Supervisor, Collections

About XPO and Role Overview

XPO is a Fortune 500 company based in the United States providing Less Than Truckload (LTL) freight transportation services. With a 2023 revenue of $4.7 billion, XPO stands as one of the leading asset-based LTL transportation providers across North America. Leveraging proprietary technology, XPO ensures efficient goods movement through its extensive network. Globally, including Europe, XPO serves around 52,000 clients via 596 locations with 38,000 employees. In India, operations are centered in Pune and Hyderabad.

Key Responsibilities

• Lead and oversee the Collections team, directing performance goals and daily operations such as managing credit exposure limits and regular reviews.
• Increase the efficiency of outbound collections calls and ensure every account is contacted within the first two weeks each month.
• Establish strong working relationships with internal departments including sales, disputes, and operations, as well as with key customers.
• Manage people and personnel duties conforming to company policies and relevant laws, including workload planning, performance evaluations, coaching, rewarding, and disciplinary actions.
• Promote continuous learning opportunities and foster growth of technical skills within the team.
• Develop a culture of high performance and teamwork across collections and related departments.
• Ensure service delivery to business units meets or surpasses agreed KPIs and SLAs within strong internal controls.
• Reduce past due percentages while improving cash collections and minimizing risks of bad debt month over month.
• Mandate thorough documentation of all customer interactions within the collections tools.
• Enable the team to uphold best practices in operational effectiveness, quality, efficiency, and governance.
• Analyze customer payment behaviors using outstanding balances, cash flow patterns, and volume data to provide strategic solutions.
• Collaborate across departments to deliver a seamless customer experience and handle escalations for complex issues.
• Create and nurture an innovative mindset to challenge existing methods and add business value.
• Establish and maintain disciplined performance management processes that evolve as needed.
• Develop, monitor, and ensure adherence to Service Level Agreements to maintain service excellence.
• Track team productivity, manage service ticket SLAs, review quality of inbound calls, and audit collections accounts for team members.
• Contribute to service reporting and support the transition of services as required.
• Address and resolve escalated issues promptly in coordination with business stakeholders.
• Drive continuous improvements applying Lean principles and nurture team development.
• Collaborate with cross-functional teams to achieve collective success and prepare the organization for future capabilities.

Eligibility

Applicants should hold at least a graduate degree in any discipline.