Manager, Credit

Job Description

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