Manager Collections/Recoveries

Responsibilities

· Responsible for the training, developing, mentoring and motivating a team to ensure that team members achieve their collections goals. 

· Develops and maintains all relevant information to support daily, weekly and monthly performance monitoring through the use of Dynamics, MS Excel, and other platforms. 

· Ensures that the team is compliance with the company policies and procedures.

· Monitors payment trends and evaluates impact to collections portfolio and relay these to management. 

· Identifies challenges and strategies for Collections. 

· Provides accurate information to support management decision making and business strategies 

· Responsible for team's performance monitoring, regular capacity review, and operational support requirements for other functions. 

· Provide regular coaching to all team members and monitor closely the low performers. 

· Direct the development, execution and performance tracking of collections and recovery strategies to drive operational effectiveness and efficiency gains. 

· Developing customer contact strategies focusing on segmentation to identify the best channel, time and frequency to engage with customers. 

· Provide subject matter expertise in the development of collections models. 

· Deliver recommendations to Senior Management to further optimize performance. 

· Provide operations with recommendations on volume and resource allocation across queues and to ensure appropriate staffing levels based on expected volume levels.

· Regularly analyze key performance indicators (KPIs) and perform trend analysis to provide concise summaries and root-cause analysis of performance trends to senior management. 

· Develop recommendations to improve performance, based on data-driven strategies. 

· Oversee the execution of key projects for the business unit. 

· Work with other Departments to represent Collections and support ongoing process improvements. 

Qualifications

• Graduate