{"id":1145507,"url":"https://alion.io/job/eclerx-team-leader-collections-cse","title":"Team Leader - Collections + CSE","company":{"id":7203,"name":"eClerx","domain":"eclerx.com","url":"https://alion.io/company/eclerx","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"C","score":66,"open_postings":204,"ghost_share":0.559,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":24,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Muntinlupa, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9000,"max_usd":26000,"period":"year","method":"role_seniority_country_cell","sample_n":14},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-03-03T16:41:08Z","employer_posted_date":"2026-03-03","last_verified_at":"2026-11-02T16:24:31Z","board_verified":true,"closed_at":null,"days_open":244,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":243},"description":"Team Leader / Supervisor - Credit Control & Customer Service (APAC)\nPurpose of the Role\nThe 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.\nKey Responsibilities\nOperations Oversight\nSupervise daily Credit Control and CSR operations across APAC markets\n\nEnsure timely collections follow-ups, dispute resolution, and account monitoring\n\nOversee handling of customer inquiries related to billing, payments, and service requests\n\nMaintain SLA adherence, productivity, and quality standards\n\nIdentify and implement process improvements to enhance efficiency and customer experience\n\nCredit & Customer Management\nMonitor AR aging and support collection strategy execution\n\nReview escalated disputes, payment issues, and customer concerns\n\nEnsure compliance with credit policies and escalation procedures\n\nMaintain strong relationships with customers, internal stakeholders, and partners\n\nTeam Leadership\nLead, coach, and develop team members across both functions\n\nConduct performance management, feedback sessions, and skill development\n\nManage staffing coverage across time zones and workload distribution\n\nPromote a culture of accountability, collaboration, and service excellence\n\nReporting & Performance Monitoring\nTrack KPIs including aging metrics, resolution time, productivity, and customer satisfaction\n\nPrepare and present operational reports and insights\n\nIdentify trends, risks, and improvement opportunities\n\nCompliance & Governance\nEnsure adherence to internal controls, data privacy standards, and audit requirements\n\nMaintain documentation accuracy and process consistency\n\nSupport audit activities when required\n\nQualifications & Experience\nBachelor’s degree in Accounting, Finance, Business, or related field\n\n4-6+ years experience in Credit Control, AR, or Customer Service operations\n\n1-2+ years supervisory or leadership experience\n\nExperience supporting multi-market or APAC environments preferred\n\nFamiliarity with ERP and CRM platforms\n\nStrong Excel and reporting skills\n\nKey Competencies\nLeadership & Coaching\n\nCustomer & Stakeholder Management\n\nNegotiation & Conflict Resolution\n\nAnalytical & Problem-Solving Skills\n\nCommunication Across Cultures\n\nOperational Execution\n\nSuccess Metrics\nAR aging and collection effectiveness\n\nSLA and quality performance\n\nCustomer satisfaction and escalation resolution\n\nTeam productivity and engagement\n\nCompliance and audit readiness","description_format":"text","description_chars":2836,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Business Process Outsourcing 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