Supervisor, Credit & Collections

Provide day-to-day supervision of the Credit & Collections team and support the execution of collection strategies to minimize accounts receivable exposure. Oversee daily collection activities, store transfers, payment services processes, account reconciliations, and customer issue resolution. Partner with internal stakeholders and the Hyderabad support team to ensure accurate and timely processing of AR transactions. Monitor team performance, ensure adherence to established policies and procedures, and identify opportunities for process improvements.

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.
   

EDUCATION & EXPERIENCE QUALIFICATIONS

• 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).
   

REQUIRED KNOWLEDGE, SKILLS or ABILITIES

• 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.