Role Overview

We’re looking for a Collections Manager to own and drive the end-to-end collections function across B2C and B2B. Your top priority will be ensuring timely recovery of B2C subscription payments, while also managing B2B invoice collections and escalations. You will design and execute collections strategies, manage agent performance, and partner with customer support, finance, and commercial teams to balance recovery with customer experience.

This is a senior role requiring strong operational discipline, negotiation skills, and analytical thinking. You will be accountable for all collections KPIs — including recovery rates, delinquency, DSO, and customer retention — and for building scalable processes that protect Cinch’s revenue and assets.

Key Responsibilities

Collections Strategy & Execution

• Own recovery across all customer segments — with priority on B2C overdue subscriptions and secondary focus on B2B invoices.
• Define and execute collections workflows across automated reminders, outbound outreach, payment plans, and escalations.
• Segment customers by risk and value, tailoring strategies to maximize recovery while protecting long-term relationships.
• Implement collections tools, dashboards, and automation to scale efficiency.
• Negotiate directly with high-value or escalated accounts.

Customer & Business Partnership

• Balance firm recovery discipline with empathy to preserve the customer relationship where viable.
• Partner with Finance on cash flow forecasting, reconciliation, and risk reporting.
• Provide insights on delinquency drivers to Product and Growth teams, informing improvements in onboarding, billing, and comms.
• Collaborate with Legal on escalations and third-party collections where needed.

Team Leadership & Operations

• Build, train, and manage a high-performing collections team across B2C and B2B.
• Set clear targets (DSO, recovery %, churn mitigation) and run performance reviews.
• Standardize SOPs, call scripts, and QA processes.
• Drive continuous improvement in efficiency, compliance, and customer outcomes.

What We’re Looking For

• 6–10 years of experience in collections, credit control, or AR management, ideally covering both B2C and B2B.
• Track record of improving recovery rates and reducing delinquency.
• Strong negotiation skills and ability to handle sensitive conversations.
• Data-driven operator, able to design processes, track KPIs, and use insights to drive decisions.
• Experience with collections/CRM tools and automation.
• Leadership experience managing agents or team leads.
• Familiarity with Singapore/Malaysia collections practices is a plus.