Senior Manager, Global Credit & Collections

Overview

This role serves as the day-to-day operational owner and subject matter expert (SME) for the Credit & Collections “tower.” The position is responsible for executing global credit and collections processes, managing customer credit risk, enforcing credit policies and controls, and driving cash collection performance.

Reporting to the Global Delivery Leader, Order to Cash (OTC), the Senior Manager leads global credit and collections operations and ensures consistent execution of established credit and collections standards across regions. The role translates OTC leadership’s strategy and objectives into operational execution, driving adoption of global processes, controls, technologies, and best practices while delivering measurable business outcomes.

The role partners with Order Management & Billing and Dispute Resolution & Cash Application leaders to resolve payment barriers, improve customer outcomes, reduce credit risk, and support enterprise cash generation objectives.

Responsibilities

Credit & Collections Operations

• Own day-to-day execution of global Credit & Collections operations.
• Serve as the primary SME for credit processes, collections procedures, account prioritization, delinquency management, and customer credit risk management.
• Execute the global Credit & Collections strategy, operating model, and priorities established by OTC leadership.
• Drive collection activity across customer portfolios to achieve cash collection, past due reduction, DSO, and working capital objectives.
• Lead collection efforts for complex, strategic, and high-risk customer accounts.
• Oversee customer credit reviews, credit limit maintenance, financial risk assessments, and execution of approved credit processes.
• Monitor customer credit exposure and recommend actions to mitigate financial risk and bad debt exposure.
• Establish operational routines and escalation paths to address aged receivables, collection barriers, and high-risk accounts.
• Drive accountability for collection performance through metrics, reporting, portfolio reviews, and operational governance.

Transformation & Continuous Improvement

• Execute transformation initiatives within the Credit & Collections tower in alignment with the OTC roadmap established by leadership.
• Drive adoption of standardized global processes, controls, and best practices across regions.
• Lead process improvement, automation, and operational excellence initiatives that improve productivity, cash flow performance, compliance, and customer experience.
• Identify opportunities to simplify, standardize, and optimize credit and collections activities.
• Support implementation of future-state operating models, organizational changes, and continuous improvement initiatives.
• Drive business adoption of new processes, technologies, and ways of working.

Technology & Systems

• Serve as the Credit & Collections business lead and SME for system implementations and technology initiatives.
• Lead business requirements, process validation, testing, deployment, stabilization, and user adoption activities for Credit & Collections-related technology solutions.
• Support ERP implementations, workflow solutions, automation initiatives, and digital transformation programs impacting the tower.
• Partner with Digital and IT teams to ensure technology solutions support business, operational, and compliance requirements.
• Identify opportunities to leverage technology, analytics, automation, and AI capabilities to improve collections effectiveness and operational efficiency.

Governance, Risk & Compliance

• Ensure compliance with established credit policies, financial controls, company procedures, and governance requirements.
• Maintain strong internal controls and SOX compliance across Credit & Collections operations.
• Act as the first line of defense for operational, compliance, and control risks within the tower.
• Maintain process documentation, standard operating procedures, and audit support materials.
• Support internal and external audits, control testing activities, and remediation efforts.
• Partner with Controllership, Internal Audit, Compliance, and Risk Management teams to address findings and strengthen control execution.

Leadership

• Lead global teams, including captive operations and BPO partners.
• Establish clear performance expectations and accountability for operational results.
• Develop team capabilities, technical expertise, and leadership effectiveness.
• Provide coaching, mentoring, and development opportunities to support employee growth and succession planning.
• Foster a culture of accountability, customer focus, continuous improvement, compliance, and operational excellence.
• Translate OTC leadership priorities into measurable operational execution and business results.

Qualifications

• Bachelor’s degree in Accounting, Finance, Business Administration, or related field.
• 8+ years of experience in Credit, Collections, Accounts Receivable, or Order-to-Cash (OTC).
• 5+ years of leadership experience managing global teams and/or outsourced service providers.
• Strong experience with credit risk management, collections operations, bad debt mitigation, and working capital optimization.
• Strong understanding of customer financial analysis, credit review processes, and collections management.
• Experience driving collections performance, DSO reduction, past due reduction, and cash flow improvement initiatives.
• Strong internal controls, SOX compliance, governance, and audit support experience.
• Experience leading process improvement, standardization, and operational excellence initiatives.
• Hands-on experience supporting or leading system implementations, technology deployments, and business transformation initiatives.
• Experience managing global captive operations and BPO partners.
• Experience developing operational metrics, reporting, governance routines, and performance management processes.
• Strong stakeholder management, problem-solving, communication, and change management skills.
• Willing to travel up to 10%.

Preferred Qualifications

• CPA, public accounting, and/or audit background.
• ERP experience, including SAP and Oracle.
• Credit certification (CBA, CBF, CBFP, CCE, or equivalent).
• Experience with global credit and collections technology platforms.
• Experience supporting finance transformation, shared services, or global business services initiatives.
• Experience with automation, AI, workflow technologies, and analytics solutions within Credit & Collections processes.
• Experience working within a Global Business Services (GBS) or Shared Services organization.
• Lean Six Sigma, PMP, Prosci, or other process improvement or change management certification.

Compensation & Benefits

• Annual base salary range: $140,000 to $160,000.
• Actual compensation will depend on factors such as qualifications, skills, competencies, geographic location, and relevant experience.
• Additional components beyond base salary may be offered (such as incentive opportunities or other forms of variable compensation), and details will be discussed during the interview process and governed by applicable plan documents.

Benefits include:

• Health, Dental, and Vision Insurance
• Life Insurance
• Critical illness, Accident, and Hospital Indemnity Insurance
• 401(k) Savings Plan
• Health Savings Account
• Leave of Absence Benefits
• Paid Time Off

Location

• Remote
• Application window is expected to close October 6, 2026.