CBTS serves enterprise and midmarket clients in all industries across the United States and Canada. CBTS combines deep technical expertise with a full suite of flexible technology solutions--including Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, CBTS delivers comprehensive technology solutions for its clients' transformative business initiatives. For more information, please visit www.cbts.com.

OnX is a leading technology solution provider that serves businesses, healthcare organizations, and government agencies across Canada. OnX combines deep technical expertise with a full suite of flexible technology solutions—including Generative AI, Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, OnX delivers comprehensive technology solutions for its clients’ transformative business initiatives. For more information, please visit www.onx.com.

Job Purpose:

We are seeking an experienced and driven Collections Manager to lead and scale our Shared Services Collections function for a $1.3 billion revenue organization. This critical role is responsible for overseeing all aspects of accounts receivable collections, including managing a team of collectors, optimizing cash flow, reducing aged receivables, and ensuring a positive customer experience.

The Manager will be responsible for documenting and standardizing collection processes, building out training documentation and courses, onboarding and developing new team members, and ensuring that workloads are effectively managed across the team for maximum efficiency and performance. This is both a leadership and hands-on role, requiring excellent communication, organization, and strategic thinking.

Essential Functions:

Team Leadership & People Development

• Lead, mentor, and develop the collections team to meet or exceed cash collection targets and DSO goals.
• Manage the onboarding process for new employees, ensuring structured and effective integration into the team.
• Design and deliver training materials, guides, and course content to support both new hire training and ongoing employee development.
• Continuously evaluate team capacity and balance workloads efficiently across team members.
• Promote a performance-driven culture with clear goals, feedback, and accountability.
• Serve as an escalation point for all issues encountered by Team Leads and analysts.

Collections Strategy & Execution

• Own and execute the collections strategy to maximize recovery and minimize bad debt write-offs.
• Establish clear processes and controls for customer outreach, dispute resolution, payment follow-up, and escalation procedures.
• Collaborate with Sales, Billing, and Customer Success teams to ensure resolution of billing issues that impact collections.
• Ensure the team maintains high-quality customer interactions, balancing assertive follow-up with a commitment to customer satisfaction.

Process Documentation & Standardization

• Lead the documentation of all current collections processes and procedures.
• Identify inefficiencies or inconsistencies in workflows and implement standardized, scalable practices.
• Maintain up-to-date documentation and SOPs to ensure process consistency and compliance.

Reporting & Analytics

• Develop and maintain dashboards and reports to monitor collection performance, aging, DSO, and other KPIs.
• Analyze trends and performance gaps to recommend process or strategy adjustments.
• Provide regular updates to finance leadership on collections status and team performance.

Compliance & Risk Management

• Ensure all collection activities comply with applicable laws, regulations, and company policies.
• Manage sensitive customer accounts with discretion and professionalism.
• Support external audits and internal compliance initiatives as needed.

Education:

·       Bachelor’s degree in commerce, finance, or a related field

Experience

·       7+ years of experience in collections or credit & collections, with at least 3 years in a leadership or management capacity.

·       Experience in a high-volume environment

·       Proven experience in documenting operational processes and creating training materials/courses.