Accounts Receivable Service Delivery Lead

About the Role

The Accounts Receivable (AR) Service Delivery Lead is responsible for managing AR performance, with a primary focus on reducing past-due balances across designated ERP systems. This role ensures AR activities are executed accurately and in accordance with established service level agreements (SLAs), while driving aging reduction strategies and supporting cash flow objectives. The ideal candidate brings a strong analytical mindset, deep expertise in accounts receivable processes, and experience leveraging workforce planning tools and methodologies to optimize operational performance and resource allocation.

Key Responsibilities

• Oversee and execute the GBS strategy to maintain the financial health of AR balances.
• Ensure that service level agreements (SLAs), key performance indicators (KPIs), and customer satisfaction metrics are met by both internal and third-party service partners.
• Raise and develop strategies to mitigate potential financial risks.
• Act as the primary coordinator between AR team and customers when an impasse occurs.
• Deploy resources to properly address AR escalations.
• Be the primary catalyst to resolve aged AR particularly outside the current fiscal year.
• Partner with Team Leads from third-party service partners to resolve AR issues.
• Track key performance indicators (KPIs) such as DSO, aging buckets, and SLA compliance.
• Provide actionable insights through dashboards and reports to leadership.
• Identify bottlenecks in process and recommend improvements.
• Lead transformation activities to drive optimal business outcomes.
• Leverage workforce management software and ERP systems (e.g., SAP, Oracle, Workday).
• Support automation and digital transformation initiatives within AR.
• Act as a liaison between GBS teams outside of AR, commercial teams, and finance teams.
• Collaborate with Senior Management to surface opportunities of improvement regarding AR.
• Engage with cross-functional teams to identify and implement process improvements through stretch assignments when necessary.
• Train and develop AR associates.
• Conduct performance reviews and provide coaching and feedback.

Education and Experience Required

• Associate degree. May consider equivalent combination of education, experience, and demonstrated knowledge.
• Minimum 5 years of experience in accounts receivable, Quote-to-Cash, service delivery, operations, customer support, commercial operations, finance operations, or related environments.

Knowledge and Skills Required

• Experience managing KPIs, service levels, productivity, and operational performance.
• Experience leading teams or coordinating work across multiple stakeholders, including indirect leadership responsibilities.
• Experience working in a fast-paced, matrixed, and large-scale organization with competing priorities.
• Experience within a Shared Services, Global Business Services (GBS), or similar centralized operational environment.
• Strong analytical, organizational, problem-solving, and communication skills.
• Demonstrated professional maturity, executive presence, and stakeholder management capabilities, with the ability to influence without direct authority across a complex matrix organization.
• Experience utilizing workforce planning, forecasting, scheduling, and resource optimization tools (e.g., NICE, Verint, Kronos) along with data analysis platforms such as Excel and Power BI to support operational decision-making.

Preferred Skills

• Experience supporting customer-facing teams and handling escalations.
• Knowledge of Accounts Receivable (AR) metrics and industry best practices.
• Experience with Lean, Six Sigma, or other continuous improvement methodologies.
• Experience with capital lease portfolio management and dispute resolution.

Workplace Arrangement

For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.