Manager – Account Management (Credit & Collections)

Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For over 30 years, we have been entrusted with caring for our clients’ customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive and frictionless. As an early pioneer in robotic automation, we added to our core through steady investment and acquiring key capabilities. Our design capabilities marry human insight, design-thinking, and process engineering. To make these designs come to life as envisioned by our designers, we employ the latest in robotic automation, conversational AI techniques with a range of AI-ML enhanced products and cloud-based platforms.

We believe that the best relationships come from trust and value.  We call it One Sutherland.

Sutherland is seeking a leadership-oriented and self-motivated person to join us as a Account Manager – Credit & Collections. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! 

Candidate Profile:

• Experienced in managing B2B (business to business) accounts, and can guide/suggest strategy, policies and best practices for the client to improve their current AR performance.
• Solid understanding of Accounts Receivables and Credit Analysis.
• Strong client-facing, communication and presentation skills; ability to assess and anticipate client needs and instill confidence.
• Customer service orientation and negotiation skills.
• Strong Microsoft Suite skills (Excel, Word, PowerPoint, Access).
• Experienced leader with ability to develop talent.
• Excellent analytical skills with strong ability to problem solve and proactively improve upon existing processes.
• Agile and organized, structure-oriented individual with ability to appropriately prioritize and juggle many competing deliverables.
• Ability to proactively anticipate issues, provide recommendations, and communicate key issues at the right level at the right time. 
• Sense of urgency – Priorities may require quick turn-around for senior preview and presentations. 
• Flexibility and Adaptability– This role may evolve over time and the successful candidate will need to demonstrate flexibility and ability to pivot to support the success of the organization and the Finance team.

The Manager is responsible for:

• Oversight of all financial and related activities of the team.
• Analyzing, Planning, evaluating,  and continuously improving all aspects of credit & collection functions and processes.
• Credit Lines – Review and approve credit revisions for setting credit limits on new and existing customers. Supply feedback if additional information is needed or offer alternatives if we cannot justify approving needed limit for work.
• Addressing customer complaints concerning billing or service rendered and collaborate with internal departments to resolve customer's disputes.
• Leadership of a team with a focus on talent development.
• Responsible for effective Knowledge Transfer of Activities from clients to Team Members.
• Keep Account Manager and Clients SMEs always apprised of program performance, through the timely completion and submission of all requested program reporting.
• Work closely with the Team and clients to ensure timely Month End Close.
• Implement/Support Process Improvements.
• Involved in Monthly/Quarterly Review calls and update team on action items.
• Manage monthly reports, payment terms deviations, check refund requests.
• Cash Application support for additional remittance details needed, unidentified customer, etc.
• Approve adjustments to customers’ accounts – offsets and write offs.
• Negotiate payment plans with customers.
• Send accounts to Collection Agencies & manage ongoing accounts with agencies.
• Bad Debt Reserve – manage monthly report.
• Pull data for auditors.
• Adherence to Control and Compliance.
• Other duties as assigned by Management.

Education & Professional Certifications:

• Bachelor’s degree in accounting, ACCA or equivalent with over 7 years related experience

All your information will be kept confidential according to EEO guidelines.

As your prospective employer, we need to process your Personal Data as needed to evaluate your qualification for the position you are applying for with Sutherland.  During the recruitment process, your Personal Data may be transferred outside of Jamaica and disclosed to third parties in the normal course of the recruitment and/or employment process or as needed to comply with applicable laws. This may include transferring information to our affiliated Companies for purposes connected to your employment with the company or to the management of Sutherland’s business.