Manager, Collections

Job Title:  Manager, Collections

Reports to: Director, Collections

Job Grade: M2

Job Code: 11150

FLSA Status: Exempt

FLSA Category, if Exempt: Administrative

EEO Category: Mid Level Officials & Mgrs

Prepared By: Val Osipov

Date Approved: Entered by Comp.

Approved By: Entered by Comp.

GENERAL DESCRIPTION:  As the Collections Manager, you will lead and manage the Collections function, and Dispute Management. You'll oversee a team of professionals, ensuring delivery against KPIs and SLAs while maintaining a strong internal control framework. As part of the leadership team, you'll help elevate service delivery standards and drive the sustainable growth of our Shared Services Centre.

ESSENTIAL DUTIES AND RESPONSIBILITIES To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. These are the most significant job duties performed; other responsibilities or assignments not specifically mentioned may also be assigned

• Lead the Collections team and drive performance through strategic direction and daily operational oversight.
• Ensure compliance with credit exposure limits, drive outbound call effectiveness, and maintain consistent touchpoints across accounts.
• Build collaborative relationships with internal teams (Sales, Disputes, Operations) and key customers.
• Manage end-to-end people responsibilities: assign tasks, appraise performance, coach, reward, and discipline where needed.
• Cultivate a high-performance culture and foster continuous team development.
• Ensure delivery excellence against agreed KPIs/SLAs within a robust internal control framework.
• Monitor and reduce past-due percentages, improve cash collections, and minimize bad debt risks.
• Ensure timely documentation of customer interactions in the collections tool.
• Build deep customer insight through analysis of outstanding balances, payment patterns, and cash flows.
• Promote a culture of continuous improvement, applying Lean principles to enhance O2C efficiency.
• Collaborate cross-functionally to ensure aligned service delivery.
• Own customer relationship management, including issue resolution and root cause analysis.
• Act as the escalation point for critical issues across the collections process.
• Champion innovation to drive value and challenge the status quo.

SUPERVISORY RESPONSIBILITIES:

• Directly supervises, Support, and drive team performance, responsible for hiring, coaching, training, and performance management

DECISION-MAKING RESPONSIBILITIES:

• Exercises independent judgment in dispute resolution resource deployment, and process improvements

EDUCATION/EXPERIENCE:

Minimum Required Education: Bachelor's degree in Commerce from a recognized university.

• Basic accounting knowledge with Six Sigma, LEAN, or similar quality management certification.

Minimum Required Experience: 15+ years of experience, with a strong background in Collections within logistics, shipping, or transport industries desired

• Deep understanding of end-to-end O2C processes and best practices.
• Strong financial, operational, and stakeholder management capabilities.
• Proven experience in managing large teams and leading complex projects.
• Familiarity with budgeting, recruiting, coaching, and employee development.

Desirable Education/Experience: Experience with ERP systems (Oracle, HRC); exposure to AR processes and global teams.

JOB RELATED COMPETENCIES: To perform the job successfully, an individual should demonstrate the following competencies:

• Inspiring Vision & Purpose - Apply
  • Communicates how AR performance impacts company cash flow and growth; rallies team around shared goals.
• Business Acumen - Apply
• Analyzes operational data to recommend process changes to improve KPIs or customer experience.
• Functional/Technical Skills - Apply
  • Leverages XPO FSS business platforms effectively to produce accurate reporting.
• Dealing with Ambiguity - Apply
  • Maintains composure and effectiveness when priorities shift or information is incomplete, adapting plans and guiding the team toward solutions without losing momentum.
  • Implements interim collection strategies during system migration without disrupting cash flow.
• Analytical Skills – Apply
  • Uses data-driven insights to identify problems, optimize resources, and deliver actionable solutions that improve accuracy and efficiency.
  • Uses trend analysis to adjust team priorities and reduce overdue accounts.
• Communication Skills – Influence

• • Communicates with clarity and impact, adapting style to audience and influencing decisions through effective negotiation and presentation.
  • Presents risk findings to senior leaders and gains approval for resolution actions.
  • Negotiates with customers to balance risk and maintain positive relationships.

• Time Management Skills – Apply
  • Prioritizes competing demands, such as urgent escalations, and delivers accurate, timely results while managing multiple projects and stakeholders.
  • Meets month-end deadlines while coordinating credit reviews for high-volume accounts.
• Leadership Skills – Apply
  • Inspires collaboration, coaches teams, and makes strategic decisions that drive business results and continuous improvement.
  • Guides team through process changes, ensuring adoption and maintaining performance.
  • Leads cross-functional discussions to resolve challenges and improve workflows.
• Professionalism & Collaboration – Apply
  • Builds trust through integrity, confidentiality, and teamwork, fostering strong relationships across internal and external partners.
  • Maintains confidentiality during sensitive credit negotiations while collaborating cross-functionally.

Technical Competencies

• • Technology Proficiency – Apply
    • Effectively uses core business applications and Microsoft Office tools to analyze data, prepare reports, and manage workflows.
  • Advanced Systems Expertise – Apply
    • Leads training sessions, improving team efficiency and compliance.
    • Partners with IT to resolve system issues and advocates for enhancements that streamline workflows.
• Digital Agility – Apply
  • • Quickly learns and adapts to new software and emerging technologies to improve efficiency and support business objectives.
    • Adopts automation tools to reduce manual data entry and improve accuracy.

WORK ENVIRONMENT & PHYSICAL DEMANDS- The Work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Workspace: Corporate office or hybrid setting with moderate noise level; occasional use of shared meeting spaces.
• Work Hours: Standard business hours (Monday–Friday), with occasional extended hours during month-end close or special projects.
• Travel: Minimal; occasional travel for leadership and vendor meetings, team engagement, and/or process reviews.

• Physical Demands: Prolonged periods of sitting and computer work; occasional standing for meetings; minimal lifting (typically under 10 lbs.).