Head of NA Collections

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.

Are you curious about being part of our growth stor y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

The Head of Collections for Customer Excellence North America is a senior leadership role responsible for overseeing and managing all aspects of the collections process, including accounts receivable, delinquent accounts, and bankruptcy proceedings. This role ensures that the company maintains a strong cash flow and minimizes financial losses while complying with all applicable legal and regulatory requirements.

The individual in this role will work closely with senior management to develop and implement strategies to effectively manage collections, reduce bad debt, and handle complex bankruptcy cases. The Head of Collections will also be responsible for leading a team of collections managers and their teams including: training, and fostering a culture of excellence in collections practices.

WHAT WE OFFER

Part of an ever-evolving global organization focused on transformation and innovation

A culture of belonging in which you are encouraged to use your voice

Global connectivity with 26,000+ colleagues across 60 countries

Total Rewards to support your career and wellbeing

KEY RESPONSIBILITIES:

1. Collection Strategy Development and Oversight:

Develop and implement effective collection strategies to optimize cash flow, reduce delinquencies, and improve collection rates across all customer accounts.

Identify areas of opportunity for process improvement and implement best practices to streamline the collections process.

Monitor collection performance, analyze trends, and report on key metrics to senior management regularly.

2. Bankruptcy Management:

Oversee all bankruptcy-related cases, including Chapter 7, Chapter 11, and Chapter 13 filings, and ensure the company complies with relevant bankruptcy laws and procedures.

Collaborate with legal teams, outside counsel, and financial advisors to develop strategies for handling claims, assets, and negotiations during bankruptcy proceedings.

Work closely with the accounting department to accurately account for bad debt provisions, write-offs, and recoveries related to bankruptcies.

3. Team Leadership and Development:

Lead, mentor, and manage the collections team, setting clear expectations and providing ongoing training and support to ensure high levels of performance and compliance.

Conduct regular performance reviews, provide constructive feedback, and create career development opportunities for team members.

Promote a positive and productive team environment that fosters collaboration, communication, and continuous improvement.

4. Account Review and Resolution:

Oversee the review of aged receivables, identify delinquent accounts, and establish tailored approaches for resolution.

Negotiate payment arrangements and settlements with customers, third-party debt collectors, and bankruptcy trustees.

Manage high-level or complex accounts, resolving disputes and coordinating with legal or external parties when necessary.

5. Legal and Regulatory Compliance:

Ensure that the collections process complies with all relevant laws and regulations, including the Fair Debt Collection Practices Act (FDCPA), bankruptcy laws, and industry-specific guidelines.

Work with legal teams to prepare and file claims in bankruptcy court when necessary and ensure timely submission of proofs of claim.

Stay informed of changes in bankruptcy laws and collections regulations and ensure the team adheres to any updates or changes.

6. Reporting and Analysis:

Provide regular updates to senior management on the status of collections, aged accounts, bankruptcy proceedings, and any significant issues.

Produce reports detailing collections progress, recovery rates, and aged receivables.

Analyze collections data to identify patterns, areas for improvement, and opportunities for greater operational efficiency.

7. Stakeholder Communication:

Act as the primary point of contact for senior management, legal teams, and external partners related to collections and bankruptcy matters.

Communicate with customers, ensuring that they understand the collections process and the consequences of non-payment or bankruptcy.

Collaborate with other departments (sales, finance, legal) to resolve issues that may impact collections efforts.

QUALIFICATIONS:

Education & Experience:

Bachelor’s degree in Finance, Accounting, Business Administration, or related field (required).

Master in Business preferred

10+ years of experience in collections, finance, or accounts receivable, with at least 5 years in a managerial or leadership role.

In-depth knowledge of bankruptcy laws and procedures (Chapter 7, Chapter 11, Chapter 13) and experience dealing with bankruptcy claims and filings.

Proven track record of managing complex collections cases, negotiating settlements, and improving collection rates.

SKILLS & COMPETENCIES:

Strong understanding of accounts receivable, collections processes, and credit risk management.

Expertise in bankruptcy law and practices, with a thorough understanding of creditor rights and the bankruptcy process.

Excellent leadership skills with the ability to motivate, coach, and develop teams.

Strong analytical skills with the ability to review data, identify trends, and develop actionable insights.

Exceptional negotiation and conflict resolution skills, with experience handling difficult or high-stakes collection cases.

Strong communication skills, both written and verbal, with the ability to interact with stakeholders at all levels.

Technical Skills:

Proficient in Google Applications (Gsheets, Google Docs, Google Slides) and collections software (e.g., Oracle).

Familiarity with bankruptcy filing systems and related tools.

Personal Attributes:

Detail-oriented, organized, and highly focused on accuracy.

Ability to manage high-pressure situations with a calm and solution-focused approach.

Proactive, with a strong sense of ownership and accountability.

High ethical standards and a commitment to maintaining the confidentiality of sensitive financial information.

Physical Demands:

Ability to work in an office setting and occasionally travel for meetings with legal teams, clients, or other stakeholders.

Ability to manage multiple priorities in a fast-paced environment.

Join us at the Mountain where culture and values are practiced and respected every day.

Category: Finance

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