Team Leader - Collections + CSE

Team Leader / Supervisor - Credit Control & Customer Service (APAC)

Purpose of the Role

The Supervisor - Credit Control & Customer Service (APAC) is responsible for leading teams supporting regional collections, credit monitoring, and customer service activities. This role ensures timely recovery of receivables, high-quality customer interactions, and adherence to operational standards. The position drives team performance, resolves escalations, and collaborates with internal and external stakeholders to support financial and customer experience objectives across the APAC region.

Key Responsibilities

Operations Oversight

• Supervise daily Credit Control and CSR operations across APAC markets

• Ensure timely collections follow-ups, dispute resolution, and account monitoring

• Oversee handling of customer inquiries related to billing, payments, and service requests

• Maintain SLA adherence, productivity, and quality standards

• Identify and implement process improvements to enhance efficiency and customer experience

Credit & Customer Management

• Monitor AR aging and support collection strategy execution

• Review escalated disputes, payment issues, and customer concerns

• Ensure compliance with credit policies and escalation procedures

• Maintain strong relationships with customers, internal stakeholders, and partners

Team Leadership

• Lead, coach, and develop team members across both functions

• Conduct performance management, feedback sessions, and skill development

• Manage staffing coverage across time zones and workload distribution

• Promote a culture of accountability, collaboration, and service excellence

Reporting & Performance Monitoring

• Track KPIs including aging metrics, resolution time, productivity, and customer satisfaction

• Prepare and present operational reports and insights

• Identify trends, risks, and improvement opportunities

Compliance & Governance

• Ensure adherence to internal controls, data privacy standards, and audit requirements

• Maintain documentation accuracy and process consistency

• Support audit activities when required

Qualifications & Experience

• Bachelor’s degree in Accounting, Finance, Business, or related field

• 4-6+ years experience in Credit Control, AR, or Customer Service operations

• 1-2+ years supervisory or leadership experience

• Experience supporting multi-market or APAC environments preferred

• Familiarity with ERP and CRM platforms

• Strong Excel and reporting skills

Key Competencies

• Leadership & Coaching

• Customer & Stakeholder Management

• Negotiation & Conflict Resolution

• Analytical & Problem-Solving Skills

• Communication Across Cultures

• Operational Execution

Success Metrics

• AR aging and collection effectiveness

• SLA and quality performance

• Customer satisfaction and escalation resolution

• Team productivity and engagement

• Compliance and audit readiness