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 & provide excellent customer service to our franchise customers. Minimize the accounts receivable exposure by ensuring timely collection of receivables following a defined collection strategy. Identify and implement policy and procedural improvements and drive process improvements. Manage all subledger activity and ensure all activity is accurate and all exceptions are cleared timely.  

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 and leadership for the work group. Manages all risks and closely monitors and manages all process controls and dependencies.
• Leads team members with day-to-day direction regarding the collection of delinquent accounts, ensure timely processing of store transfers, and other department initiatives including payments services and loyalty programs.
• Advise and coaches staff on best practices and monitors execution closely using KPI reporting.  Monitors staff performance to ensure that all work is correct and on time. 
• Serves as a hands-on leader and coach working closely with management at the Hyderabad office to help oversee daily activity including billing and cash application activities, credit and unapplied cash management, and other billing activities as needed. Regularly meets with the Hyderabad team to talk about best practices and monitoring of activities.
• Provides expertise to cross functional teams and leads and participates in departmental projects for process improvements and automations.  
• Resolves issues for customers by providing timely and accurate responses to inquiries, as well as problem solving, research and communicating with stakeholders about issues with accounts and aging.
• Ensure AR activity and estimates are properly reflected in the general ledger (Oracle Cloud).
• Collaborates on the development of franchisee workout plans and distribution of demand notices in conjunction with franchise field representatives and legal counsel.
• Other duties as assigned by AR Director or Sr. Director.
  

EDUCATION & EXPERIENCE QUALIFICATIONS

• 4-Year degree in Accounting or related field required.
• 10+ years of progressive AR and collections experience with at least 5 years of management 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 Franchise revenue.
  

DIRECT REPORTS

• At least 2.