Collections Supervisor

Role Purpose 

The Collections Supervisor is responsible for supporting the Collections Manager in the day-to-day leadership, coordination and performance of the Collections team while maintaining responsibility for a portfolio of client accounts. 

The role combines operational collections expertise with people leadership, ensuring that collection activities are delivered efficiently, professionally and in alignment with business objectives. Acting as a key link between team members, internal stakeholders and clients, the Collections Supervisor drives performance, promotes accountability and supports the continuous improvement of collections processes, systems and service delivery. 

The Collections Supervisor serves as a subject matter expert and escalation point for complex collection matters, helping to resolve issues that impact cash collection, aged receivables and client satisfaction. The role also plays an important part in developing team capability, supporting change initiatives and fostering a collaborative, inclusive and high-performing team environment. 

Key Responsibilities 

Client & Commercial Impact 

• Supervise the quality, accuracy and timeliness of collections activity across assigned portfolios. 

• Manage a portfolio of client accounts, driving proactive collection efforts to reduce aged debt and improve cash flow performance. 

• Build and maintain effective working relationships with Partners, Client Services, Billing, Finance teams and clients to support timely resolution of outstanding balances. 

• Support resolution of complex collection issues, payment disputes and client escalations through effective stakeholder engagement. 

• Monitor aged receivables, payment trends and collection performance to identify risks, opportunities and required actions. 

• Contribute to the achievement of team and departmental collection objectives through effective oversight and operational support. 

 Communication & Influence 

• Communicate priorities, expectations, updates and performance objectives clearly and effectively to team members. 

• Provide regular coaching, guidance and constructive feedback to support individual development and accountability. 

• Share operational insights, performance data and recommendations with management and key stakeholders. 

• Foster open communication, knowledge sharing and collaboration across the Collections function and wider Finance team. 

• Promote a culture of transparency, professionalism and customer-focused service. 

Collaboration & Personal Leadership 

• Support the Collections Manager with day-to-day team leadership, workload management and resource planning. 

• Mentor and coach team members to develop collections expertise, stakeholder management skills and professional confidence. 

• Promote collaboration across collections, billing, finance and client-facing teams to achieve shared objectives. 

• Encourage inclusive working practices and support a positive team culture built on trust, respect and accountability. 

• Lead by example through professionalism, integrity, resilience and strong personal ownership. 

Operational Excellence & Accountability 

• Allocate, monitor and review workloads to ensure service levels, performance expectations and collection priorities are achieved. 

• Monitor individual and team performance metrics, identifying trends and opportunities for improvement. 

• Ensure compliance with firm policies, procedures, financial controls and data management requirements. 

• Maintain accurate records of collection activity, client communications, actions and outcomes. 

• Identify and implement process improvements that enhance efficiency, scalability, reporting and service quality. 

• Support operational projects, reporting initiatives and continuous improvement activities across the Collections function. 

Growth Mindset & Future Readiness 

• Champion continuous learning and development within the team. 

• Encourage the adoption of digital tools, automation opportunities and best practices that improve collections effectiveness. 

• Support change initiatives and process transformation projects within Finance. 

• Remain current on collections trends, systems enhancements and industry best practices. 

• Demonstrate adaptability and a continuous improvement mindset in response to evolving business needs.