Mergers and acquisitions often bring uncertainty – especially for specialist teams like collections, where operational disruption and shifting performance metrics can cause anxiety. These teams are often responsible for safeguarding a company’s cash flow, yet in times of organisational change, they’re rarely front and centre in retention strategies.

At ThinkGlobal HR, we support businesses through mergers by helping them retain critical talent, including frontline teams like credit control and collections. With the right approach, you can keep your collections team engaged, stable, and high-performing – even amid restructuring.

Quick Tips

• Communicate early, often, and with specificity about role continuity

• Recognise and reinforce the value of the collections function post-merger

• Offer retention bonuses or phased incentives to reduce attrition

• Protect team culture through manager support and peer connection

• Align performance metrics with the new business priorities and tools

Acknowledge the Emotional Impact of Change Collections professionals often rely on strong internal and external relationships to succeed. When a merger disrupts processes, systems, and leadership structures, it can feel like the ground is shifting beneath them.

The first retention step is to acknowledge this impact. Leaders should speak directly to collections teams about the value of their work in the new structure. Be clear about what will change, what won’t, and how decisions will be made. Provide a consistent point of contact and make space for concerns – including anonymous feedback loops.

When a global manufacturing client acquired a competitor, we supported them in hosting a dedicated session for the collections and credit teams. Instead of vague reassurances, they were shown how their roles mapped onto the new business strategy. Morale lifted almost immediately.

Protect Operational Continuity Through Clarity and Structure Post-merger, confusion around processes, systems access, or authority levels can seriously affect collections performance. To prevent talent loss and cash flow disruption:

• Map new escalation and approval processes early

• Provide system integration training with tailored support

• Appoint temporary integration leads from within the team

• 
  

We worked with a financial services provider where confusion over who had final authority on disputes caused DSO (Days Sales Outstanding) to spike. By clarifying the new hierarchy and empowering key team members with decision rights, collections quickly stabilised.

Offer Targeted Retention Incentives Collections teams are often performance-driven, so consider financial or development-based incentives that reward stability through transition. Options include:

• Retention bonuses tied to critical periods (e.g. 6 or 12 months)

• Access to development pathways in the new structure

• Clear progression plans or special project opportunities

In one case, a client offered collections staff a phased retention bonus linked to DSO performance and transition milestones. Combined with weekly check-ins and leadership visibility, turnover reduced by 40% compared to previous integrations.

Focus on Culture and Belonging Retention isn’t just about pay – it’s about connection. Collections teams often have strong microcultures, and mergers can dilute or displace them. 

Leaders should:

• Reinforce team rituals or communication forums

• Celebrate quick wins and customer successes

• Involve collections in cross-functional planning sessions

Belonging boosts retention. When people feel valued for their contributions – not just their job title – they’re more likely to stay.

Final Thoughts 

Collections teams are unsung heroes in any business. In times of merger, their role becomes even more vital – not just for financial outcomes, but for continuity and culture. By supporting them early and clearly, businesses can retain both talent and trust.

What’s next for your global people strategy? 

Book a merger readiness or retention planning session with ThinkGlobal HR. We’ll help you identify your critical roles, co-design retention strategies, and keep your collections teams connected, focused, and prepared for the future.