Collections Manager

Main Purpose of Role:

Responsible for managing a team of Collection Specialists directly and another portion of the Collections Team indirectly with the Collections Assistant Manager to pursue payment collections to ensure all past due amounts are collected while preventing the aging of current balances. Responsible for oversight of all customer communications of assigned team (including dunning, refunds and statements) and dispute resolution to ensure all customer portfolios are in compliance with established payment and credit terms.

Main Tasks:

• Develop, implement, and manage comprehensive commercial collections strategies, aligning them with the organization’s financial goals and objectives. Consistently monitor industry trends and best practices to ensure the collections function remains innovative and effective.
• Direct the resolution of complex or escalated collection cases, negotiating payment plans and settlements with key clients as necessary, while maintaining positive business relationships.
• Develop and track key performance indicators (KPIs) such as Days Sales Outstanding (DSO), collection effectiveness index, and delinquency rates. Report on collections performance to executive leadership and recommend corrective actions where needed.
• Work closely with Sales, Customer Service, Finance, and Resolution teams to resolve disputes, support contract negotiations, and ensure alignment between collection processes and broader business objectives.
• Produce and distribute daily, weekly and monthly reports as required to oversee the management of the organization’s receivables portfolio, including risk assessment, segmentation, and prioritization of accounts. 
• Regularly analyze the aging of receivables and recommend appropriate actions.
• Lead, mentor, and motivate a team of collection supervisors and specialists, fostering a results-driven environment. Responsible for hiring, training, performance evaluation, and career development initiatives for all team members.
• Design, implement, and continuously improve collections policies, procedures, and processes to maximize efficiency and compliance. Ensure all activities adhere to internal controls, regulatory requirements, and industry standards. 
• Bring CS problems to the attention of Management that impact customer satisfaction and their ability to pay
• Participate in resolving issues by working with other internal departments and/or other agencies
• Review research and validation of credit balances on accounts 
• Identify, research and reconcile payment discrepancies or unapplied receipts
• Encourage customer to utilize credits
• Coordinate refunds and efforts to ensure payments come in correctly to proper account with correct name
• Assist in vendor setup with filling out forms for Sales

• Minimum of five years of collections/AR/industry and/or related experience

• Experience in managing individuals in a collections environment

• Strong knowledge of commercial collections experience 

• Experience in the Shipping Industry preferred

• Accounting software - SAP knowledge in FI/CO and MM modules (preferred)