Team Lead, Accounts Receivable

Reporting directly to the Senior Manager, the Team Lead, assumes full responsibility for the comprehensive management of large, complex accounts including accounts in the escalations phase, with a particular emphasis on business-to-business collections, account reconciliation, and collaborative engagement with both internal and external stakeholders. This individual will have exemplary verbal and written communication skills with the ability to engage and influence senior leaders.

The role of a Team Lead is pivotal in shaping both the strategic direction and operational effectiveness of the team. Beyond overseeing day-to-day collections on top key accounts and our escalations strategy, this position is responsible for driving initiatives that optimize cash flow, mitigate financial risk, and support organizational growth.

The ideal candidate will demonstrate meticulous attention to detail and sound judgment in navigating complex account scenarios, employing advanced negotiation and resolution strategies to secure payments while prioritizing customer retention and minimizing exposure to bad debt. The incumbent will be expected to prepare portfolio reports for management and actively participate in all escalation activities.

As a subject matter expert, the Team Lead will contribute to the development of standard operating procedures (SOPs) and participate in cross-functional departmental projects, including system migrations. The role also provides critical support to the Senior Manager, Accounts Receivable in the creation, documentation, and delivery of team-level training on new processes, systems, and policies.

Performance Management:

Demonstrate unwavering commitment to consistently achieving and exceeding monthly key performance indicators (KPIs) and cash collection targets, as established by the Senior Manager, Accounts Receivable. This includes the meticulous preparation, in-depth analysis, and timely submission of all required supporting reports, ensuring data integrity and actionable insights for leadership review.

Drive initiative-taking and innovative strategies for bad debt reduction by leveraging advanced data analytics for continuous process improvement. Actively monitor and address large at-risk accounts and ensure our escalation files are actioned in a timely manner. This also includes implementing targeted interventions to minimize financial exposure and optimize overall receivables performance. Maintain rigorous standards of accuracy, transparency, and accountability in all reporting and operational activities, ensuring full alignment with organizational objectives.

Cross-Functional Collaboration:

Drive efficient collaboration with internal partners to expedite the resolution of customer issues identified through direct engagement, fostering a culture of proactive problem-solving.

Process Improvement:

Design and implement innovative processes and solutions aimed at optimizing payment outcomes and reducing the organization’s exposure to bad debt. Develop and maintain comprehensive and technical knowledge of collection processes and systems and leverage it to create training resources, generate reports, identify issues, propose solutions and introduce process improvements. 

Operational Efficiency:

Demonstrate a thorough and strategic understanding of both upstream and downstream business functions to proactively resolve cross-functional disputes and drive the creation of customer-focused solutions. Play a key role in the continuous improvement of collection processes, with a strong emphasis on reducing manual interventions and optimizing overall team productivity. Provide hands-on leadership and expertise during the implementation of new systems, ensuring seamless transitions and robust support for all stakeholders involved.

Foster a culture of operational excellence by promoting best practices, knowledge sharing, and ongoing professional development within the team.

People Leadership:

Provide effective management and mentorship to a team of Escalations Enablement Specialists, ensuring high standards of performance and professional development. Monitor Team performance through recurring 1:1 connects, scheduled meetings, performance evaluation, reporting metrics and provide support to promote work-life balance, healthy member engagement and achievement of AR goals.