Manager, Credit

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.