Working Supervisor – AR Collections (O2C)

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23000 employees operating in over 150 countries Xylem is at the forefront of addressing the worlds most critical water challenges. We invite passionate individuals to join our team dedicated to exceeding customer expectations through innovative and sustainable solutions.

Key Responsibilities

Operational Responsibilities

• Oversee daily AR collections activities including outreach follow-up prioritization and aging management.
• Manage dispute resolution workflows including root-cause identification and coordination with business partners.
• Utilize HighRadius tools (CLS DMS EIPP CAA) and SAP S/4HANA to manage accounts document actions and monitor KPIs.
• Ensure compliance with credit policies escalation protocols and internal controls.
• Support escalations related to large past-due balances critical disputes or customer experience issues.

People Leadership

• Supervise a team of collections and dispute analysts (1015 depending on final structure).
• Conduct regular coaching sessions performance appraisals and development planning.
• Monitor productivity daily workload and adherence to SLAs/KPIs.
• Promote a culture of accountability service excellence and continuous improvement.

Stakeholder Collaboration

• Work closely with Sales Customer Service and Billing teams to resolve disputes and drive cash performance.
• Communicate effectively in English with stakeholders across the Americas including Finance and O2C leadership.
• Partner with onshore Credit Collections and Dispute Resolution leaders to support strategic priorities.

Continuous Improvement

• Identify process inefficiencies and lead small improvement projects to enhance dispute turnaround and collections performance.
• Support adoption and optimization of HighRadius tools and automation features.
• Provide recommendations on workflow improvements and customer issue prevention.

Required Qualifications

• Bachelors degree in Finance Accounting Business Administration or related field.
• 5 years of experiencein AR Collections Dispute Management or related O2C roles.
• Working knowledge of HighRadius (CLS DMS EIPP) and SAP S/4HANA.
• Strong English communication skills (written and verbal).
• Experience interacting with Sales Customer Service and Finance stakeholders.
• Strong negotiation and customer relationship management skills.

Preferred Qualifications

• Previous leadership experience (team lead or supervisory responsibilities).
• Shared services or multinational business experience.
• Understanding of collections strategies root-cause dispute analysis and KPI management.
• Familiarity with Lean/Six Sigma methodologies.

Competencies

• Strong communication & negotiation
• Customer orientation
• Team leadership and coaching
• Data-driven decision making
• Conflict resolution
• Results focus & ownership

Join the global Xylem team to be a part of innovative technology solutions transforming water usage conservation and re-use. Our products impact public utilities industrial sectors residential areas and commercial buildings with a commitment to providing smart metering network technologies and advanced analytics for water electric and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.