Shared Services Operations Supervisor

The Shared Services Operations Supervisor is responsible for overseeing the day-to-day performance of the Shared Services team supporting a restoration company’s operations across Florida. This role manages the full back-office lifecycle including intake, job documentation, reporting, billing, and collections. The Supervisor leads, develops, and holds the team accountable to performance standards while ensuring accurate documentation, timely follow-up, and consistent communication with customers, adjusters, and internal stakeholders.

This role requires proven collections experience, strong leadership skills, and the ability to track, measure, and improve team performance through data, processes, and coaching.

• Supervise and support the Shared Services team responsible for intake, reporting, billing, and collections
• Hire, onboard, train, coach, and develop team members
• Conduct performance reviews, ongoing feedback, and corrective action conversations
• Address performance issues promptly and professionally, including disciplinary action and terminations when necessary
• Foster a culture of accountability, accuracy, and continuous improvement

• Oversee job intake accuracy and timely entry into systems
• Ensure proper documentation is collected, reviewed, and maintained for all jobs
• Monitor reporting workflows to ensure compliance with internal and external requirements
• Oversee billing accuracy and timeliness to reduce delays in invoicing
• Lead collections efforts, ensuring consistent follow-up with customers, carriers, and adjusters

• Apply proven collections strategies to improve cash flow and reduce aging AR
• Monitor collection activity including call volume, follow-ups, and resolution outcomes
• Escalate complex or high-risk accounts as needed
• Ensure all collection efforts are properly documented and compliant with company standards

• Track and report team performance metrics such as:
• Follow-up frequency
• Phone call activity and effectiveness
• Billing and collection timelines
• Identify workflow gaps and implement process improvements
• Create and maintain standard operating procedures (SOPs)
• Use data to coach team members and improve results

• Proven experience in billing and collections
  , preferably in restoration, construction, or insurance-related industries
• Prior supervisory or team leadership experience
  , including hiring, performance management, and disciplinary actions
• Strong understanding of process management, documentation standards, and performance tracking
• Experience managing high-volume phone and follow-up workflows
• Excellent communication and conflict-resolution skills
• Strong organizational skills with attention to detail
• Ability to work in a fast-paced, deadline-driven environment