Accounts Receivable - Team Leader

Key Responsibilities: Team Leadership: • Lead, support and coordinate the daily activities of the Philippines based Accounts Receivable team. • Allocate workloads and monitor team performance to achieve agreed service levels and quality standards. • Conduct regular coaching sessions and performance reviews, providing feedback and development opportunities. • Identify training needs, support onboarding and implement performance improvement plans where required. • Foster a collaborative, accountable and customer-focused team culture. • Escalate staffing, performance or operational issues to the Finance & Administration Manager as required. Accounts Receivable Operations: • Maintain accurate customer account and billing information to support billing accuracy. • Oversee customer payment processing, posting and reconciliation activities. • Process and oversee customer account changes, including establishing billing for new services, updating billing following service modifications, and maintaining accurate customer account information. • Review, investigate and escalate billing discrepancies, customer account issues and system-related concerns. • Monitor debtor collection activities and support the team to contribute to effective debtor management. • Support service restriction or disconnection processes where applicable. • Maintain the integrity of customer and billing system data. Customer Service, Quality & Collaboration: • Support the team to resolve customer enquiries and account issues professionally and within agreed service standards. • Monitor compliance with company procedures, quality standards and KPIs, implementing corrective actions where required. • Identify opportunities to improve processes, systems and customer experience. • Work closely with the Australian based Accounts Receivable Team Leader and other internal teams to ensure consistent service delivery and resolve operational issues. • Provide regular reporting on team performance, workload, operational risks and improvement opportunities. General Responsibilities: • Maintain confidentiality of customer and company information. • Comply with company policies, procedures and legislative requirements. • Contribute to a safe, respectful and inclusive workplace. • Perform other duties within the scope of the role as reasonably requested. Requirements • Demonstrated experience leading or supervising an Accounts Receivable, Finance Administration or Customer Service team. • Sound knowledge of accounts receivable processes, reconciliations, collections and customer account management. • Strong leadership, coaching and performance management skills. • Excellent customer service, communication and conflict resolution skills. • High level of accuracy, attention to detail and problem-solving ability. • Strong organisational and time management skills with the ability to prioritise competing demands. • Ability to analyse performance, identify trends and drive continuous improvement. • Ability to work collaboratively across geographically dispersed teams. • Strong computer literacy, including Microsoft Office and billing systems.