Description:
The Global Finance Shared Services Collections organization supports effective cash collection, dispute resolution, and customer account management across TransUnion. Within the EMEA region, the team partners with Sales, Finance, Legal, Customer Operations, Billing, and Global Capability Center teams to improve cash flow, reduce collection risk, and address systemic issues affecting the customer experience. This role reports to the Global Collections Manager and operates within a matrixed global service delivery model. This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.
Role Overview And Core Responsibilities
- Serve as the primary collections subject matter expert and escalation point for the EMEA region, providing market expertise and strategic guidance on complex collection matters.
- Directly manage collections activities for a portfolio of strategic, high-value, high-risk, or business-critical customer accounts, supporting cash flow, aging, and bad debt objectives.
- Lead senior-level customer engagement and resolve complex matters involving aged balances, contractual disputes, payment negotiations, insolvencies, and executive escalations.
- Build effective relationships with customers and internal stakeholders, partnering with Sales, Finance, Legal, Customer Operations, Billing, and Shared Services teams to remove barriers to payment.
- Partner with the EMEA Invoice-to-Cash Business Partner to identify recurring issues involving contracts, sales practices, billing, dispute management, customer onboarding, pricing, master data, and operational processes.
- Lead cross-functional root-cause analysis and influence sustainable process, policy, and contractual improvements that reduce collection risk and improve the customer experience.
- Collaborate with Global Capability Center Invoice-to-Cash and Collections Leadership to review aging trends, dispute drivers, portfolio risks, service delivery, and opportunities to improve collection effectiveness across EMEA accounts.
- Coordinate complex recovery, insolvency, litigation, bad debt provision, and write-off matters with Legal, external collection agencies, insolvency practitioners, and litigation partners while supporting compliance with applicable regulations and company policies.
- Analyze portfolio performance and customer payment behavior, present risks and recommendations to EMEA and Global Invoice-to-Cash leadership, and support automation, transformation, and continuous-improvement initiatives.
Required Knowledge And Experiences
- Five or more years of business-to-business collections, Accounts Receivable, Credit, or Order-to-Cash experience supporting large or complex customer portfolios, providing the expertise needed to manage material collection risks and cash flow outcomes.
- Demonstrated experience managing strategic, high-value, high-risk, or executive-level customer accounts, including complex disputes, payment negotiations, and escalated collection matters.
- Strong knowledge of commercial contracts, dispute management, credit risk, collections processes, and applicable EMEA regulatory and statutory requirements to support compliant collection strategies and decisions.
- Experience working within a Global Capability Center or Shared Services operating model and collaborating across a matrixed multinational organization.
- Demonstrated ability to influence and build relationships across Sales, Finance, Legal, Operations, Customer Success, and Shared Services functions.