Job Summary
The Collections Associate Manager will be responsible for leading, mentoring, and driving performance of a team of junior Collections Analysts to achieve monthly and quarterly cash collection targets. The role requires strong people leadership, hands‑on involvement in dispute resolution and escalations, and close collaboration with internal stakeholders to overcome operational challenges impacting cash flow.
The ideal candidate will have a proven track record of managing teams, setting realistic yet aggressive targets, and enabling consistent goal achievement through coaching, monitoring, and continuous improvement.
Key Responsibilities
Associate Manager & Performance Management
- Lead, manage, and mentor a team of junior Collections Analysts, fostering a high‑performance and accountability‑driven culture.
- Create clear monthly cash collection targets for individual team members aligned to overall business goals.
- Conduct regular one‑on‑ones, team huddles, and performance reviews to track progress against targets.
- Identify skill gaps and provide ongoing coaching, training, and mentoring to improve collection effectiveness.
Cash Collection & Target Ownership
- Own and closely monitor daily, weekly, and monthly cash collection targets.
- Analyze aging, overdue balances, and collection trends to proactively address risks to cash flow.
- Drive recovery strategies for high‑value, delinquent, or complex accounts.
- Ensure consistent follow‑up and disciplined execution of collection activities across the team.
Dispute Management & Issue Resolution
- Support the team in identifying, tracking, and resolving disputes impacting collections.
- Act as the escalation point for complex, aged, or high‑risk disputes.
- Ensure timely root‑cause analysis of disputes and drive corrective actions to prevent recurrence.
- Monitor dispute aging and ensure alignment with SLAs and internal resolution timelines.
Stakeholder Management & Escalations
- Partner closely with internal stakeholders such as Sales, Billing, Customer Support, Finance, and Operations to resolve collection roadblocks.
- Escalate critical issues proactively and work collaboratively to reach sustainable resolutions.
- Communicate clearly and confidently with senior stakeholders regarding risks, actions, and outcomes.
Reporting & Continuous Improvement
- Prepare and present regular reports on cash performance, dispute status, productivity, and risks.
- Use data and insights to identify process gaps, inefficiencies, and improvement opportunities.
- Support or lead process improvements, automation initiatives, and best‑practice implementation within Collections.
Required Skills & Qualifications
- 15+ years of experience in Credit & Collections, with proven people‑management experience.
- Demonstrated success in leading teams to achieve challenging cash collection targets.
- Strong knowledge of collections processes, dispute management, and order‑to‑cash cycles.
- Excellent mentoring, coaching, and performance management skills.
- Strong analytical skills with the ability to interpret aging, KPIs, and collection metrics.
- Proven ability to manage escalations and influence internal stakeholders.
- Excellent communication and stakeholder management skills.
- Ability to thrive in a fast‑paced, target‑driven environment.
Key Competencies
- Leadership & team development
- Results orientation & accountability
- Problem‑solving and decision‑making
- Stakeholder influence and collaboration
- Attention to detail with a big‑picture mindset
