Head of Collections Operations
1 week ago
We are seeking an experienced and highly motivated resource to lead our centralised Collections Operations. The ideal candidate should have handled operations for a financial firm with expertise in process optimization, team management, and regulatory compliance.
The successful candidate will be responsible for overseeing the centralised collections team, improving recovery processes, and driving various teams for operational efficiency within the collections vertical.
- Salary:$120,000 - $180,000 per annum (dependent on experience)
This is a challenging opportunity for a seasoned professional to drive business growth and improve customer satisfaction by delivering exceptional collections services.
You will play a key role in shaping the future of our collections strategy, developing and implementing strategic initiatives to improve collections efficiency and maximise recoveries.
In this role, you will also be responsible for ensuring all collections activities are in full compliance with regulatory requirements, including local laws, industry standards, and internal policies.
- Main Responsibilities:
- - Strategic Planning: Develop and implement strategic initiatives to improve collections efficiency and maximise recoveries.
- - Process Improvement: Identify opportunities for process automation, standardisation, and streamlining to improve collection outcomes and enhance customer experience.
- - Regulatory Compliance: Ensure that all collections activities are in full compliance with regulatory requirements, including local laws, industry standards, and internal policies.
- - Performance Monitoring: Track and analyse key performance indicators (KPIs), such as recovery rates, delinquency metrics, and customer contact efficiency.
- - Customer Relations: Ensure high standards of customer interaction and dispute resolution, maintaining professionalism and a focus on preserving client relationships.
- - Stakeholder Management: Liaise with other departments such as Legal, Risk, Finance and Customer Service to ensure a cohesive approach to collections and debt recovery.
- - Vendor Management: Oversee external collection agencies or third-party vendors, ensuring performance meets contractual obligations and company standards.
- - Budget Management: Manage the budget for the collections operation, ensuring cost-effective operations while achieving financial targets.
We are looking for a skilled and experienced professional who has a proven track record of improving recovery rates and operational efficiency.
To be successful in this role, you will need to have:
- A bachelor's degree in business, finance, or a related field; an MBA or equivalent experience is preferred.
- 7+ years of experience in collections, debt recovery, or credit operations, with at least 3+ years in a leadership role.
- In-depth knowledge of collections strategies, debt recovery processes, and regulatory requirements.
- Proven track record of improving recovery rates and operational efficiency.
- Strong leadership and team management skills with the ability to motivate and develop talent.
- Excellent communication and negotiation skills.
- The ability to work under pressure and meet deadlines in a fast-paced environment.
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