Description:
About Genserve
Genserve is a multi-entity field service company serving commercial, industrial, and institutional customers across the United States through roughly a dozen branch locations and affiliated operating companies. We install, maintain, and service the equipment that keeps critical facilities running — standby generators, uninterruptible power systems, and electrical switchgear. This position sits in our corporate Order-to-Cash organization in Tampa, a function we are actively building out. If you want to inherit a finished collections process, this is not the place. If you want to help build one, it is.
About the Role
The Senior Manager, Collections owns cash collection and cash application end to end across all U.S. entities and branches — credit decisioning and customer onboarding through collection strategy, dispute resolution, cash application, and bad-debt management. This is a leadership role: it leads all collections activities across the company roughly, 8–12 staff across collections and cash application. Practice today varies by branch and is inconsistently documented, so the role is a build-and-standardize mandate, not a caretaker one. Collections performance is largely determined upstream, so a significant part of the job is influencing contracts, billing, service, and branch operations without authority over them. Much of it lands as concurrent cross-functional projects, so strong project management skill is a hard requirement. The Senior Manager also owns the AI and automation agenda for collections and cash application, including governance of where human verification is mandatory, and requires a high tolerance for ambiguity.
What You'll Do
Leadership of the Function
-
Lead and develop the Manager, Collections and the supervisory layer beneath; set objectives and hold them to outcomes.
-
Plan capacity and portfolio coverage across roughly 8–12 collections and cash application staff.
-
Own succession and bench strength for the collections and cash application organization.
Collections & Cash Application Ownership
-
Own the metrics: accountable for DSO, aging distribution, percent current, bad-debt expense, write-off rate, unapplied cash, and cash application timeliness as one connected set.
-
Own collection strategy: segment the portfolio, set contact cadence and escalation paths by risk and balance, and prioritize by value at risk rather than by queue order.
-
Standardize enterprise-wide: define one collections and cash application operating model across entities and branches; eliminate location-by-location variation.
-
Own cash application: drive same-day application, reduce unapplied and misapplied cash, and resolve remittance and short-pay exceptions at the root.
-
Manage third parties: govern collection agency and legal referral criteria, placement timing, and recovery performance.
Credit, Disputes & Escalation
-
Own dispute resolution end to end: route disputes to the owning function, drive them to closure against a clock, and report root cause back upstream.
-
Escalate systemic upstream failures — defective contract terms, late or inaccurate billing, unresolved service issues — with evidence rather than anecdote.
-
Arbitrate customer-level decisions: payment plans, settlements, write-offs, and service-stop recommendations within delegated authority.
Project & Transformation Management
-
Own the collections improvement portfolio: charter, sequence, and resource concurrent initiatives against capacity and business impact.
-
Deliver cross-functionally: coordinate sales, service, branch operations, IT, legal, and accounting to committed dates without authority over them.
-
Lead ERP work: serve as collections and cash application lead for ERP transition and integration (e.g., Sage-to-NetSuite migration).
-
Lead M&A integration: onboard acquired entities and their receivable portfolios onto the enterprise collections operating model.
-
Report honestly: maintain executive-level status; surface risk and slippage early with options rather than problems.
Data, Analytics & AI
-
Own the AI agenda: set the roadmap for AI and automation across collections and cash application; build the business case and partner with IT to deploy and scale.
-
Govern AI use: define standards for where AI output requires human review, preserve audit trail and control integrity, and ensure unverified AI output never reaches a customer or the ledger.
-
Build the analytics: design the collections reporting suite — aging, roll-rate, promise-to-pay performance, dispute aging, and cash forecast inputs — that explains why performance moves.
-
Measure return: quantify automation and AI investment against DSO, recovery rate, cost to collect, and bad-debt expense.
Controls & Stakeholders
-
Ensure collections, cash application, and write-off controls are audit-ready and consistent with internal control requirements.
-
Own the reserve input: support the allowance for credit losses with defensible portfolio analysis.
-
Present collections performance, portfolio risk, and cash forecast inputs to Finance leadership.
-
Serve as the senior collections point of contact for branch and sales leadership across the U.S.
What You'll Bring
-
Bachelor’s degree in Accounting, Finance, Business, or equivalent experience.
-
8+ years in collections, credit, accounts receivable, or finance operations, including 4+ years managing people and experience managing managers or team leads.
-
Demonstrated record of standardizing collections or AR practice across multiple sites, entities, or business units.
-
Depth in commercial collections and cash application, including credit decisioning, dispute resolution, and third-party placement.
-
Strong project management skills — required. Demonstrated ability to run multiple concurrent cross-functional initiatives to plan and to date, with formal planning, tracking, and stakeholder reporting.
-
Hands-on experience with at least one major ERP (Sage, NetSuite, or comparable); strong Excel and reporting ability.
-
Strong data and analytical skills — able to design the portfolio metric set and defend conclusions to executive leadership.
-
Working fluency with AI and automation in a finance context, including governance, verification, and control judgment.
-
High tolerance for ambiguity — able to establish structure, sequence, and priority in an undefined environment.
-
Strong influence and change-management skills; credible with executive, branch, and sales leadership.
Requirements:
- PMP, Lean / Six Sigma Black Belt, NACM CCE, or equivalent formal credential.
-
ERP implementation or migration leadership experience.
-
M&A integration leadership; shared-services or center-of-excellence build experience.
-
Experience deploying AI or automation across a collections or finance function at scale.
-
Multi-entity, multi-branch field service, equipment, or construction environment; mechanics lien and bond claim familiarity.
