Collections Supervisor

POSITION SUMMARY:

The Collections Supervisor leads the day-to-day operations of the Accounts Receivable collections team across seven JAN-PRO commercial cleaning markets. This role is responsible for supervising a team of 5-6 AR Specialists, managing portfolio performance, ensuring timely resolution of past-due accounts, and maintaining billing portal compliance. The supervisor serves as the primary escalation point for collection disputes, coordinates cross-market coverage, and partners with the Manager of Collections & Liquidity Planning on KPI reporting, AR cleanup initiatives, and process improvement.

This is a hands-on supervisory role and the successful candidate must be willing to make collection calls, work accounts directly, and lead by example in addition to managing the team.

KEY RESPONSIBILITIES:

Team Leadership & Performance Management:

• Supervise 5-6 AR collectors handling $15M+ in receivables across 7 markets
• Conduct weekly one-on-one meetings with each collector to review portfolio progress
• Monitor individual and team KPIs: DSO, collection efficiency, past-due percentage, contact rate, promise-to-pay conversion, and clean account percentage
• Provide coaching, training, and development for collectors including new hire onboarding
• Manage cross-training assignments to ensure market coverage during absences
• Conduct performance reviews and address underperformance directly

Collections Operations

• Serve as the escalation point for complex collection issues, customer disputes, and high-balance accounts
• Review and approve write-off recommendations per company authorization thresholds
• Ensure all collection activity is documented in Sage Intacct with proper follow-up dates, notes, and reason codes
• Monitor the AR aging report daily and ensure no account sits untouched beyond 14 days
• Coordinate with Operations and Regional Directors on service-related disputes affecting collections

Portal & Billing Support

• Oversee portal invoice submission compliance across all customer portals (Coupa, Ariba, Oracle, Tipalti, Real Page, Service Channel, and others)
• Manage special billing situations including custom invoices, master billing, and late billers
• Support the monthly billing cycle as needed including billing log review, invoice verification, and error resolution
• Act as backup for the Manager on billing execution when required

Reporting & Process Improvement

• Contribute to weekly and monthly AR reporting for executive leadership
• Participate in the AR cleanup project, classify and resolve aged receivables using established reason codes
• Identify process gaps and recommend improvements to collection workflows, documentation standards, and team efficiency

REQUIRED QUALIFICATIONS

• 5+ years of accounts receivable or collections experience in a B2B commercial environment
• 2+ years of supervisory experience directly managing AR collectors or a collections team
• Experience with Sage Intacct strongly preferred; experience with other ERP systems (SAP, Oracle, NetSuite) considered
• Demonstrated ability to reduce DSO, improve collection efficiency, and manage team performance through KPIs
• Proficiency in Microsoft Excel including pivot tables, VLOOKUP, and data analysis
• Strong communication skills for customer-facing escalation calls and internal coordination with Operations and Finance leadership
• Experience in a multi-entity, multi-market environment preferred

PREFERRED QUALIFICATIONS

• Experience with customer billing portals (Coupa, Ariba, or similar)
• Background in commercial cleaning, facilities management, janitorial services, or franchise operations
• Experience in a private equity-backed or high-growth environment
• Familiarity with AR cleanup or remediation projects involving large volumes of aged receivables
• Knowledge of bankruptcy procedures as they relate to accounts receivable