Collections Manager

Role Purpose

The Collections Manager is responsible for overseeing the collections process end to end, managing our internal collections team, external debt collections agencies, processes, systems and strategies, enabling the smooth execution of all processes to ensure maximum customer satisfaction and service levels are met or exceeded.

To lead supervisors and team leaders onsite and remotely supporting the head of collections. Meet and exceed business objectives ensuring the consistent achievement of all financial and operational KPI's across the department.

Primary Responsibilities

• Responsible for the management and development of the collections teams ensuring KPIs are met and ensures compliance with all company policies and procedures
• Responsible for the external collections management
• Ensure that results are in line with the expected budget
• Develop and implement effective collections strategies and procedures
• Responsible for managing the debt sale process.
• Responsible for ensuring that the headcount and operating departmental costs are within budget and that costs are well controlled.
• Introduce/maintain high levels of process automation to reduce costs
• Work closely with the Risk Department to ensure the proper execution of the Company's strategies
• Line management responsibility for campaign Supervisor /Team Leads.
• Undertake formal performance reviews and 1:1 meetings with direct reports against KPI's.
• Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary.
• Ensure call monitoring is undertaken and reported monthly across representative sample of all transaction types and appropriate action taken to correct any shortfall.
• Management of any operations escalations relating to the Operational team's performance.
• Preparing, analyzing and presenting data as part of monthly performance reviews.
• Ensure forecasts and work schedules are accurately completed using relevant data information and scheduling tool.

Knowledge & Skills

Skills

• Strong leadership skills with ability to manage large groups of people.
• Strong verbal/written communication and facilitation skills.
• Strong interpersonal skills.
• Customer relationship management skills.
• Demonstrated ability to analyze processes, enact change, and think operationally and strategically to achieve business goals.
• Effective problem-solving skills.
• Change management.
• English and Spanish

Knowledge/Abilities

• Demonstrated knowledge of collections operations (at least 5 years of related experience).
• Demonstrated knowledge of technology industry and general business management.

Benefits

Private health and dental insurance.

Discounted gym membership.

Freedom to work from home two days a week.

Kitchen with free coffee and fruit each Monday, Wednesday and Friday and snacks.

Team building activities and work in an international and passionate environment.

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