Provide directional leadership to the Franchise Revenue department. Ensure department is adequately resourced and structured and that policies are designed to support the changing business environment. Lead/Facilitate Collection related project teams. Provide collection information and technical expertise to stakeholders. Manage relationships with multiple internal and external partners/customers to minimize the accounts receivable exposure ensure timely collection of receivables. Identify and implement policy and procedural improvements and drive process improvements.

This position sits within our Atlanta based Global Support Center with an expectation to be onsite 4 days per week.

RESPONSIBILITIES

• Establishes and aligns departmental priorities and sets direction for the work group.
• Leads team members with direction regarding the collection of delinquent accounts, Ensure timely processing of store transfers, and other department initiatives.  Advises and coaches staff on best practices.
• Leads, coaches and develops a team of direct reports and other Franchise Revenue staff.
• Provides expertise to cross functional teams and leads/participates in departmental projects.     
• Resolves issues for customers by providing timely and accurate responses to inquiries, as well as problem solving, research and communicating with stakeholders.
• Collaborate on the development of franchisee workout plans in conjunction with field representatives and legal counsel.

EDUCATION & EXPERIENCE QUALIFICATIONS

• 2-Year Degree in Business or Accounting. 4-Year degree preferred.
• 7+ years of progressive collections experience.
• At least 4 years of staff supervision.

REQUIRED KNOWLEDGE, SKILLS or ABILITIES

• Ability to lead, coach and mentor staff via formal and informal performance management  
• Motivated individual with excellent conflict resolution, customer service, interpersonal, and verbal/written communication skills
• Strong problem-solving skills with the ability to manage multiple projects/tasks and meet deadlines  
• Ability to work effectively in a high volume, fast-paced environment.
• Hands-on experience with ERP Systems (Oracle, preferred) and proficient in Microsoft Excel and Word.  Aptitude for learning new systems.
• Lead domestic and international collections strategies.
• Drive reduction of delinquent AR and unapplied cash balances.
• Oversee collector portfolios, aging reviews, dispute resolution, and escalation processes.
• Ensure accurate and timely processing of store transfers.
• Ensure accurate and timely processing of Payment Services transactions.
• Partner with Operations, Legal, Finance, Treasury, and Franchise Business Consultants.
• Establish KPIs, SLAs, and performance dashboards for collections effectiveness.
• Support audits, SOX controls, policy governance, and compliance requirements.
• Lead process improvement and automation initiatives, including ServiceNow and ERP enhancements.
• Develop talent through coaching, succession planning, and performance management.
• Present AR risk, collections performance, and cash flow insights to senior leadership.
• Other ad hoc tasks as assigned for FZ revenue.
  

DIRECT REPORTS

• This role will have 7-8 direct reports.