Supervisor, Collections US and Canada

About the role

The Supervisor, Collections for the Tulsa location plays a crucial role in the Americas (US & Canada), focusing on Accounts Receivable and Collections services. This position oversees the Tulsa SSC Disputes and Deductions Team, collaborates with Commercial and Customer Service teams, and manages multiple projects.

Responsibilities

• Supervise Tulsa SSC Disputes and Deductions Team
• Oversee and direct Accounts Receivable and Collections services for the US and Canada
• Ensure efficient operations and timely invoice payments
• Manage ongoing activities and deadlines
• Address escalated customer inquiries promptly
• Hire, train, and develop the team
• Create skill development plans
• Train new employees on policies and controls
• Maintain high customer service standards
• Set clear goals while managing a high-performing team
• Enable Accounts Receivable and Collections Strategy
• Collaborate with the Manager, Accounts Receivable and Collections, and Sr. Manager, Order to Cash
• Work with key business partners and report on monthly performance
• Identify issues and process improvements for Steering committee review
• Implement enhancements to streamline processes, including testing and communication to leadership
• Suggest adjustments to improve data quality and processing efficiency, including data import/export enhancements
• Monitor SLAs and Reporting
• Ensure adherence to Service Level Agreements, review performance reports, and track system or process issues, escalating them for timely resolution
• Complete weekly risk controls, conduct daily, weekly, and monthly compliance activities, support audits and remediation efforts, enforce SOX compliance, and assist with month-end and year-end close activities as needed
• Project Management
• Support the career development of employees in the Tulsa SSC Collections Team
• Assess training needs, coach for performance improvement, and facilitate additional assignments and rotations to deepen employees' understanding of Financial Operations processes
• Talent Culture
• Promote a talent culture that values superior talent, drives performance, coaches transparently, and builds strong teams globally
• Continuous improvement attitude to seek out and implement best practices, lead projects, and meet all deadlines

Requirements

• Advanced knowledge of Accounts Receivable and Collections, including at least two years of experience in the Customer to Cash value chain, Dispute Resolution, and Collections
• At least one year of supervisory experience
• Bachelor's degree in a business-related field
• Experience in a Global Shared Services environment (preferred)
• Proficiency in SAP, Salesforce, Microsoft Office, and new automation technologies