OTC Analyst at Sage

As part of the new Global Finance Organisation, an International Finance Operations function is being established to deliver transactional processing services across Australia, Asia, Middle East, Africa and Brazil covering Purchase to Pay (P2P), Order to Cash (O2C), and Record to Report (R2R).
This full-time role is part of one of the Credit and Collections teams for key strategic business relationships for Sage International, working closely with other internal teams to support e.g. Accountants, Business Partners, Retail and Independent Financial advisors and Banking Partners,. This role is responsible for processing the Credit and Collections activities. This role participates in continuous improvement initiatives for the team.
Based in Johannesburg, the successful candidate will have experience in being part of a Credit and Collections team in Finance Operations.

Key Responsibilities Key Accountabilities And Decision Ownership

• Build effective relationships with key customers and internal Sales teams to manage risk and credit decisions and maximise cash flow.
• Ensure all customer credits, refunds or discounts are managed and enabled.
• Manage customer queries and payment / collections related issues to agreed targets and quality standards
• Proactive debt chase adhering to debt chase policy and procedures, to ensure customer debt is collected as pre agreed terms. Ensuring that cash flow is optimised at all times.
• Regular reviews of ledger balances including proactive remedies to reduce or eliminate bad debt. This will include preparation of any cases requiring escalation for legal action and the highlighting and management of any transactions or accounts which may need inclusions in bad debt or credit note provisions.
• Being involved in learning and development activities, including setting a personal development plan.
• Provide the required service as detailed in any Service Level Agreements (SLA) including SLA governance and relationship management.
• Provide a customer focused service to key partners in for all financial issues that cannot be resolved via ‘my sage’ or customer services.
• Ensure that all internal compliance guidance and external regulation is adhered to including, keeping yourself a breast of the consumer credit act, SEPA, direct debit legislation, PCI and Sage Revenue Recognition guidance
• Ensure that work processes are documented, standardised, modified in a controlled manner, waste eliminated and the value stream map for the area updated.
• Active participation in process improvement projects as per the Sage continuous improvement culture.
• Contribution to the reporting, understanding and action plans around team KPIs and process controls as per Service Management Framework.
• Participate in departmental/companywide projects as required.
• Cover for other team/colleagues as required.
• Ensure the Collections Manager remains up to date of process issues.
• Displaying service culture and strong customer service orientation. Skills, know-how and experience:
• Minimum 2 years Credit & collections experience, preferably in a technology environment including legal action.
• Experience of managing complex accounts and relationships.
• Experience in a service oriented culture including working within SLAs.
• Experience in working in a changing environment.
• Active participation in systems improvement/implementation programmes.
• Preferably ERP experience.
• Preferably CRM experience.

Technical / Professional Qualifications

• Credit control qualifications and institute membership desirable.
• Previous training on relevant legislation e.g. PCI, CCA, Direct Debit Scheme rule, revenue recognition preferable.

Key Performance Indicators

• Volume processed
• Debt volume and age
• Timeliness
• Effective stakeholder engagement and negotiation Direct reports: