OTC Collection Manager (India) – UK & US Customers
Role Summary
The OTC Collections Manager will lead the Accounts Receivable (AR) collections
function for UK and US entities, with end-to-end accountability for cash collection,
overdue management, dispute resolution, and working capital optimization. The role
will drive DSO improvement, strengthen collections processes, and ensure compliance
with internal controls, while partnering with global stakeholders to enhance cash
realization and customer relationships.
Key Responsibilities
1. End-to-End Collections Management
- Lead the AR collections lifecycle, including:
o Monitoring aging reports and identifying overdue balances
o Driving proactive customer follow-ups (email / calls / escalation)
o Tracking collection status and cash forecasts
- Ensure disciplined execution of standardized global collections strategies
across UK & US portfolios
2. Working Capital Optimization & DSO Reduction
o Days Sales Outstanding (DSO)
o Overdue receivables aging profile
o Cash conversion cycle
- Develop and execute structured collection strategies by customer segment
- Implement escalation frameworks for high-risk or delinquent accounts
3. Dispute Resolution & Customer Issue Management
- Lead coordination and resolution of disputes impacting collections:
o Billing discrepancies
o Missing documentation / contract clarifications
o Payment processing issues
- Partner with Billing, Sales, and Operations teams to resolve disputes
promptly
- Ensure closure of disputes within defined SLAs
4. Controls, Compliance & SOX Governance
- Ensure strong internal controls over collections processes:
o Segregation of duties (SoD)
o Documentation of collection efforts and audit trails
o Approval and tracking of write-offs, settlements, and adjustments
- Support internal and external audits with complete documentation
5. Stakeholder Management (UK & US)
- Act as primary contact for collections-related matters with:
o UK & US Finance teams
o Sales and Commercial leaders
o External customers
- Conduct periodic business reviews on AR performance and collection risks
- Provide visibility on disputed, overdue, and high-risk receivables
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6. Cash Forecasting & Reporting
- Provide accurate and timely cash forecasts for receivables
- Monitor and report key metrics:
o Collection performance vs targets
o Aging trends
o High-risk accounts and bad debt exposure
- Partner with FP&A on cash flow planning and working capital targets
7. Process Improvement & Automation
- Drive continuous improvement initiatives:
o Automation of collections workflows (reminders, follow-ups,
dashboards)
o Standardization of collection procedures across regions
8. Team Leadership & Capability Building
- Define SLAs, KPIs, and performance management frameworks
- Coach team on negotiation skills, customer handling, and dispute resolution
- Build capability in analytics, collections tools, and process discipline
Key Performance Indicators (KPIs)
- DSO (Days Sales Outstanding)
- % Overdue receivables (aging buckets)
- Cash collections vs target
- Promise-to-pay adherence
- Dispute resolution cycle time
- Audit findings / control compliance
Skills & Qualifications
Education & Experience
- CA / MBA Finance / Commerce graduate
- 8–12+ years of experience in AR collections / OTC operations
- Experience managing global collections (US & UK markets preferred)
Functional Competencies
o Accounts Receivable and collections processes
o Working capital management (DSO, cash flow)
o Dispute resolution and customer management
Leadership & Behavioral Skills
- Strong stakeholder management and influencing skills
- Ability to handle escalations and difficult customer conversations
- High ownership and outcome-driven mindset
Preferred Experience
- Experience in transitioning or centralizing collections operations to India
- Experience in SaaS / subscription / project-based billing environments
Reporting Line
- Reports to: OTC Leader / Finance Director
- Direct Reports: Collections Analysts / Senior AR Specialists
Location - Commerzone Office (Yerwada, Pune )India, supporting UK & US time zones,
Johnson Controls is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/tomorrowneedsyou.
