Senior Collector About the Role The Senior Collector is responsible for executing KONE's customer credit management, collection, and dispute management activities. The Senior Collector deploys credit policies so that an acceptable level of risk is maintained, collections are made on time, losses are kept to a minimum, and arrears are economically collected. The role executes the collection strategy, ensures the dispute management routing is fit for purpose for local conditions in alignment with global guidelines, and ensures that bad debt provisions and write-offs are processed according to the defined rules.
The Senior Collector works closely with the BPO partner, Frontline Customer Service & Admin (CS&A), and the upstream organization. Senior Collector is a Business Process Outsourcing (BPO) role by default. However, the role may exist in larger KONE units in order to support the Credit Controller in their tasks. Where a decision is taken to retain selected key customer accounts under Frontline collection responsibility, the Senior Collector performs the collection and dispute management transactional tasks for those specified accounts instead of the BPO.
The same tools and KPIs apply, regardless of who performs the collection activity. Key Responsibilities Coordinating the BPO and retained organization for credit management, collection, and dispute management processes Resolving and supporting the Frontline in solving complicated collection cases Performing dispute root cause analysis and driving corrective actions from an end-to-end perspective Carrying out the first collection contact physically, where local requirements call for it Transactional tasks for accounts retained in Frontline responsibility Dispute management routing for agreed retained accounts Recording invoice disputes into the collection and dispute management solution as they arise Initiating and following the dispute management workflow by dispatching recorded disputes to the relevant business responsible people in the organization for resolution Applying the collection strategy for agreed retained accounts Conducting collection calls with customers in a structured way Requesting promises to pay from customers as part of collection contacts, and recording the given promises Coordinating with CS&A and inbound teams for the assigned portfolio of customers to ensure all queries and disputes are appropriately handled and resolved to facilitate collection activities Experience & Education Required 3–5 years of experience in accounts receivable, collections, credit control, or order-to-cash, ideally within a multinational or shared services/BPO-supported environment Bachelor's degree in Accounting, Finance, Business Administration, or a related field Demonstrated ownership of a customer portfolio, including direct collection contact with customers by phone, email, and where required, in person Hands-on experience with dispute and deduction management: logging, routing, and following up to resolution Experience working with or alongside an outsourced service provider (BPO/SSC) is strongly preferred Preferred Experience in construction, industrial, or project-based B2B industries where invoicing is milestone- or contract-driven Exposure to credit risk assessment, bad debt provisioning, and write-off processes Skills & Competencies Technical ERP experience in the O2C/AR module — SAP FI-AR or equivalent Familiarity with a collection and dispute management solution (SAP FSCM Collections & Dispute Management, HighRadius, or similar workflow tool) Strong Excel skills, including pivot tables, lookups, and reconciliation of large invoice files Ability to work with AR KPIs — DSO, aging buckets, collection effectiveness, promise-to-pay conversion, and dispute cycle time Fluent Arabic and strong written and spoken English At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of e