VP Finance CX & Collections

Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We're building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve.
Job Summary
Working closely with the SVP Financial Operations and CX leadership team, the VP Finance-CX & Collections will lead FP&A for the company's Call Center operations, as well as define and execute collections strategies for the company's Optimum business. The successful leader in this role will identify the targeted collections strategies and credit risk policies aimed at driving growth and profitability while simultaneously delivering a best-in-class customer experience.
Responsibilities

• Responsible for FP&A for AUSA's Customer Experience division, actively partnering with senior leaders and business planning teams to set, monitor, and deliver on operating budget performance.
• Lead all aspects of developing Care operating plans and budgets, including call volume plans, productivity and staffing plans, shrinkage initiative-based plans, and expense/capital financial plans.
• Provide required performance reporting to multiple regulatory entities, and Service Level and Performance Scorecard results to the Care leadership teams.
• In partnership with SVP Financial Operations, ensure the Care and Collections organizations have processes in place to regularly assess budget and budget performance, and provide clear actions and communication to senior business leadership on established financial and operational leading and lagging indicators and performance against them.
• Partner with SVP FP&A & Growth to identify and monitor business trends and variances related to plan; provide information and insights related to monthly reporting, budgeting, forecasting, and long-range planning.
• Define and execute collections strategies for all product lines within the company's Optimum business to minimize bad debt and optimize cost to collect, while also delivering a best-in-class customer experience.
• Define the consumer and business credit risk policy to drive growth and profitability.
• Drive strategic management of the recovery function through monitoring and tracking performance of outside collection agencies and vendors.
• Develop fraud prevention and detection strategies, policies, and programs across all products and delivery channels.
• Lead the monitoring, analysis and reporting of fraudulent activity and take action to ensure customer confidence and minimize financial losses.

Qualifications

• BS/BA degree in Finance, Accounting, Economics, or a related field. MBA preferred
• 12+ years of operationally focused financial management experience, including experience in a Finance leadership role
• Collection strategy and planning experience in the consumer space required.
• Strong quantitative and analytical capabilities, and extensive experience with financial planning, forecasting, modeling, and data analysis
• Experience in telecommunications, media, and/or technology strongly preferred
• Finance experience in a Customer Service/Contract Center environment strongly preferred
• Proven ability to collaborate with and build effective business partnerships at senior levels of the organization
• Strong problem solving and analytical skills including the ability to establish key operational metrics, summarize and interpret results, and develop strategic, actionable recommendations for leadership decision making

Leadership Competencies:

• Excellent communicator with a confident and collaborative style and adept at aligning internal and external stakeholders
• Growth mindset and mentally primed to take on challenges and adopt effective problem-solving strategies; encourages team to embrace growth mindsets
• Hands-on approach to learning the Altice USA business and adaptive executive who can augment the strategic value of the CX FP&A and Collections functions and influence the evolution of the business for the current ecosystem
• Inspiring leader who can assess, attract, and develop talent

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Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
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Nearest Major Market: Long Island
Nearest Secondary Market: New York CIty