Job Description:
Cisco Global Shared Services(GSS)is an organization committed to being a valued leader and business partner delivering efficient, effective and agile services that drive results and enable growth for our customers.
Global Shared Services operates through four regional centers and one global center. The regional centers deliver services to meet the needs of the regions that they specifically support. The global center, co-managed with an outsourcing service provider(s), delivers global transactional processes as well as provides services to the other four regional centers. This operating model enables us to achieve more efficient, customer-focused delivery, with a higher level of consistency, flexibility, and scalability for our customers worldwide and is consistent with Cisco's corporate globalization policy.
This role is responsible for the US and Canada operations for Collections and Accounts Receivable operations for GSS. The role provides oversight and directs operations of the US and Canada Collections and AR operations team.
The role is a key member of a small global leadership team driving operations and developing the strategy to execute on business requirements.
The successful candidate will be a key member of the team responsible for Cisco's definition and implementation of comprehensive I2C process globalization strategy, operational procedures and service performance improvements. This position is based in the Cisco's campus in San Jose, USA. This position will directly report into the Collections Global Process Controller.
Key responsibilities include:
Acting as the US point of contact for the process area and providing leadership for process area operations
Leading the regional retained and outsourced teams for the process area
Contributing to long range business planning by providing needed insights into process area growth projections and/or improvement strategies
Supporting the strategic and technical direction and providing management oversight for regional process area operations
Establishing and maintaining effective working relationships and acting as liaison with Cisco business units counterparts and other customers
Initiating Regional work requests and service delivery changes within the process area
Monitoring continuous improvement related to outsourcing service provider(s) and creating opportunities for providers to bring service innovation to Cisco F&A within the process area
Evaluating effectiveness of new and existing service levels
Analyzing outsourcing service provider(s) performance reports to ensure successful attainment of minimum, expected and critical service levels and key measurements to attain business goals for the region.
Ensuring adequate and timely root cause analysis to understand problem drivers and implementation of necessary corrections and/or changes
Working with outsourcing service provider(s) to define, deliver and analyze regional customer satisfaction surveys
Ensuring availability and completeness of operational and desktop procedures for the process area
Proposing and approving changes to operations for compliance and tax regulations
Working with global process manager to ensure that all key and emergency contact lists are maintained and current
Managing all operational issue escalations and resolution for the region.
Interfacing with outsourcing service provider(s), Global Process Managers from all regions, and the Cisco governance team
Skills
Experience and Qualifications:
5 - 7 years QTC Service leadership operations experience
Experience with the management of an outsource provider an advantage.
A focus on continuous improvement
Benchmarking and/or service level assessment experience
Ability to work with others in a formal process for solving issues and problems
Program and project management experience
Compliance and Audit experience
Bachelor degree minimum in area of accounting, finance, or general management
Attributes:
Excellent verbal & written communication skills
Ability to coordinate, facilitate and direct simultaneous activities
Collaborative problem solver and conflict resolution skills
Root-cause focused
Analytical and quantitative
Business judgment
Highly developed organizational skills
How will you be measured:
A successful US and Canada Collections controller will be defined through
Ability to manage the region (through retained and outsource team) to achieve effective and smooth process operations within budget
Ability to implement continuous improvement strategies for the process area
Ability to drive and support standardization and alignment to global operations and provide adequate visibility into process operations for strategic planning
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