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Customer Advocacy Manager

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Microsoft

1mo ago

  • Job
    Full-time
    Senior & Expert Level
  • Business, Operations & Strategy
    Banking & Finance
  • Dublin

AI generated summary

  • You need a relevant degree, post-graduate financial experience, strong communication, collaboration skills, and expertise in credit/risk/fraud analytics.
  • You will manage collections, drive process improvements, ensure compliance, enhance customer experience, engage with vendors, and lead AI initiatives while fostering a collaborative culture.

Requirements

  • Bachelor's Degree in Business Administration, Accounting, Finance, Economics, Data Science, or related field AND post-graduate financial analysis, accounting, controllership, or finance work experience
  • OR Master's Degree in Business Administration, Accounting, Finance, Economics, Data Science, Management or related field AND post-graduate financial analysis, accounting, controllership, or finance work experience
  • OR equivalent experience
  • Oral and written communication skills
  • Cross-group collaboration skills, including the ability to communicate with management at Microsoft
  • Ability to influence others with empathy while under pressure to deliver compliant time-based outcomes to key stakeholders and customers
  • Motivated and can identify and articulate customer value through technology
  • Business and financial project management professional specialising in credit, risk analytics, fraud analytics, finance and investment analytics or related and relevant specialist skills, qualifications, or experience.

Responsibilities

  • Practice Microsoft’s leadership principles – communicate with clarity, generate positive energy, and deliver results
  • Invest in learning, skill building and career development
  • Model and foster a collaborative, inclusive, growth mindset culture
  • Collections Management – Independently manage collections and cash applications for assigned portfolio providing support, direction and leadership. Utilise analytics to drive improvements in collections portfolio to achieve set overdue and cash targets. Ensure prudent and necessary business decisions to manage risk and facilitate collections. Address customer payment issues and leverage the Business Engagement team to assist.
  • Additional responsibilities include project participation or leadership on AI initiatives that are necessary to adapt the business processes to keep up with significant year-over-year growth.
  • Empower several vendors/suppliers globally and hold them accountable for process adherence and meeting Service Level Agreement. This includes management of a standard rhythm and engagement with global suppliers, support escalations, and Service Level Agreements/Key Performance Indicators management while delivering impact and a great customer experience.
  • 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.
  • Business Process Excellence - Leverage the WW Credit Services Business Process Outsourcer (BPO) to achieve agreed performance metrics. This requires the individual to partner with the BPO and BPO Manager to ensure execution and delivery of goals.
  • Support Audit, Tax, and Trade teams to ensure timely delivery of documentation requests related to Sarbanes-Oxley Act and other compliance requirements
  • Ensure strict adherence and understanding of Microsoft policies and hold Business Process Outsourcers 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
  • Embody our Culture and Values

FAQs

What is the primary responsibility of the Customer Advocacy Manager at Microsoft?

The primary responsibility is to manage collections and cash applications for an assigned portfolio, ensuring improvements in collections, addressing customer payment issues, and driving positive customer experiences.

What qualifications are required for this position?

A Bachelor's Degree in Business Administration, Accounting, Finance, Economics, Data Science, or a related field, along with post-graduate financial analysis experience, OR a Master's Degree in a relevant field with similar experience, OR equivalent experience.

Is cross-group collaboration important in this role?

Yes, cross-group collaboration skills are essential, as the role involves working with various teams both internal and external to GTFS to deliver best-in-class processes and reporting.

What is the focus of the Customer Advocacy team in terms of company culture?

The focus is on cultivating an inclusive work environment that embodies Microsoft’s values of respect, integrity, and accountability to foster a culture where every employee can thrive.

Are there any specific project management skills preferred for this role?

Yes, candidates with business and financial project management experience, particularly in credit, risk analytics, fraud analytics, or finance and investment analytics, are preferred.

What commitment does Microsoft have towards employee inclusion?

Microsoft is committed to cultivating an inclusive work environment for all employees, positively impacting the culture every day.

Does the position require adherence to compliance standards?

Yes, the role entails strict adherence to Microsoft policies and ensuring that Business Process Outsourcers are held accountable to these standards.

How important is customer satisfaction in the role of Customer Advocacy Manager?

Customer satisfaction is crucial, as the manager must understand customer needs, support satisfaction initiatives, and address queries and escalations effectively.

What kind of leadership principles does the Customer Advocacy Manager need to practice?

The manager should practice Microsoft’s leadership principles by communicating with clarity, generating positive energy, and delivering results.

Does this job involve project participation in AI initiatives?

Yes, additional responsibilities of the role include project participation or leadership on AI initiatives to adapt business processes in line with significant growth.

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Microsoft

Technology
Industry
10,001+
Employees
1975
Founded Year

Mission & Purpose

Every company has a mission. What's ours? To empower every person and every organization to achieve more. We believe technology can and should be a force for good and that meaningful innovation contributes to a brighter world in the future and today. Our culture doesn’t just encourage curiosity; it embraces it. Each day we make progress together by showing up as our authentic selves. We show up with a learn-it-all mentality. We show up cheering on others, knowing their success doesn't diminish our own. We show up every day open to learning our own biases, changing our behavior, and inviting in differences. When we show up, we achieve more together. Microsoft operates in 190 countries and is made up of more than 220,000 passionate employees worldwide.