Description The Opportunity: As part of Finance Shared Services team, the
Team Lead, Collections plays a critical role in our Order to Cash function. Reporting to the Supervisor, Collections, this position is responsible for coordinating the day-to-day activities of the Collections Analysts and driving the collections process to minimize past due balances and reduce bad debts. This role executes collection strategies, prepares reporting of AR accounts, provides coaching to the team, collaborates with internal stakeholders, provides solutions to resolve issues and escalates as required. The Team Lead is a working member of the team with more senior responsibilities and will maintain certain strategic accounts in an assigned customer portfolio.
Responsibilities: Collections - Lead weekly reporting reviews, ensuring overdue accounts are followed up, risks are identified, and clear action plans are executed.
- Ensure overlimit and past due accounts are placed on hold according to policy.
- Escalate high-risk accounts to leadership with recommended actions (payment plans, collections, legal escalation, etc.)
- Assist the team with escalated customer issues and disputes, working with Sales, Billing, Credit, Cash Apps, Management, etc. as required.
- Provide the analysts with assistance in preparing customer account reconciliations, and coordination of efforts to clean up AR accounts.
- Execute company collections policies and procedures; look for opportunities to optimize and coordinate improvements with the Supervisor.
- Monitor actions on past due accounts to ensure strategies are driving positive results on delinquencies and credit losses.
- Collaborate closely with the Cash Applications team to monitor unapplied and misapplied cash, ensuring timely resolution of allocation issues that impact collections effectiveness.
- Partner with Credit, Cash Applications, Sales, and Operations teams to resolve escalations and customer account issues.
- Establish and maintain positive business relationships with internal customers and key stakeholders in the collections process.
- Coordinate efforts for significantly past due accounts with external collection agencies and legal counsel as required with the Supervisor.
- Monitor Collections commentary added on individual accounts in the system by the team.
Analysis and Reporting - Prepare monthly AFDA recommendations with explanations to Management.
- Prepare weekly AR reporting that provides timely and effective information to Management on credit and collections issues.
- Review overlimit reports and coordinate issues with the Credit team and management, make decisions on customers to place on hold.
- Support the Supervisor with KPI performance data to drive operational excellence and business value (% AR current, trends from previous periods, etc).
Leadership - Provide day-to-day coaching and support to the Collections team.
- Create a positive team environment where collaboration, accountability, and continuous improvement are valued.
- Foster teamwork and collaboration within the team creating synergies where we can.
- Create a positive climate where team spirit and collaboration are fostered.
- Assist Collections Supervisor with measuring team performance against set KPI's and actively work to remove roadblocks to be successful.
- Support Collections Supervisor in providing the team with clear priorities and communicates expectations and responsibilities for the role.
- Support the team's common goals defined with the Supervisor.
- Promote a client-focused, solution-based approach aligning with Service Level Agreements.
- Provide training to new employees on Company policies and procedures.
Operational & Service Excellence - Champion process improvements and system enhancements.
- Drive continuous improvement initiatives, challenging existing practices to increase efficiency and effectiveness.
- Act as a change leader, fostering team adaptability during organizational transformation.
- Assists in ensuring all processes are developed and maintained in accordance with corporate policies, SOX/internal controls, tax reporting, and other regulations.
Requirements: - 5+ years of collections or accounts receivable (B2B) experience, with at least 2 years in a more senior capacity as Team Lead or Senior Analyst
- Strong knowledge of collections processes, policies, and best practices.
- Proficiency with ERP systems with the ability to navigate AR modules, run reports, and reconcile balances.
- Fluent with Microsoft Office Suite (Word, Excel, Teams)
- Intermediate Excel skills including lookups, pivot tables, conditional formatting, and ad hoc analysis/reporting.
- Oil and Gas and/or Shared Services experience is an asset.
- Experience working with collection agencies and legal counsel, including settlements, litigation, and follow-up with third parties.
- Strong ability to perform root cause analysis, identify process gaps, and recommend improvements; solutions-driven mindset.
- Excellent written and verbal communication skills with the ability to adapt style to different audiences and influence stakeholders.
- Proven experience with competing priorities in a high-volume, fast-paced environment.
- Organized, self-starter, and results-driven with a demonstrated ability to operate independently while aligning to business objectives.
Humble. Hungry. Smart. Does this sound like you? Do others describe you as being a down-to-earth achiever? Someone who thinks outside the box and always strives to do more than what is required. Someone who sees the bigger picture? You sound brilliant to work with!
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