Sr. Team Leader, Receivables Support Operations

About the Team/Role

The Senior Team Lead, Receivables Support Operations, drives operational excellence and leads a high-performing team responsible for the NAF Admin, OTR Admin, and Direct Debit functions. Reporting to the Senior Manager, this role ensures consistent execution of processes, fosters team development, manages escalations, and identifies opportunities for process improvement to maximize efficiency, client/partner satisfaction, and overall business objectives.

How you'll make an impact

Team Oversight / Receivables Support

• Supervise daily operations of the NAF Admin, OTR Admin, and Direct Debit teams.

• Ensure timely and accurate processing of tasks in alignment with company policies and regulatory requirements.

• Monitor team compliance with operational procedures, internal controls, and applicable regulations.

• Identify operational risks and escalate issues to the manager as appropriate.

• Serve as the primary point of contact for escalations and critical client/partner issues.

Operations Management

• Track team performance metrics and ensure alignment with departmental goals and service level expectations.

• Manage workload distribution, schedules, and resource allocation across teams.

• Identify opportunities for process improvement and recommend solutions to the manager.

• Lead implementation of workflow enhancements and operational efficiencies.

• Collaborate with cross-functional teams to streamline processes and support departmental initiatives.

• Maintain and monitor KPIs and metrics to ensure service quality and operational effectiveness.

• Ensure adherence to operational controls, compliance requirements, and internal policies.

• Maintain accurate records and documentation to support audits and regulatory standards.

• Support cross-functional collaboration to ensure smooth operations.

• Proactively identify and embrace opportunities to integrate AI and automation technologies into operational processes. This includes initiatives to drive scale, reduce reliance on manual processes, and mitigate operational risks.

Leadership & People Management

• Lead, mentor, and coach team members to ensure high performance and engagement.

• Conduct performance reviews, provide regular feedback, and support performance management processes.

• Identify skill gaps and develop strategies to build operational bench strength and succession planning.

• Support onboarding and training for new team members, including process documentation and knowledge transfer.

• Promote a positive team culture emphasizing accountability, collaboration, and continuous improvement.

Process Improvement & Project Management

• Identify opportunities to increase productivity, reduce errors, and enhance service delivery.

• Lead small projects or initiatives to support departmental and organizational objectives.

• Develop, maintain, and enforce operational documentation, procedures, and best practices.

• Analyze operational data to identify trends, gaps, and opportunities for improvement.

• Prepare and present reports on performance metrics, operational effectiveness, and compliance adherence.

These statements are intended to describe the general nature and level of work being performed rather than give an exhaustive list of all duties and responsibilities.

Experience you'll bring 

• Bachelor’s degree in Accounting, Finance, Business, or equivalent work experience.

• 3-5 years of experience in accounts receivable, receivables support, or complex operational functions, including 1-2 years in a leadership or supervisory role.

• Strong analytical, problem-solving, and critical thinking skills.

• Knowledge of direct debit processes, payment plan administration, and collections operations.

• Familiarity with applicable regulatory requirements and internal controls.

• Strong communication and interpersonal skills, able to influence and collaborate across levels of the organization.

• Proficiency in Google Suite, including data analysis and reporting tools.

• Ability to manage multiple priorities in a fast-paced environment and adapt to change.

• Must successfully pass a background investigation.

• Experience managing client/partner escalations and improving operational processes.

• Exposure to bankruptcy administration, chargeoff management, or third-party collections processes.

• Proficiency in leveraging technology and automation to improve team efficiency.

• Understanding of compliance requirements and operational risk management.