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Collections Manager

  • Location

    London

  • Discipline:

    Customer Contact

  • Job type:

    Permanent

  • Salary:

    £80,000 pa

  • Consultant:

    Natasha Copitch

  • Email:

    ncopitch@merje.com

  • Job ref:

    NC/16011

  • Published:

    8 days ago

My client is looking for a Collections Manager to oversee the business financial collection department. Supervising staff to ensure all money owed to the company is received correctly and in a timely fashion.

Responsibilities:

  • Managing the workload of the department, prioritising and delegating effectively to ensure workflows are executed to a high standard and within SLAs at all times.
  • Actively managing performance through daily call listening/observation, coaching, 1-2-1 reviews and annual appraisals, with the assistance of HR where necessary.
  • Managing the collections and recoveries teams to maximise cash collection and reduce debtor days.
  • Participates in hiring, ensure supplemental Quality Assurance (QA) and training programs are conducted for the team as needed and administer disciplinary actions in accordance with HR Policies.
  • Delivering against the firm’s objectives and KPIs – targeting a reduction in credit risk across the customer portfolio.
  • Lead a team which manages customers through the whole loan life cycle, focused on ensuring fair outcomes for customers.
  • Work with senior management to provide data regarding daily, weekly, monthly, quarterly, and yearly goals and results. Understand new trends, expectations, and information to communicate back to the team.
  • Ensuring compliance with the firm’s collections policies and procedures are adhered to.
  • Work with the Learning and Development Manager to specify training requirements at a service level and track the outcomes of the training as appropriate.
  • Ensuring the reduction of customer complaint volumes within Collections & Recoveries.
  • Conduct calibration sessions with QA to understand and address quality trends and to ensure that the team sustains high performance.
  • Ensuring adherence to business continuity planning requirements.

Skills & Experience:

  • Excellent organisational skills Skill in focusing on desired results, prioritisation, clarifying next steps, and delegating effectively to meet deadlines, and achieve desired results.
  • Excellent communication skills and the ability to develop strong working relationships at all levels, both internally and externally.
  • Experience of implementing collections strategy and taking a lead in translating strategy into working plans and actions.
  • Excellent people manager with a track record of motivating teams and individuals to perform to a high standard and work towards a common goal.
  • Organisational skills and the ability to understand detailed information.
  • Numeracy skills, with strong IT skills
  • A proven track record of ‘making a difference’
  •  Experience of dialler technology
  • A sound working knowledge of relevant regulation (FCA, OFCOM and ICO) with the ability to apply principles to all daily activities.