Senior Manager, Global Accounts Receivable

About the role

Provide directional leadership to the Franchise Revenue department. Ensure the department is adequately resourced and structured, and that policies are designed to support the changing business environment. Lead and facilitate collection-related project teams, provide collection information and technical expertise to stakeholders, and manage relationships with multiple internal and external partners. Deliver excellent customer service to franchise customers while minimizing accounts receivable exposure through timely collection of receivables following a defined strategy. Identify and implement policy and procedural improvements, drive process improvements, manage all subledger activity, and ensure accuracy and timely resolution of exceptions.

This position is based in our Atlanta Global Support Center with an expectation to be onsite 4 days per week.

Responsibilities

• Establish and align departmental priorities and set direction for the work group.
• Manage all risks, closely monitor and manage process controls and dependencies.
• Lead team members with day-to-day direction regarding the collection of delinquent accounts, timely processing of store transfers, and other department initiatives including payments services and loyalty programs.
• Advise and coach staff on best practices and monitor execution using KPI reporting.
• Monitor staff performance to ensure work is correct and on time.
• Serve as a hands-on leader and coach, working closely with management at the Hyderabad office to oversee daily activity including billing, cash application, credit and unapplied cash management, and other billing activities.
• Regularly meet with the Hyderabad team to discuss best practices and monitor activities.
• Provide expertise to cross-functional teams and lead or participate in departmental projects for process improvements and automation.
• Resolve customer issues by providing timely and accurate responses to inquiries, problem-solving, research, and communicating with stakeholders about account and aging issues.
• Ensure AR activity and estimates are properly reflected in the general ledger (Oracle Cloud).
• Collaborate on the development of franchisee workout plans and distribution of demand notices in conjunction with franchise field representatives and legal counsel.
• Drive reduction of delinquent AR and unapplied cash balances.
• Oversee collector portfolios, aging reviews, dispute resolution, and escalation processes.
• Ensure accurate and timely processing of store transfers and Payment Services transactions.
• Partner with Operations, Legal, Finance, Treasury, and Franchise Business Consultants.
• Establish KPIs, SLAs, and performance dashboards for collections effectiveness.
• Support audits, SOX controls, policy governance, and compliance requirements.
• Lead process improvement and automation initiatives, including ServiceNow and ERP enhancements.
• Develop talent through coaching, succession planning, and performance management.
• Present AR risk, collections performance, and cash flow insights to senior leadership.
• Other duties as assigned by the AR Director or Sr. Director, including ad hoc tasks for Franchise revenue.

Requirements

• 4-year degree in Accounting or related field required.
• 10+ years of progressive AR and collections experience with at least 5 years of management supervision.

Skills

• Ability to lead, coach, and mentor staff via formal and informal performance management.
• Strong conflict resolution, customer service, interpersonal, and verbal/written communication skills.
• Strong problem-solving skills with the ability to manage multiple projects/tasks and meet deadlines.
• Ability to work effectively in a high-volume, fast-paced environment.
• Hands-on experience with ERP Systems (Oracle preferred) and proficiency in Microsoft Excel and Word.
• Aptitude for learning new systems.

Direct Reports

At least 2.