Job Purpose

We are seeking a dynamic and strategic Credit & Collections Manager to lead and oversee the credit, collections, and accounts receivable functions across our diverse customer base. This role requires a strategic thinker with a hands-on approach to managing internal teams and external partners, ensuring compliance with credit policies, optimizing cash flow, and minimizing bad debt exposure.

 

Essential Functions

Own and Drive Overall Collections Strategy, including: Consumer accounts Small Business Enterprise clients Wholesale partners Multi-Dwelling Units (MDU) Manage External Collection Agency (OCA) Relationships, including performance oversight and contractual compliance. Lead In-House Collections Teams located in Hawaii and Cincinnati, ensuring alignment with company objectives and customer experience standards. Own and Maintain the Company Credit Policy, making recommendations for improvements based on risk trends and business needs. Oversee the Sale of Bad Debt to ensure compliance, maximize recoveries, and manage third-party relationships. Implement Process Enhancements to improve efficiency, reduce DSO (Days Sales Outstanding), and optimize collections performance. Lead Reporting & Analysis, providing actionable insights on collections performance, aging trends, and risk areas. Manage System & IT Issues related to collections processes and tools, partnering with IT as needed for system enhancements. Own Bankruptcy Handling, ensuring compliance with legal requirements and minimizing company exposure. Analyze and Interpret Write-Off & Aging Trends, identifying opportunities for process improvements and risk mitigation. Manage Payment Arrangements, working with customers to establish fair and effective solutions that support collections objectives. Measure and Track KPI's, providing regular updates to leadership on collections performance, efficiency, and risk exposure.

 

Experience

Bachelor's degree in Finance, Accounting, Business Administration, or related field required. Minimum 7 years of experience in Credit & Collections management, preferably in a multi-segment or telecommunications environment. Proven experience managing both in-house and outsourced collections operations. Strong understanding of credit policy, collections strategies, and regulatory requirements (including bankruptcy). Excellent analytical and reporting skills with proficiency in leveraging data to drive decision-making. Experience with collections systems and IT issue resolution. Strong leadership skills with the ability to motivate and develop teams. Excellent communication and negotiation skills.

 

Education

Four years of College resulting in a Bachelor's Degree or equivalent experience Bachelor's degree in finance, Accounting, Business Administration, or related field required

 

Special Knowledge, Skills, and Abilities

Proven experience managing both in-house and outsourced collections operations. Strong understanding of credit policy, collections strategies, and regulatory requirements (including bankruptcy). Excellent analytical and reporting skills with proficiency in leveraging data to drive decision-making. Experience with collection systems and IT issue resolution. Strong leadership skills with the ability to motivate and develop teams. Excellent communication and negotiation skills.

 

Supervisory Responsibility

Has 2 or More Full-Time Direct Reports