Credit Manager

Overview:

This role will involve working with the team to collect all monies owing to Informa within credit control policies and procedures to ensure that collection targets are met.   

You will be working closely with our offshore teams, monitoring performance levels and being the main key contact to our various business divisions. You will also need to work closely with the other Order to Cash teams, mainly the Customer Operations team (Billings) and Cash Applications team.

You must be able to maintain a caring, efficient, knowledgeable and effective interface with customers, colleagues and external third parties at all times, resolve customer queries and collect payments within credit terms whilst maintaining and enhancing hard won customer relationships.  

You must ensure that all company policies are adhered to. You must also ensure that duties are carried out within set time limits whilst providing an excellent level of service to all Informa customers and colleagues.   

Informa takes the security and privacy of company, colleague and customer data seriously and you are responsible for working securely and supporting this within your duties. 

The role will be based in the Colchester SSC and will report into the O2C Lead.  

Key Responsibilities:

The Credit & Collections Manager is expected to assume the following key responsibilities plus any other reasonable duties as required: 

• Primary point of contact for the Business Division that the role supports
• Lead a team with full end to end responsibilities for all credit & collections activities, including collections, reporting, legal processes, etc.
• Where applicable to your portfolio, manage our offshore (BPO) teams to ensure that service in scope is delivered within SLAs. Also act as BPO point of escalations where appropriate.
• Responsible for minimising any unallocated cash items sitting on your team’s accounts 
• Implementing and/or maintaining controls 
• Ensuring customer portal is highlighted to customers when contacted  
• Responsible for collecting all monies owing to Informa within credit control policies and procedures to ensure that collection targets are met  
• Collect monies owing from customers who have exceeded credit limits or terms to minimise bad debts (SSC Specific) 
• Build close internal and external relationships with Sales and customers 
• Responsible for ensuring all customer contact notes are entered and updated into appropriate system 
• Manage the outstanding sales balances falling due and contact customers to obtain payment before the event start date if applicable to your division 
• To resolve queries in a timely fashion and collect aged debt with a view to minimising bad debt provision 
• Manage complex disputes and escalate higher level disputes to the Credit & Collections Manager / O2C Lead 
• To achieve the monthly cash collection targets set for your specific section of accounts and for your internal & (where applicable BPO) teams’ set of accounts 
• Responsible for looking after any unallocated cash items sitting on your teams set of accounts and work with the Cash Application team to have the monies applied if you are able to gain the appropriate back up from the customer. 
• Responsible for providing weekly reports to the Business detailing current levels of debt if applicable for your division 
• Provide/complete necessary documentation to customers to ensure the payment can be processed (vendor request forms, W9, W8, residency forms, tax exempt certificates, withholding tax certificates, etc.) (SSC Specific) 
• Determine Provision Calculations 
• Point person for accounts that require final demand letters and/or need to be turned over to third party collection agencies. 
• Month End reporting/Ad Hoc reporting/Requests 
• Internal/External Audit Support 
• Maintain accounts turned over to 3rd party collections where applicable 

Leadership:

• Ensure that appropriate People Development tools are utilised throughout your team consistently and fairly to ensure optimum performance of all colleagues concentrating on both technical and soft skill development in conjunction with local HR colleagues
• Manage a BPO relationship
• Ensure that planning and prioritisation of work within the team is enough to maintain and improve performance metrics
• Encourage an environment in which people value diversity either in recruitment, team formation and/or in developing plans and strategies.
• Bring team members into discussions so that they can contribute their ideas, are involved in setting team objectives and feel engaged on issues that affect them.

Qualifications & Experience:

• Strong academic record
• Experience managing an Offshore (BPO) Credit Control team.
• Excellent knowledge and understanding of all O2C processes including best practice in people, processes and technology
• Knowledge of acquisitions and disposals 
• Confident in how to lead and guide a team through challenging periods.
• Be able to manage competing priorities and achieving deadlines, whilst delivering a high standard of work and supporting the team as and when needed.
• Solid at building relationships with stakeholders within and outside of the organisation.
• Evidence of making decisions at the right time based on the information available.
• Strong people manager who actively engages and embraces talent management conversations.
• Good presentation skills

We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone. Here’s some of what you can expect when you join us. But don’t just take our word for it – see what our colleagues have to say at LifeAt.Informa.com   

Our benefits include: 

• Freedom & flexibility: colleagues rate us highly for the flexibility and trust they receive and most of us balance time in the office with time working remotely
• Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active diversity and inclusion networks 
• Broader impact: take up to four days per year to volunteer, with charity match funding available too
• Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it’s time for the next step, we encourage and support internal job moves
• Time out: 25 days annual leave, rising to 27 days after two years, plus a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year 
• Personal benefits: a range to choose from, plus company funded private medical cover
• ShareMatch scheme: allows you to become an Informa shareholder with free matching shares
• Strong wellbeing support: EAP assistance, mental health first aiders, a healthy living subsidy, access to health apps and more
• Awards: Recognition for great work, with global awards and kudos programmes 
• Global collaboration: As an international company, the chance to collaborate with teams around the world 

We’re not solely focused on a checklist of skills. We champion energy and ambition and look for colleagues who will roll their sleeves up, join in and help make things happen. If it sounds like a match and you have most – although not all – of the skills and experience listed, we welcome your application.

At Informa, you'll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments, we are also formally an Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses, including all of those protected by law. Ask us or see our website for full information.

See how Informa handles your personal data when you apply for a job here.