Job Description
Director, Customer Experience and Credit & Collections
POSITION SUMMARY
The Manager of Credit & Collections will lead and oversee the operations and strategy of the Credit & Collections team, ensuring the organization meets its accounts receivable objectives while balancing customer satisfaction and regulatory compliance. This role focuses on driving operational excellence, implementing process improvements, and fostering a customer-centric approach to collections. The Manager will be responsible for monitoring performance metrics, coaching the team, and collaborating across departments to optimize outcomes.
KEY RESPONSIBILITIES
Strategic Oversight & Reporting:
Develop and monitor key performance indicators (KPIs) for collections, aging, recovery rates, and disconnection outcomes.
Leverage tools such as Power BI, Salesforce, or equivalent to generate strategic AR dashboards and actionable insights.
Present AR performance, aging trends, and risk analysis to senior leadership.
Process Improvement & Automation:
Lead initiatives to optimize workflows and automate manual processes to improve speed and accuracy.
Champion cross-functional projects with IT, Billing, Customer Care, and Finance to improve data quality, integration, and customer experience.
Lead, coach, and develop a team of Supervisors and Analysts to achieve department goals.
Foster a high-performance, growth-oriented team culture aligned with corporate values.
Conduct regular one-on-one coaching, performance evaluations, and succession planning.
Disconnection & Recovery Strategy:
Oversee the end-to-end disconnection and reconnection program, including reporting, exception handling, and vendor performance.
Implement proactive strategies to reduce disconnections and recover balances in alignment with regulatory frameworks.
Customer Experience & Escalation Management:
Design empathetic collection approaches that balance business recovery with customer retention.
Resolve complex escalations in coordination with Legal, Client Management, or Sales where necessary.
Vendor, Legal & External Partnerships:
Manage relationships with external collection agencies, legal recovery partners, and technology vendors.
Develop and execute benchmarking, champion-challenger models, and vendor scorecards to drive performance.
Compliance & Regulatory Alignment:
Ensure strict adherence to OEB regulations, the USMP Code, and Wyse’s internal policies.
Conduct audits and develop controls to mitigate risk across collection activities.
Training & Development:
Oversee the development of SOPs, team training materials, and onboarding programs.
Identify and support team development and leadership readiness opportunities.
REQUIRED EDUCATION & QUALIFICATIONS
Bachelor’s degree in business administration, finance, or a related field (or equivalent experience).
Minimum 5 years of progressive experience in Credit & Collections, including 2+ years in a leadership capacity.
Demonstrated experience managing AR strategy, disconnection programs, and high-performing teams.
Proficient in ERP systems, CRM software, and analytics platforms (e.g., Excel, Salesforce, Power BI).
Proven ability to drive continuous improvement and implement technology solutions.
OTHER COMPETENCIES
Strategic Leadership: Able to balance operational detail with forward-thinking strategy.
Analytical: Ability to analyze trends, generate insights, and act on findings.
Cross-Functional Influence: Builds trusted partnerships across departments and external vendors.
Customer-Centric Mindset: Advocates for respectful collections practices that foster long-term relationships.
Communication Excellence: Communicates complex ideas clearly and confidently to all levels of the organization.
DIRECT REPORTS
Supervisor, Credit & Collections
Credit and Collections Analysts
WORKING CONDITIONS
Manual dexterity required to use desktop computer and peripherals.
Overtime as required.
Wyse welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
All applicants must be legally eligible to work in Canada and our company. The Company does not provide immigration sponsorship or assistance with work authorization. Proof of eligibility to work in Canada and our company will be required upon hire.
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