Finance CX Team Leader

We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.
Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.

What does Access offer you?

We offer a flexible, hybrid working environment where you can balance work and life while maintaining a strong office team-based culture. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career.
On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you’ll also be able to choose from a range of benefits to suit you. We’re an organisation that likes to give back, so you’ll also have three charity days allocated to support a cause that matters to you.

About you:

We are seeking a highly motivated and experienced Team Lead to oversee our APAC Credit Controller and Dispute Management teams. The successful candidate will lead a team of 10-15 professionals, ensuring efficient credit control, dispute resolution, and reporting processes. This role requires strong leadership skills, a deep understanding of credit control and dispute management to ensure efficient resolution of customer finance related disputes, and the ability to drive performance and process improvements.

Your responsibilities may include, but are not limited to:

1. Customer Finance Related Query Management:
   • Lead, mentor, and manage a team of credit controllers and dispute management analysts.
   • Foster a collaborative and high-performance team culture.
   • Conduct regular team meetings and one-on-one sessions to provide guidance and feedback.
2. Credit Control Management:
   • Oversee the credit control process, including assessing credit risk, and proactively managing collections.
   • Monitor SF cases related to accounts receivable and ensure timely resolution of outstanding invoices for accounts being flagged with OnSTOP.
   • Contribute input and strengthen credit policies and procedures to minimize risk, improve cash flow, and drive operational efficiency.
   • Ensure all customer inquiries and disputed invoices have been rigorously followed up end-to-end.
3. Dispute Management:
   • Manage the dispute resolution process, ensuring timely and effective resolution of customer disputes.
   • Collaborate with internal and external stakeholders to resolve issues and maintain positive customer relationships.
   • Implement and monitor dispute management procedures to enhance efficiency and customer satisfaction & NPS.
   • Actively promote self-service functionalities and ensure customer queries are addressed structurally to prevent recurrence within the agreed SLA & KPI set.
   • Ensure the team’s adherence to SLAs and KPIs for all Salesforce cases.
4. Reporting and Analysis:
   • Prepare and present regular reports on key metrics, such as collections, overdue accounts, and dispute resolutions.
   • Analyze data to identify trends, risks, and opportunities for process improvement.
   • Ensure accurate and timely reporting to senior management and other stakeholders.
5. Process Improvement:
   • Continuously review and enhance credit control and dispute management processes.
   • Implement best practices and innovative solutions to improve efficiency and effectiveness.
   • Lead or participate in projects aimed at improving financial operations and customer satisfaction.
6. Stakeholder Management:
   • Build and maintain strong relationships with key stakeholders, including customers, sales teams, and senior management.
   • Act as a point of escalation for complex credit and dispute issues and facilitate conference meetings to resolve collection and dispute invoices with root cause analysis with the Sales Team/Service Delivery Team.
   • Collaborate with cross-functional teams to support business objectives and resolve issues to ensure aged debt position for APAC is below 20%.

Your skills and experiences might also include:

• Bachelor's degree in finance, Accounting, Business Administration, or a related field.
• Proven experience in credit control, dispute management, or a related role.
• Strong leadership and team management skills, with experience leading teams of 5-15 people.
• Excellent analytical and problem-solving abilities.
• Proficiency in accounting software and Microsoft Office Suite, particularly Excel.
• Exceptional communication and interpersonal skills.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Detail-oriented with a high level of accuracy.
• Ability to handle stress.
• Ability to work independently.
• Advanced MS Office Skills & Accounting ERP systems.
• In-depth understanding of the end-to-end process from Sales to Finance.

What are we all about?

The Access Group is one of the largest UK-headquartered providers of business management software to small and mid-sized organisations in the UK, Ireland, USA, and Asia Pacific. It helps more than 100,000 customers across commercial and non-profit sectors become more productive and efficient. Our products and solutions go beyond providing technology; we connect the right people with the right data, at the right time, through Access Workspace.
At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity. Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let's make a difference together.
Love Work. Love Life. Be You.