Specialist - F&A - I2C 4B

Specialist - F&A - I2C

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Job Description -

The Senior Strategic Collections & Client Relationship Lead is a senior collections professional responsible for driving cash collection performance, strengthening strategic customer relationships, and supporting the Team Leader in delivering operational excellence across the French B2B Public and Private sector portfolio.

Acting as the deputy to the Team Leader, this role serves as a trusted advisor to both customers and internal stakeholders, combining deep collections expertise with strong client relationship management capabilities. The role is accountable for managing complex and high-value customer accounts, leading customer engagement strategies, driving process improvements, and coaching team members to enhance overall collections effectiveness.

The successful candidate will be a recognized Subject Matter Expert (SME) in Order-to-Cash and Collections processes, capable of navigating complex customer organizations, influencing senior stakeholders, and removing barriers to payment while ensuring a positive customer experience.

Key Responsibilities

Strategic Customer & Client Relationship Management

• •Support the Team Leader in managing strategic customer relationships across key French Public and Private sector accounts.
• •Act as a senior point of contact for customers, building trusted relationships with Accounts Payable, Finance Leaders, Procurement, Shared Service Centres, and operational stakeholders.
• •Lead customer governance meetings, business reviews, and strategic collection discussions through telephone and Microsoft Teams engagements.
• •Develop account-specific collection and engagement strategies to improve payment performance and reduce aged debt.
• •Drive resolution of complex collection issues through stakeholder management and proactive escalation.
• •Represent the Collections team during customer reviews and cross-functional business discussions.

Advanced Collections Leadership

• •Manage a portfolio of high-value and strategically significant customer accounts.
• •Drive achievement of cash collection, ageing reduction, and overdue targets.
• •Lead collection activities for critical and escalated accounts requiring advanced negotiation and influencing skills.
• •Identify collection risks and implement mitigation plans to prevent ageing deterioration.
• •Analyse payment trends, customer behaviour, and portfolio performance to develop targeted collection strategies.
• •Support the Team Leader in prioritisation of collection activities and operational focus areas.

Team Leadership Support

• •Act as deputy to the Team Leader, providing guidance and direction to team members on daily operational matters.
• •Support workload management, prioritisation, and execution of collection activities across the team.
• •Assist with monitoring team performance against key business metrics.
• •Lead specific projects, initiatives, and activity streams on behalf of the Team Leader.
• •Provide leadership coverage during Team Leader absence where required.

Subject Matter Expertise

• •Serve as the leading SME for collections processes, customer engagement strategies, dispute resolution, and payment recovery activities.
• •Provide expert support on complex customer accounts and escalated collection scenarios.
• •Share best practices and establish standards to improve consistency and effectiveness across the collections team.
• •Partner with internal functions to resolve root causes impacting customer payments.
• •Drive continuous improvement initiatives across Order-to-Cash processes.

Coaching & Capability Development

• •Coach, mentor, and develop team members to strengthen voice collection skills and customer engagement effectiveness.
• •Conduct call listening sessions, side-by-side coaching, and best practice workshops.
• •Support the development of negotiation, influencing, and stakeholder management capabilities within the team.
• •Lead by example through exceptional customer interactions and high-performance collection practices.
• •Create a culture of accountability, collaboration, and continuous learning.

Process Excellence & Continuous Improvement

• •Identify process inefficiencies affecting collection performance and customer experience.
• •Lead root cause analysis activities to address recurring payment delays and disputes.
• •Drive implementation of process improvements that reduce cycle times and accelerate cash conversion.
• •Collaborate with Customer Service, Sales, Commercial Operations, Contracts, Billing, and Finance teams to improve end-to-end processes.
• •Support automation, standardisation, and simplification initiatives across the Collections function.
• •Use data, reporting, and insights to identify trends and improvement opportunities.

Stakeholder Management & Cross-Functional Collaboration

• •Build strong relationships across Collections, Sales, Finance, Commercial, Customer Service, and leadership teams.
• •Influence stakeholders to drive accountability and timely resolution of customer issues.
• •Facilitate cross-functional action plans to remove barriers to payment.
• •Support customer escalation management and executive-level communications.
• •Act as a key liaison between operational teams and management.

Required Experience & Qualifications

• •Extensive experience in B2B Collections, Accounts Receivable, Credit & Collections, or Order-to-Cash operations.
• •Proven experience managing strategic customer relationships in the French market.
• •Demonstrated ability to influence senior customer stakeholders and navigate complex organisations.
• •Strong understanding of French Public Sector and Private Sector payment environments.
• •Experience supporting team leadership activities, coaching colleagues, and driving performance improvements.
• •Strong process improvement and problem-solving capabilities.
• •Experience leading customer meetings through telephone and Microsoft Teams.
• •Fluent French and professional English communication skills.
• •Advanced knowledge of collections systems, AR processes, dispute management, and cash flow optimisation.

Key Competencies

Leadership & Influence

• •Client Relationship Management
• •Stakeholder Engagement
• •Coaching & Mentoring
• •Team Leadership Support
• •Executive Presence

Collections Expertise

• •Strategic Collections Management
• •Advanced Negotiation Skills
• •Voice Collections Excellence
• •Dispute Resolution
• •Risk Management

Business & Process Excellence

• •Continuous Improvement
• •Process Optimisation
• •Root Cause Analysis
• •Data-Driven Decision Making
• •Change Leadership

Customer Focus

• •Relationship Building
• •Customer Advocacy
• •Commercial Awareness
• •Collaboration
• •Resolution-Oriented Mindset

Success Measures

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