Accounts Receivable Collections Manager

Job Responsibilities

• Lead, coach, and develop a team of and collection specialists to ensure daily and monthly deliverables are completed accurately and timely within established service levels.
• Maintain staffing coverage and contingency plans to ensure on-time service delivery during periods of unexpected absences or transitions.
• Support hiring, onboarding, performance evaluations, and personnel actions including promotions, disciplinary measures, and terminations.
• Foster a culture of service excellence, accountability, and continuous improvement.

Operational Oversight

• Oversee end-to-end AR collection operations, ensuring operational consistency across teams and markets.
• Establish and enforce standardized processes for onboarding and offboarding.
• Monitor operational performance, identify inefficiencies, and implement process improvements to enhance accuracy, timeliness, and automation.
• Ensure appropriate controls, reviews, and exception management processes are in place for all collections activities.

Collections Oversight

• Oversee collections activities in accordance with governing documents and SOPs.
• Review and enhance collection workflows, delinquency notices, attorney engagement processes, and escalation thresholds.
• Ensure standardization and accuracy of attorney reporting, dashboards, and collection tracking.

Accounts Receivable Support & Inquiry Management

• Establish and oversee AR collection inquiry management processes, ensuring consistent service levels, response times, and resolution quality across teams.
• Manage high-level escalations, identifying root causes and implementing both immediate and long-term corrective actions.
• Partner cross-functionally to improve customer experience, streamline inquiry workflows, and reduce repeat issues.
• Monitor inquiry trends and drive enhancements to systems, training, and processes to improve resolution efficiency.

Compliance & Internal Controls

• Ensure all AR collections activities are in accordance with company policies, and applicable statutory requirements.
• Enforce appropriate segregation of duties and supervisory review procedures for all transactions.
• Maintain awareness of regulatory changes and communicate updates to team; direct training as required.
• Oversee accurate reconciliation and supervisory review of system postings, payments, and invoices.
• Conduct comprehensive reviews of client collection policies and procedures to ensure consistent and accurate application of governing guidelines.

Performance Management & Process Improvement

• Manage and monitor metrics to drive SLAs ensuring efficiency, productivity, accuracy, and customer service targets are met.
• Develop and maintain Standard Operating Procedures to drive uniformity, consistency, and accountability.
• Identify process gaps and implement improvements to enhance accuracy, timeliness, and scalability.
• Ensure deadlines and SLA targets are consistently met, prioritize and delegate workload as needed.
• Report on team performance, transaction volumes, and SLA results to senior leadership.

Cross-Functional Partnerships & Escalations

• Establish proactive partnerships with Property Management, Community Managers, Client Reporting, and Client Relations teams.
• Collaborate with legal partners and internal departments to resolve complex AR collections matters.
• Develop and maintain strong relationships with third-party vendors to ensure proper coordination between systems.