Collections & Credit Supervisor

Job Title

Collections & Credit Supervisor

Department: Shared Services - Finance
Reports To: Director of Shared Services
Location: On-site - IPS Corporate Headquarters, Greenville, SC
Travel Requirement: Approximately 25% (Florida and North Carolina service centers)

The Collections & Credit Supervisor is a senior operational leader within IPS Shared Services, responsible for centralized collections and credit oversight to protect working capital, improve cash flow, and mitigate credit risk across the enterprise. In addition to supervising collections staff, this role has delegated authority for customer credit holds and releases within established IPS Delegation of Authority (DOA) thresholds and serves as the primary escalation owner for large, complex, and high-risk customer accounts.

This role requires strong on-site leadership at the Greenville Corporate Headquarters and regular travel to Florida and North Carolina service centers to drive standardization, accountability, and execution across regions.

• Leadership & Team Management
• Lead, coach, and develop Collections and Credit team members in alignment with IPS Core Fundamentals and Shared Services standards.
• Establish clear expectations for productivity, professionalism, and compliance with IPS policies and controls.
• Conduct regular one-on-ones, performance reviews, and corrective action, including PIPs when necessary.
• Ensure consistent application of collections and credit processes across all supported locations.
• Collections Operations & Escalation Management
• Oversee daily collection activities to ensure timely follow-up, accurate customer communication, and consistent execution of collection strategies.
• Act as the primary escalation point for large-balance, high-risk, or strategically significant customer accounts.
• Partner with Sales, Operations, and Service Center leadership to resolve complex disputes, chronic delinquency, and payment issues.
• Approve and manage escalation strategies, including payment plans, structured resolutions, and executive involvement when required.
• Ensure unresolved issues are elevated appropriately to Shared Services leadership in accordance with IPS escalation protocols.
• Credit Authority:
  Holds, Releases & Risk Management
• Exercise delegated authority to place and release customer credit holds within IPS DOA guidelines.
• Evaluate customer exposure, payment history, and dispute status prior to approving credit releases.
• Recommend exceptions, extended terms, or exposure increases outside of authority limits to senior leadership with supporting analysis.
• Ensure credit holds and releases are communicated clearly to Sales and Operations to minimize business disruption while protecting IPS.
• Maintain complete, auditable documentation for all credit decisions.
• Credit Management & Policy Compliance
• Review and approve credit applications, credit limits, and terms in accordance with IPS credit policy and DOA.
• Perform credit risk assessments using financial statements, credit bureaus, and trade references.
• Monitor portfolio-level risk and proactively identify deteriorating accounts requiring intervention.
• Enforce consistent application of IPS credit standards across regions and customer segments.
• Reporting, KPIs & Internal Controls
• Own and report AR and credit KPIs, including DSO, % current, past-due balances, dispute aging, and high-risk exposure.
• Monitor and report on accounts on credit hold, including root cause, duration, and resolution status.
• Ensure compliance with IPS internal controls, audit requirements, and documentation standards.
• Partner with leadership on continuous improvement initiatives to reduce disputes, improve cash application, and accelerate collections.
• Cross-Functional & Regional Partnership
• Serve as the Shared Services point of escalation for Sales, Operations, and Service Center leadership related to credit risk and large accounts.
• Travel approximately 25% to Florida and North Carolina service centers to support alignment, training, and resolution of escalated matters.
• Participate in cross-functional meetings to address systemic AR, billing, or customer issues.
• Support IPS initiatives related to…