Senior Manager, Billing & Collections

Location: Toronto, ON, in-office

Reports to: VP, Customer Operations

About the Role

We are seeking a high-energy, experienced Senior Manager, Billing & Collections to lead and scale a high-volume collections operation. This role will oversee a team of up to 30 collection agents and play a critical role in shaping collection strategy, improving processes, and driving performance—while always operating with integrity and in full compliance with internal policies and external regulations.

This role requires a strong people leader and strategic thinker who collaborates closely with other department leaders to improve overall customer experience, operational efficiency, and business outcomes.

Key Responsibilities

Leadership & Team Development

• Lead, coach, and develop a team of up to 30 billing and collections agents
• Hire, onboard, and train high-performing talent to build a strong, results-driven team.
• Foster a performance-driven, ethical, and customer-respectful culture
• Inspire, and motivate the team to consistently exceed targets while adhering to all compliance requirements.

Collections Strategy & Execution

• Develop and execute effective collection strategies in partnership with senior leadership
• Allocate resources strategically to maximize recovery and efficiency
• Oversee day-to-day collections activity across a high volume of accounts
• Monitor key performance indicators (KPIs), targets, and trends, adjusting strategies as needed to achieve objectives

Cross-Functional Collaboration & Customer Experience

• Partner closely with department leaders across Customer Experience, Operations, Sales, Finance, and Technology
• Align collections practices with broader customer experience and business objectives
• Identify upstream opportunities to reduce delinquency through process improvements, communication, and policy enhancements
• Balance revenue recovery with a fair, transparent, and customer-centric approach

Process Improvement & Technology

• Assess current billing and collections processes and identify opportunities to uncover inefficiencies and and implement processes that enhance overall performance
• Collaborate cross-functionally to implement technology, automation, and system improvements
• Establish scalable, repeatable processes to support growth and consistency

Compliance & Risk Management

• Ensure all collection activities comply with internal policies, regulatory requirements, and industry best practices
• Maintain high standards of integrity, professionalism, and transparency

Data & Reporting

• Leverage Excel and reporting tools to analyze performance, trends, and risks
• Provide clear, actionable insights and recommendations to senior executives
• Support forecasting and strategic decision-making through data-driven analysis

What You Bring

• Bachelor's Degree in Business or another related discipline.
• Minimum 5+ years of experience in billing and collections leadership or a similar role
• Proven experience managing large, high-volume portfolios
• Demonstrated success leading, coaching, and developing teams
• Strong strategic mindset with the ability to see the “big picture” while executing tactically
• Strong proficiency with MS Software (e.g. Excel) and data analysis
• Experience partnering with senior leaders and department heads to drive shared outcomes
• Strong understanding of compliance, regulatory requirements, and ethical collections practices

Who You Are

• A confident, high-integrity leader who leads by example
• Highly collaborative and comfortable influencing without authority
• Process-driven, organized, and continuously improvement-minded
• Comfortable with targets, accountability, and performance management
• Energized by improving both financial performance and customer experience

All candidates will be considered, however only qualified candidates will be contacted. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are committed to accommodating applicants with disabilities throughout the hiring process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Our HR Team will work with applicants requesting accommodations at any stage of the hiring process.