Director, Billing & Collections Strategy and Operations

Xplore Inc•Markham, ON

About The Position

Xplore Inc. is seeking an accomplished Director, Billing & Collections Strategy and Operations to lead and oversee the organization’s end-to-end billing and collections functions. This senior leadership role is responsible for ensuring accurate and timely billing, strong internal controls, zero revenue leakage, and effective credit and collections strategies that optimize cash flow while preserving a high-quality customer experience. Reporting to VP, Customer Operational Excellence & Enablement, this role will provide strategic direction and operational leadership across billing operations, revenue assurance, credit, and collections. The role requires close partnership with Finance, IT, Customer Operations, Product, and Compliance teams to ensure alignment with enterprise objectives and regulatory requirements. The successful candidate will drive continuous improvement, modernize processes and controls, and build scalable capabilities to support long-term business growth.

Requirements

Experience leading billing or finance transformation initiatives
Familiarity with telecom billing platforms and CRM systems
Background in regulated environments
CPA, MBA, or related professional designation
Strategic thinker with the ability to balance risk, financial outcomes, and customer experience.
Results‑driven leader with strong execution and change‑management skills.
Collaborative influencer capable of aligning diverse stakeholders across the enterprise.
Customer‑centric mindset grounded in fairness, transparency, and trust.
Clear, confident communicator at executive and operational levels.
Successful completion of a Criminal Background Check.

Responsibilities

Provide end‑to‑end leadership for Billing, Credit, and Collections operations, ensuring accuracy, timeliness, and compliance across all customer segments and products.
Define and execute strategies that protect revenue integrity, optimize cash flow, and support positive customer financial experiences.
Establish enterprise governance over billing and collections policies, standards, and controls to ensure consistency and scalability.
Own revenue assurance outcomes, including prevention of revenue leakage, billing accuracy, reconciliations, and audit readiness.
Monitor revenue streams across order capture, provisioning, rating, billing, and collections.
Partner with Finance to strengthen internal controls, support financial close processes, and enable transparent revenue reporting.
Partner with Technology teams to implement automated checks, reconciliations, and exception reporting.
Proactively identify risks, anomalies, and systemic issues affecting revenue, recommending corrective actions.
Develop and oversee credit risk management frameworks, including credit policies, eligibility criteria, deposits, exposure limits, and write‑off strategies.
Lead collections strategy design and execution, balancing recovery effectiveness with customer retention, fairness, and brand values.
Optimize collections treatments, segmentation, and channel strategies to improve performance and customer outcomes.
Oversee collections operations, including early-stage collections, delinquency management, write-offs, and recoveries.
Set policies for credit risk, payment plans, and treatment strategies across customer segments.
Drive improvements in Days Outstanding, delinquency rates, and bad debt.
Partner closely with Technology, Product, Customer Operations, Legal, Compliance, and Risk teams to align roadmaps, releases, and controls.
Act as a senior escalation point for complex billing, credit, or collections issues with material customer or financial impact.
Ensure billing readiness and risk assessment for new product launches, pricing changes, and promotional offers.
Present metrics, risks, and improvement plans to executive leadership.
Own requirements and prioritization for billing and collections systems and tools.
Leverage data, analytics, and automation to improve accuracy, efficiency, and customer outcomes.
Lead initiatives to modernize billing and collections processes through automation, analytics, and system enhancements.
Champion process simplification, standardization, and self‑service capabilities to improve efficiency and customer experience.
Support audits and regulatory reviews with transparent, well-documented controls.
Drive change management efforts to ensure successful adoption of new tools, policies, and ways of working.
Establish and monitor KPIs and dashboards related to billing accuracy, revenue leakage, delinquencies, DSO, bad debt, complaints, and recovery rates.
Provide regular executive‑level insights and recommendations to senior leaders, highlighting trends, risks, and improvement opportunities.
Build, mentor, and lead high‑performing teams, fostering a culture of accountability, collaboration, and continuous improvement.
Develop future leaders and ensure appropriate succession planning within billing and collections functions.