General Purpose:The Director of Collections & Recovery is responsible for leading and optimizing the company's collections and recovery operations to maximize cash collections, improve operational effectiveness, and enhance the customer experience. This role requires a leader with strong operational expertise, an analytical mindset, and a passion for continuous improvement. The successful candidate will provide leadership to the Collections & Recovery team while serving as a functional subject matter expert, driving process improvements, implementing best practices, and ensuring consistent, scalable operations. This individual partners closely with leaders across Finance, Customer Experience, Treasury, Billing Operations, and other business functions to improve outcomes and support organizational objectives.
Direct Reports: Yes Essential Duties and Responsibilities:Collections & Recovery Strategy- Develop and execute operational strategies and initiatives to maximize cash flow, improve collection effectiveness, and minimize delinquent receivables.
- Analyze portfolio performance, collection trends, and operational metrics to identify opportunities and implement targeted initiatives that improve recovery rates.
- Partner with Sales, Legal, Cash Application, Customer Experience, and other stakeholders to resolve complex collection issues and optimize recovery efforts.
Process Improvement & Optimization- Identify workflow inefficiencies and implement process improvements that increase effectiveness, scalability, and operational efficiency.
- Leverage data, analytics, and automation opportunities to improve collections performance and operational decision-making.
- Establish, monitor, and communicate KPIs to measure performance, identify trends, and drive continuous improvement.
- Lead change initiatives that improve collections operations, customer outcomes, and business performance.
Documentation & Compliance- Develop and maintain standardized collections policies, procedures, and training materials.
- Ensure compliance with all regulatory requirements and industry best practices related to collections and recovery.
- Ensure collection activities comply with applicable laws, regulations, company policies, and industry best practices while partnering with Finance, Legal, and Compliance to uphold organizational risk management standards.
Leadership & Team Development- Lead, develop, and mentor an inclusive, engaged, and high-performing Collections & Recovery team through coaching, accountability, and professional development.
- Serve as a player-coach by providing hands-on support for complex customer accounts and escalations while remaining actively engaged in collection activities as business needs require.
- Serve as the functional subject matter expert for Collections & Recovery, providing operational guidance and recommending process improvements to enhance organizational performance.
- Foster a results-driven culture focused on accountability, collaboration, and continuous learning.
- Provide regular training and coaching to enhance team effectiveness.
Required Qualifications:Education & Experience- Bachelor's degree in Business, Finance, Accounting, or a related field, or an equivalent combination of education and experience.
- 5-10+ years of progressive experience in B2B Collections and Recovery, including operational leadership and team management.
- Demonstrated experience leading operational improvements through process optimization, workflow redesign, and change management initiatives.
- Proven ability to leverage data, analytics, and performance metrics to improve cash collections, recovery performance, DSO, and overall operational effectiveness.
- Demonstrated success leading and developing high-performing teams through coaching, accountability, and performance management.
- Experience with B2B collections is required.
Knowledge & Skills- Working knowledge of applicable federal and state laws governing collection activities and practices.
- Working knowledge of bankruptcy laws, processes, and procedures as they relate to commercial collections.
- Advanced proficiency with Microsoft Excel and Microsoft PowerPoint.
Preferred Qualifications- Experience with Dun & Bradstreet (DNBi) or comparable commercial credit and collections platforms.
- Experience supporting Subscription and/or SaaS recurring revenue business models.
- Strong knowledge of collections, billing, customer care, and related business systems.
- Experience with collections software such as CoAction, Experian, or equivalent platforms.
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Req: #26-0085
