Customer Advocacy Manager - Collections

Global Treasury Financial Services (GTFS) is looking for a Customer Advocacy Manager - Collections to join our team. GTFS supports the digital transformation journey of Microsoft’s customers, partners & vendors by providing credit and payment solutions to support revenue growth while managing credit risk. We are a compliance first organization with customer obsession and deal economics focus.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

Prioritization

Support creation and ongoing operational support for global invoice delivery through online portals, managing process, escalations, future enhancements, in a scalable and compliant manner. Additional responsibilities include project participation or leadership on initiatives that are necessary to adapt the business processes to keep up with significant year-over-year growth. Manage Credit Card collection processing for GTFS. You will empower several vendors/suppliers globally and hold them accountable for process adherence and meeting Service Level Agreement(SLA). This includes management of a standard rhythm and engagement with global suppliers, support escalations, and SLA and Key Performance Indicators(KPI) management while delivering impact and a great customer experience.

Partnership

Work with policy owners to drive program improvements and compliance while driving forward change and evolution of business processes to best support GTFS and Microsoft customer needs. Drive positive customer experience by understanding customer needs, support customer satisfaction initiatives, and address customer and stakeholder queries/escalations Partner with teams across Microsoft, both internal and external to GTFS, on projects and initiatives to deliver best in class processes, reporting, Accounts Receivable performance, and a world class customer experience. Support Audit, Tax, and Trade teams to ensure timely delivery of documentation requests related to SOX and other compliance requirements

Protect

Ensure strict adherence and understanding of Microsoft policies and hold Business Process Outsourcing(BPO) accountable to the same strict standards Drive compliance culture through actions and decisions to instill trust and advocate, educate and promote best practices and new developments Champion Microsoft privacy, security, and ethical standards

Other

Embody our culture and values

Qualifications

Required/Minimum Qualifications

Bachelor's Degree in Business Administration, Accounting, Finance, Economics, Data Science or related field AND 4+ years experience in financial analysis, accounting, controllership or finance, or related fieldOR Master's Degree in Business Administration, Accounting, Finance, Economics, Data Science or related field AND 2+ years experience in financial analysis, accounting, controllership or finance, or related fieldOR equivalent experience.

Preferred Qualifications

Excellent cross-group collaboration skills, including the ability to comfortably communicate with senior management at MicrosoftHigh-level of integrity, self-confidence, demonstrated change management and support for a diverse and inclusive cultureDemonstrate ability to influence others with empathy while under pressure to deliver compliant time-based outcomes to key stakeholders and customersMotivated self-starter that can clearly identify and articulate customer value through technology

Financial Analysis IC4 - The typical base pay range for this role across the U.S. is USD $91,800 - $178,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $117,900 - $195,000 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications for the role until April 26th, 2024.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.