and DGEM deployment for your Client • Have excellent knowledge of technological products and solutions available on the market and has strong awareness of their strengths and weaknesses to drive the innovation of new products and processes • Be an “Influencer” in the further development of the functionality of process specialism via technical knowledge, capabilities and attitude • Have strong understanding of business context for the analyzed data, can draw insights and makes relevant recommendations to drive process improvements • Construct analysis of information that conveys the salient facts in a clear, unambiguous way to a variety of audiences to drive, decision making and process improvements • Be able to have senior level conversation with the client in the business context utilizing outcomes of the analysis performed • Have good understanding of the business, its’s volatilities and the impact on organizational finances and service. Demonstrates critical thinking associated with managing risk • Use sound commercial principles to manage profitability in delivery and ensures services delivered are within the contractually agreed scope • Manage continuous improvement agenda and innovation within the engagement offering commercial benefit and operational efficiency • Drives the continuous improvement culture within the delivery team to drive further productivity as well as value for Client • Encourage, support, and enable individuals, exploring new ways to engage them and help identify the greater contributions they can make to the business. • Sets and communicates vision, goals and objectives in an inspiring and motivational manner and ensures staff have career and development plans and that these are achievable. • Participate in or leads successful recruiting efforts, evaluating candidates against organization / project needs and position/role demands General Responsibilities / Accountabilities: • Ultimate owner of the performance of their account • Reduce the amount of exceptions and rework on an ongoing basis by analyzing volumes, exceptions and then recommending root cause- Drives DGEM automation and best practice at all levels • Focused on maximizing automation at the core of all roles within the team • Outstanding communicator who can articulate complex concepts with key stakeholders across different levels in a manner that leads to desired outcomes • Outstanding negotiation skills that deliver the desired result in complex scenarios • Influencing and persuading key stakeholders • Responsible for the execution of the Collections activities undertaken on behalf of the client across one or more client teams • Sets forth the new process and team targets that drive collections, customer experience, and value to the client. Has an end to end vision of the overall O2C objectives and synergies between the teams • Resolve all customer escalations that can be handled within the DoA of the engagement, and drives the resolution of escalation, in collaboration with the client, through conference calls with customers, billing teams, sales teams, and other client and customer contacts. Takes ownership in driving issues to resolution. • Looks strategically at business rules, dynamic strategies, and works with reporting an insights teams to develop predictive analysis. Also works with technology teams to ensure a maximized level of automation across all processing and interaction roles. • Provides mentoring to team as needed and conducts “no stripes” meetings with teams. Creates a strong team collections culture. • Ensures team cash collection targets are met, reviews critical accounts, and takes ownership in resolving key account issues. • Initiates the development of engagement specific training material. • Liaises with legal representatives at appropriate timing • Establishes and develops relationships with major accounts • Negotiate with customers on matters regarding their account Qualifications (Education/Experience/Certification): • Minimum English at CEFR Grade C1 (Advanced) or equivalent • Certified in at least 1 DGEM Tech Technology within tower and working towards DGEM Tech technology certifications in other towers Código de referencia: 583587 Fecha: 13 nov 2026 Nivel de experiencia: Ejecutivos Tipo de contrato: Permanente Localización: Guatemala City, GT Brand: Capgemini Comunidad Profesional: Finance Enviar candidatura ahora » • Enviar la solicitud ahora • Inicie la candidatura con LinkedIn • Espere... 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