The Collection Team Lead is a working leadership role responsible for managing an assigned portfolio of customer accounts while providing day-to-day leadership, coaching, and operational support to Collection Specialists within the region. The role is responsible for driving collections performance, reducing aged receivables, supporting dispute resolution, strengthening customer account management, and ensuring consistent execution of collection processes. The Collection Team Lead serves as the first point of escalation for collectors and supports the Collection Manager in achieving cash flow, working capital, and customer service objectives. The role aligns with the proposed East/West collections structure designed to improve accountability, coaching, and operational support across the collections function.

Reporting Relationship

Reports To: Eastern Canada Collection Manager or Western Canada Collection Manager.

Direct Reports: Collection Specialists assigned to the respective region.

Key Responsibilities

Team Leadership & Coaching

- Provide daily guidance, coaching, and support to Collection Specialists.
- Conduct regular portfolio reviews and collection strategy discussions.
- Monitor collector productivity, workload, and compliance with collection procedures.
- Assist with onboarding and training of new team members.
- Support performance management and development initiatives.
- Promote accountability, collaboration, and continuous improvement within the team.
- Act as the first point of escalation for collectors requiring assistance with customer accounts or collection issues.




- Manage an assigned portfolio of customer accounts and perform collection activities in accordance with company policies and procedures.
- Maintain responsibility for collecting overdue balances, securing payments, and reducing aged receivables within the assigned portfolio.
- Develop and execute collection strategies for complex, high-value, or high-risk accounts.
- Build and maintain robust customer relationships while balancing collection objectives and customer service requirements.
- Conduct account reviews and proactively identify collection risks.
- Ensure collection notes, promises to pay, disputes, and customer communications are documented accurately and timely.
- Lead by example by demonstrating best practices in collections, customer communication, and account management.
- Balance personal collection responsibilities with leadership and coaching responsibilities.

Collections Operations

- Support achievement of regional and company cash collection targets.
- Monitor aging trends and prioritize collection efforts to reduce delinquent balances.
- Review high-balance and high-risk customer accounts with collectors.
- Ensure timely customer follow-up and escalation of collection issues.
- Support implementation of collection initiatives, policies, and process improvements.




- Assist Collection Managers in executing strategic collection plans and working capital initiatives.
- Monitor dispute aging and ensure timely follow-up.
- Coordinate with Operations, Billing, Sales, and other departments to resolve customer disputes.
- Maintain oversight of dispute tracking and resolution activities.
- Ensure disputes do not remain unresolved beyond established timelines.
- Escalate material or aging disputes to the Collection Manager where appropriate. The proposed structure identifies dispute resolution as a key improvement area requiring greater accountability and management focus.

Credit & Customer Onboarding Support

- Assist with customer credit reviews and credit limit recommendations.
- Support collection and review of vendor and trade references.
- Participate in customer onboarding reviews and risk assessments.
- Ensure compliance with credit policies, approval authorities, and documentation requirements.
- Support continuous improvement of credit review and onboarding processes. The proposed structure specifically calls for stronger ownership of credit reviews and customer onboarding activities.

Reporting & Performance Management

- Review collector scorecards and collection performance metrics.
- Monitor cash collections, aging trends, dispute aging, and collection effectiveness.
- Prepare weekly and monthly performance reporting as required.
- Identify performance challenges and recommend corrective actions.
- Provide feedback and recommendations to the Collection Manager on team performance and process improvements.

Key Performance Indicators (KPIs)

📌 Credit and Collections Team Lead (Mississauga)
🏢 Onyx-Fire Protection Services
📍 Mississauga