Tata Tele Business Services - ICS Lead - Enterprise Collections

Description:

About the Role:

We are looking for an experienced ICS Lead - Enterprise Collections to drive end-to-end collections strategy and execution for enterprise customers, particularly in a cloud-based services environment.

The role will focus on optimizing billing vs collections performance, improving cash flow, minimizing bad debt, and enhancing customer lifecycle management through strong stakeholder collaboration and data-driven decision-making.

Key Responsibilities:

- Own and manage the enterprise collections portfolio (090 days bucket)

- Drive collection efficiency, cash flow improvement, and reduction in overdue receivables

- Develop and implement collection strategies, policies, and recovery frameworks

- Monitor KPIs such as DSO, collection efficiency, and delinquency trends

- Ensure alignment between billing accuracy and collection performance

- Identify and resolve billing discrepancies impacting collections

- Work towards maximizing liquidation from active customer base

- Improve first bill / subsequent bill collections performance

- Manage relationships with enterprise customers and key stakeholders

- Collaborate with sales, finance, and account management teams for dispute resolution

- Drive partner/vendor performance in collections and recovery processes

- Ensure customer experience is maintained while achieving recovery targets

- Collaborate with RCM (Revenue Cycle Management) teams to improve collection processes

- Identify gaps and drive process automation, digitization, and efficiency initiatives

- Ensure adherence to compliance, regulatory, and internal policies

- Lead initiatives to reduce movement of customers into high-risk buckets (OGB/TSP)

- Ensure early detection and resolution of disputes (DRT handling)

- Conduct root cause analysis for delayed payments and escalations

- Implement preventive mechanisms to minimize revenue leakage and bad debts

- Work with internal stakeholders to mitigate credit and collection risks

- Lead and manage centralized collections operations teams

- Set performance targets, monitor productivity, and drive team efficiency

- Mentor team members and build a high-performance collections function

- Manage cross-functional coordination across finance, sales, and operations

Required Skills & Qualifications:

- Telecom, SaaS, or cloud-based services industry

Strong understanding of:

- Accounts Receivable (AR), billing systems, and credit risk

- Collections lifecycle & recovery strategies

- Experience in managing large portfolios and cross-functional teams

Screening Questions:

- Current CTC AND expected (Mandatory)

- What is your locations preference (Mandatory)

- Noticed period (Mandatory)