Collections Associate Manager – North America

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Abour the role

We are looking for an experienced Collections Associate Manager to lead Collections operations supporting the North American region.

In this role, you will be responsible for overseeing collections performance, leading a team of professionals and ensuring the effective management of accounts receivable while driving the achievement of collection targets and operational objectives.

The ideal candidate will bring a strong background in Collections, particularly within the North American market, combined with proven people management experience and the ability to work effectively with clients, customers and cross-functional stakeholders.

This is a hybrid position based in Heredia, Costa Rica.

Key Responsibilities

• Lead Collections operations supporting customers and stakeholders across the North American region.
• Manage and develop a team of at least 10 professionals, providing direction, coaching and ongoing performance support.
• Drive achievement of collection targets and ensure effective management of outstanding accounts receivable.
• Monitor operational performance, collection results, account aging and key service metrics.
• Provide guidance and support on complex collection cases, customer disputes and escalations.
• Ensure timely follow-up on outstanding balances, payment arrangements and customer commitments.
• Oversee account reconciliation activities and support the resolution of disputed receivables.
• Partner with key functions including Credit, Sales, Billing and Cash Application to address collection risks and resolve outstanding issues.
• Establish effective relationships with clients, customers and internal stakeholders to drive collection performance.
• Participate in client and operational reviews, providing visibility into performance, risks and key priorities.
• Identify opportunities to improve collections processes, operational efficiency and overall service delivery.
• Ensure adherence to established client policies, procedures and escalation processes.
• Support critical collection periods, including month-end, quarter-end and year-end activities.

The functional responsibilities above build on the original Collections JD, which includes collection targets, customer payment arrangements, AR reconciliation, dispute resolution and partnership with Credit, Sales, Billing and Cash Application.

Required Qualifications

• Bachelor’s degree in Business Administration, Finance, Accounting or a related field preferred.
• 5+ years of professional experience in Collections, Accounts Receivable or Order-to-Cash operations.
• Strong hands-on Collections experience supporting the North American region.
• Proven experience managing teams of at least 10 people.
• Advanced English proficiency, with strong verbal and written communication skills.
• Strong knowledge of Collections and Accounts Receivable processes, including aging management, account reconciliation, payment follow-up and dispute resolution.
• Experience managing operational performance, escalations and collection targets.
• Strong leadership and people management skills, with experience coaching and developing team members.
• Strong stakeholder management and client-facing communication skills.
• Ability to analyze operational information, identify risks and drive resolution of complex collection issues.
• Strong problem-solving, organizational and prioritization skills.
• Ability to work effectively in a fast-paced environment and manage competing priorities.
• Proficiency in Microsoft Office, particularly Excel.
• Experience working with ERP or financial systems.

Preferred Qualifications

• Experience within a multinational, shared services or BPO environment.
• Knowledge of end-to-end Order-to-Cash (O2C) processes.
• Experience with Oracle, SAP or similar ERP platforms.
• Experience identifying and implementing continuous improvement opportunities within Collections or Accounts Receivable operations.

Work Location

Heredia, Costa Rica – Hybrid work model

Availability to support business requirements associated with the North American region may be required.

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