Manager, Credit - Vaughan, ON
2 days ago
Job description
Job Title:
Manager, Credit and Collections
Reports to:
Director, Customer Experience and Credit & Collections
POSITION SUMMARY
The Manager of Credit & Collections will lead and oversee the operations and strategy of the Credit & Collections team, ensuring the organization meets its accounts receivable objectives while balancing customer satisfaction and regulatory compliance. This role focuses on driving operational excellence, implementing process improvements, and fostering a customer-centric approach to collections. The Manager will be responsible for monitoring performance metrics, coaching the team, and collaborating across departments to optimize outcomes.
KEY RESPONSIBILITIES
Strategic Oversight & Reporting:
- Develop and monitor key performance indicators (KPIs) for collections, aging, recovery rates, and disconnection outcomes.
- Leverage tools such as Power BI, Salesforce, or equivalent to generate strategic AR dashboards and actionable insights.
- Present AR performance, aging trends, and risk analysis to senior leadership.
Process Improvement & Automation:
- Lead initiatives to optimize workflows and automate manual processes to improve speed and accuracy.
- Champion cross-functional projects with IT, Billing, Customer Care, and Finance to improve data quality, integration, and customer experience.
Team Leadership:
- Lead, coach, and develop a team of Supervisors and Analysts to achieve department goals.
- Foster a high-performance, growth-oriented team culture aligned with corporate values.
- Conduct regular one-on-one coaching, performance evaluations, and succession planning.
Disconnection & Recovery Strategy:
- Oversee the end-to-end disconnection and reconnection program, including reporting, exception handling, and vendor performance.
- Implement proactive strategies to reduce disconnections and recover balances in alignment with regulatory frameworks.
Customer Experience & Escalation Management:
- Design empathetic collection approaches that balance business recovery with customer retention.
- Resolve complex escalations in coordination with Legal, Client Management, or Sales where necessary.
Vendor, Legal & External Partnerships:
- Manage relationships with external collection agencies, legal recovery partners, and technology vendors.
- Develop and execute benchmarking, champion-challenger models, and vendor scorecards to drive performance.
Compliance & Regulatory Alignment:
- Ensure strict adherence to OEB regulations, the USMP Code, and Wyse's internal policies.
- Conduct audits and develop controls to mitigate risk across collection activities.
Training & Development:
- Oversee the development of SOPs, team training materials, and onboarding programs.
- Identify and support team development and leadership readiness opportunities.
REQUIRED EDUCATION & QUALIFICATIONS
- Bachelor's degree in business administration, finance, or a related field (or equivalent experience).
- Minimum 5 years of progressive experience in Credit & Collections, including 2+ years in a leadership capacity.
- Demonstrated experience managing AR strategy, disconnection programs, and high-performing teams.
- Proficient in ERP systems, CRM software, and analytics platforms (e.g., Excel, Salesforce, Power BI).
- Proven ability to drive continuous improvement and implement technology solutions.
OTHER COMPETENCIES
- Strategic Leadership: Able to balance operational detail with forward-thinking strategy.
- Analytical: Ability to analyze trends, generate insights, and act on findings.
- Cross-Functional Influence: Builds trusted partnerships across departments and external vendors.
- Customer-Centric Mindset: Advocates for respectful collections practices that foster long-term relationships.
- Communication Excellence: Communicates complex ideas clearly and confidently to all levels of the organization.
DIRECT REPORTS
- Supervisor, Credit & Collections
- Credit and Collections Analysts
WORKING CONDITIONS
- Manual dexterity required to use desktop computer and peripherals.
- Overtime as required.
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