Manager, Collections

XPO

  • Pune, Maharashtra
  • Permanent
  • Full-time
  • 1 month ago
XPO India Shared ServicesLogistics done differently.At XPO, one of North America's largest providers of asset-based less-than-truckload (LTL) transportation, we’re always looking for exceptional talent. We’re currently hiring a highly skilled Collections Manager (O2C) to join our India Finance Shared Services team in Pune.Position Title:Manager, Collections – O2CDivision/Organization:Financial Shared Services (FSS) / XPO India Shared ServicesLocation:Pune, IndiaReports to:Director, Credit and CollectionsOffice Timings6:30 PM – 3:30 AMPosition Overview:As the Collections Manager, you will lead and manage the Collections function, including Dunning and Collection, Dispute Management, and Credit Management. You'll oversee a team of professionals, ensuring delivery against KPIs and SLAs while maintaining a strong internal control framework. As part of the leadership team, you'll help elevate service delivery standards and drive the sustainable growth of our Shared Services Centre.Pay, benefits and more.We offer a competitive compensation package along with extensive benefits—including medical, OPD, term and accidental insurance. More than that, you’ll join a dynamic, growing team where your leadership drives meaningful impact.What you’ll do on a typical day:
  • Lead the Collections tower and drive performance through strategic direction and daily operational oversight.
  • Ensure compliance with credit exposure limits, drive outbound call effectiveness, and maintain consistent touchpoints across accounts.
  • Build collaborative relationships with internal teams (Sales, Disputes, Operations) and key customers.
  • Manage end-to-end people responsibilities: assign tasks, appraise performance, coach, reward, and discipline where needed.
  • Cultivate a high-performance culture and foster continuous team development.
  • Ensure delivery excellence against agreed KPIs/SLAs within a robust internal control framework.
  • Monitor and reduce past-due percentages, improve cash collections, and minimize bad debt risks.
  • Ensure timely documentation of customer interactions in the collections tool.
  • Build deep customer insight through analysis of outstanding balances, payment patterns, and cash flows.
  • Track and manage SLAs, support service reporting, and facilitate service transitions when necessary.
  • Proactively resolve issues flagged by the Business Account Manager.
  • Promote a culture of continuous improvement, applying Lean principles to enhance O2C efficiency.
  • Collaborate cross-functionally to ensure aligned service delivery.
  • Own customer relationship management, including issue resolution and root cause analysis.
  • Act as the escalation point for critical issues across the collections process.
  • Champion innovation to drive value and challenge the status quo.
What you need to succeed at XPO:Basic Qualifications:
  • Bachelor's degree in Commerce from a recognized university.
  • Basic accounting knowledge with Six Sigma, LEAN, or similar quality management certification.
Experience:
  • 15+ years of experience, with a strong background in Collections within logistics, shipping, or transport industries (mandatory).
  • At least 10 years managing client-service functions in a shared services environment.
  • Deep understanding of end-to-end O2C processes and best practices.
  • Strong financial, operational, and stakeholder management capabilities.
  • Proven experience in managing large teams and leading complex projects.
  • Familiarity with budgeting, recruiting, coaching, and employee development.
Skills & Attributes:
  • Strategic thinker with a balanced short- and long-term view.
  • High motivation and strong growth mindset, both personally and for team development.
  • Entrepreneurial approach and ability to thrive in a start-up or evolving service center environment.
  • Excellent communication and stakeholder engagement skills across all levels.
Be part of something big

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