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We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways. 

Are you curious about being part of our growth stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

Senior Black Belt – Collections & Dispute Transformation (OTC | AI-Driven)

Role Overview

Iron Mountain is seeking a high-caliber Lean Six Sigma Black Belt and Transformation Leader to drive enterprise-scale improvements across Collections and Dispute Management within the Order-to-Cash (OTC) value stream.

This role is not traditional process improvement—it sits at the intersection of process excellence, advanced analytics, and AI-led transformation. The candidate will lead end-to-end transformation programs, delivering measurable outcomes such as DSO reduction, working capital optimization, dispute cycle time reduction, and customer experience enhancement.

You will operate as a strategic change agent within Global Business Services (GBS), partnering with Finance, CX, EIT, and Analytics teams to transition from reactive operations to predictive and agentic decisioning models.

Key Responsibilities

1. End-to-End Transformation Leadership

• Lead enterprise-level transformation initiatives across Collections and Dispute processes
• Conduct deep-dive diagnostics, including:
  • Value Stream Mapping (VSM)
  • Process mining (e.g., Celonis)
  • Bottleneck and leakage identification
• Define and deliver quantified business outcomes, including:
  • DSO reduction
  • Bad debt reduction
  • Cycle time improvement
  • Productivity gains
• Ensure benefits realization is formally tracked, validated, and signed off

2. Intelligent Automation & AI Enablement

• Design and deploy AI/ML-driven use cases across OTC, including:
  • Customer payment behavior prediction
  • Risk and health scoring
  • Intelligent dunning orchestration
  • Dispute triage and resolution automation
• Collaborate with Data Science and Engineering teams to:
  • Operationalize models into workflows
  • Embed insights into Next Best Action systems
• Drive adoption of agentic AI and decision intelligence frameworks within financial operations

3. Cross-Functional Stakeholder Orchestration

• Partner with:
  • Finance (A/R, Credit, Billing)
  • Customer Experience (CX)
  • Enterprise IT (EIT)
  • Analytics & Automation teams
• Align transformation initiatives with enterprise data and technology strategy
• Act as a bridge between business, process, and technology teams

4. Capability Building & Organizational Enablement

• Design and deliver Lean Six Sigma training programs
• Mentor and govern Green Belt and Continuous Improvement (CI) projects
• Establish standardized transformation playbooks for OTC processes
• Build a culture of:
  • Data-driven decision making
  • Continuous improvement
  • Structured problem solving

5. Governance, Control & Sustainability

• Lead Corrective and Preventive Action (CAPA) frameworks
• Implement robust governance models for:
  • Process adherence
  • KPI tracking
  • Value realization
• Ensure sustainability of improvements through:
  • SOP standardization
  • Control mechanisms
  • Continuous monitoring

Required Qualifications

• 10+ years of experience in process transformation within:
  • Banking
  • Insurance
  • Consulting
  • Large-scale shared services / GBS environments
• Strong expertise in:
  • Lean Six Sigma methodologies
  • Root Cause Analysis (RCA)
  • Value Stream Mapping (VSM)
  • Process Mining (preferred)
• Hands-on experience with:
  • Data visualization tools (Tableau, Looker, Minitab)
  • Analytics-driven decision making
• Proven track record of:
  • Leading complex, cross-functional transformation programs
  • Delivering measurable financial and operational impact
  • Navigating ambiguity and driving outcomes independently

Certifications

• Mandatory:
  • Lean Six Sigma Black Belt (certified)
• Preferred:
  • Agile / Scrum
  • Kaizen
  • Prosci (Change Management)

What Success Looks Like

• Tangible reduction in DSO and working capital leakage
• Significant improvement in dispute resolution cycle times
• Adoption of AI-driven decisioning in collections workflows
• Measurable productivity gains and cost savings
• Strong pipeline of successful Green Belt / CI projects

Category: Project/Program Management Group