Senior Strategic Voice Collector - F&A, I2C

Specialist - F&A - I2C

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Job Description -

The Senior Strategic Voice Collector is a highly skilled collections professional and Subject Matter Expert (SME) responsible for driving cash collection performance across strategic customer accounts within the French B2B Public and Private sectors. This role combines advanced collections expertise, customer relationship management, and operational leadership to resolve complex payment issues and accelerate cash flow.

Working closely with Team Leaders and Collections Specialists, the Senior Strategic Voice Collector acts as the primary point of contact for key customer accounts, leading critical customer conversations through telephone and Microsoft Teams meetings, navigating complex customer organizations, and identifying the root causes of payment delays. The role requires strong commercial awareness, a process-oriented mindset, and the ability to coach colleagues to improve collection effectiveness and customer outcomes.

Key Responsibilities

Strategic Collections Management

• Manage a portfolio of high-value, strategic, and complex customer accounts across the French Public and Private sectors.
• Drive collections activities through proactive customer engagement, ensuring timely payment of outstanding receivables.
• Develop and execute account-specific collection strategies to reduce overdue balances and improve cash flow performance.
• Lead escalated collection cases, identifying barriers to payment and implementing sustainable resolutions.
• Act as the collections lead during customer escalations and critical account reviews.

Customer Relationship Management

• Build and maintain strong, professional relationships with key stakeholders within customer organizations, including Finance Directors, Accounts Payable Managers, Shared Service Centres, Procurement teams, and operational contacts.
• Establish credibility as a trusted business partner while maintaining focus on collection objectives.
• Understand customer payment processes, approval workflows, and organisational structures to effectively navigate complex environments.
• Influence decision-makers and secure commitments through strategic conversations and effective negotiation techniques.
• Conduct regular telephone and Microsoft Teams meetings with strategic customers to review outstanding positions and drive resolution plans.

Subject Matter Expertise

• Serve as the team's Subject Matter Expert for collection processes, dispute management, customer engagement strategies, and payment resolution techniques.
• Provide expert guidance on complex customer scenarios and difficult collection cases.
• Analyse customer trends and payment behaviours to identify opportunities for process improvement and risk mitigation.
• Recommend best practices and standardized approaches to increase collection efficiency and effectiveness.

Coordination & Leadership Support

• Partner with the Team Leader to coordinate collection activities and prioritize high-impact actions across the portfolio.
• Support daily operational management by identifying risks, opportunities, and workload requirements.
• Assist in driving performance against cash collection, ageing, and overdue reduction targets.
• Facilitate collaboration between Collections, Customer Service, Sales, Contract Management, and Finance teams to remove barriers to payment.
• Lead action plans and follow-up activities to ensure timely issue resolution.

Coaching & Capability Building

• Coach and mentor team members on effective voice collection techniques, negotiation skills, customer engagement approaches, and collections best practices.
• Support the development of less experienced collectors through knowledge sharing, call reviews, and practical guidance.
• Promote a culture of accountability, customer focus, and continuous improvement within the team.
• Demonstrate best-in-class calling techniques and customer meeting management.

Process Excellence

• Maintain a strong process mindset by identifying root causes of payment delays and driving corrective actions.
• Challenge inefficient processes and recommend improvements to enhance customer experience and collection performance.
• Ensure adherence to company policies, compliance requirements, and collection procedures.
• Accurately document customer interactions, commitments, disputes, and action plans within collection systems.
• Utilize data and reporting to manage priorities, track progress, and support decision-making.

Required Qualifications & Experience

• Significant experience in B2B Collections, Accounts Receivable, Credit & Collections, or Order-to-Cash environments.
• Proven success managing strategic and complex customer accounts within the French market.
• Strong understanding of Public Sector and Private Sector customer payment processes.
• Demonstrated expertise in voice collections and customer negotiations.
• Experience conducting senior-level customer meetings via telephone and Microsoft Teams.
• Fluent French and professional English communication skills.
• Strong knowledge of Accounts Receivable, dispute management, deduction management, and cash application processes.
• Experience coaching, mentoring, or providing functional leadership within a collections environment.
• Advanced stakeholder management and relationship-building skills.

Key Competencies

Customer & Commercial Focus

• Relationship Building
• Strategic Account Management
• Negotiation & Influencing
• Executive Presence
• Stakeholder Management

Collections Expertise

• Advanced Voice Collection Skills
• Dispute Resolution
• Cash Collection Strategy
• Risk Assessment
• Root Cause Analysis

Leadership & Collaboration

• Coaching & Mentoring
• Team Coordination
• Cross-Functional Partnership
• Problem Solving
• Decision Making

Operational Excellence

• Process Improvement
• Data Analysis
• Performance Management
• Attention to Detail
• Continuous Improvement Mindset

Success Measures

• Collection and cash targets achieved or exceeded.
• Reduction in overdue and aged debt.
• Successful resolution of complex customer payment issues.
• Improved customer engagement and commitment-to-pay performance.
• Increased collection effectiveness across the team through coaching and knowledge sharing.
• Positive stakeholder feedback from customers and internal partners.
• Identification and implementation of process improvements that accelerate payment resolution and cash flow.

This role is ideal for an experienced collections professional who combines deep process expertise with exceptional customer engagement skills and has the confidence to lead strategic conversations that deliver measurable cash results.

Qualifications -

Bachelors - Accounting, Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Finance

Certifications -

Accounts Payable Certification - F-TecF-Tec, Certified Financial Analyst (CFA) - SkillabSkillab, Certified Public Accountant (CPA) - Perfekt SzolnokPerfekt Szolnok, Certified Treasury Professional (CTP) - Instituto Nacional de AprendizajeInstituto Nacional de Aprendizaje, Financial Modelling and Valuation Analyst - Corporate Finance Institute (CFI)Corporate Finance Institute (CFI)

Required Skills -

Accounting, Accounts Receivable (AR), Accounts Receivable Collection, Accounts Receivable Management (ARM), Cash Application, Collections Management, Deductions Management

Language

French (Required)

Language Proficiency -

Advanced - C1

Additional Job Location -

Job Type

Regular

Master Skill List -

F&A - I2C

Remote Type -

Hybrid

Work Shift -

Standard (Romania)

Why join Genpact?
•    Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
•    Make an impact – Help global enterprises solve business challenges that matter 
•    Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
•    Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day 
•    Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress 
 
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.  
Let’s build tomorrow together. 
 
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.  
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.