Supervisor, Credit & Collections

About the role

Provide day-to-day supervision of the Credit & Collections team and support the execution of collection strategies to minimize accounts receivable exposure. This position sits within our Atlanta-based Global Support Center with an expectation to be onsite 4 days per week.

Responsibilities

• Supervise daily collection activities and ensure timely follow-up on delinquent franchise accounts.
• Provide guidance, coaching, and performance feedback to Accounts Receivable team members.
• Monitor collector workloads, portfolio assignments, and productivity metrics.
• Assist with oversight of store transfer processing, payment services transactions, and loyalty program support activities.
• Partner with Hyderabad-based team members to coordinate billing, cash application, unapplied cash, and related AR activities.
• Escalate significant collection concerns, franchisee payment issues, and process risks to AR leadership.
• Respond to franchisee and stakeholder inquiries and assist in resolving account discrepancies.
• Support development and execution of franchisee workout plans in partnership with Operations, Legal, and Finance.
• Review account reconciliations, aging reports, and exception reporting to ensure accuracy and timely resolution.
• Support month-end close activities, including subledger reviews and balance sheet reconciliation preparation.
• Monitor compliance with established controls, policies, and procedures.
• Participate in process improvement, automation, and system enhancement initiatives.
• Prepare operational reports and KPI metrics for management review.
• Other duties as assigned by the AR Senior Manager or Director/Senior Director.

Requirements

• Bachelor's degree in Accounting, Finance, Business, or related field.
• 5+ years of Accounts Receivable, collections, or related financial operations experience.
• 1-3 years of direct people leadership, lead, or supervisory experience.
• Experience with account reconciliations, cash applications, and customer account management.
• Proficiency in Microsoft Excel and ERP systems (Oracle preferred).

Skills

• Strong people leadership, coaching, and performance management skills.
• Excellent customer service and relationship management abilities.
• Strong analytical and problem-solving skills.
• Ability to manage competing priorities in a high-volume environment.
• Knowledge of collections practices, AR processes, and financial controls.
• Ability to interpret aging reports, identify collection risks, and recommend appropriate actions.
• Effective communication skills with internal and external stakeholders.
• Experience supporting process improvements and operational efficiencies.
• Working knowledge of SOX controls, audit requirements, and compliance standards.
• Ability to build collaborative partnerships across Operations, Legal, Finance, Treasury, and Franchise teams.

Direct Reports

This position has 2-4 direct reports.