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Collections Manager
Recruiter
Cactus Search
Location
in North East , North East
Salary: Up to £35k
Reference: 1455
Reporting to:
Site Director
Direct Reports:
6 Team Leader direct reports with an overall responsibility for 80FTE
Our client, a large international outsourcer requires an experienced Operations Manager who specialises in Collections to lead a team of 90FTE. This is a meaty role for a strong Collections Manager who has the ability to develop good working relationships.
Purpose of the Role:
To oversee the day to day running of the collections function, driving the successful delivery of collection strategies, ensuring Key Performance Indicators are met, resources are effectively utilised & that key collections functions operate at maximum efficiency.
Skills & Experience Required:
• Must have at least 2 years supervisory experience
• Must have at least 2 years experience of working within a Collections environment
• Strong interpersonal skills and experience demonstrating successful customer/client relationship management.
• Proven experience developing & managing operational processes
Key Responsibilities:
• Lead teams to meet and exceed business objectives (client and corporate service, quality and contribution goals, as well as financial, metric and employee satisfaction goals), ensuring the consistent achievement of all financial and operational KPI’s across the site.
• Direct involvement in recruitment, selection, induction and ongoing skills development for all direct reports, ensuring we attract and retain the best talent.
• Line management responsibility for Coaches/Team Managers who are responsible for managing the day-to-day operations of a team of Agents/Advisors handling customer questions and issues.
• Supervisory responsibility for multiple teams with more than one client.
• Conduct meetings with Coaches/Team Managers as needed.
• Undertake formal quarterly performance reviews and one-one-one 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.
• Management of any campaign migration or new business implementation.
• Ensure actions from Employee Satisfaction survey are implemented and continuously reviewed.
• Overall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career development.
• Manage client relationship at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality.
• Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed. Management of any client escalations relating to the Operational team’s performance.
• Apply process for tracking of client satisfaction and complaints in terms of response and resolution.
• Ensure process audits are completed quarterly for each customer related transaction and improvement plans agreed.
• Prepare, analyze and present data to the client as part of monthly performance reviews.
• Action commercial decisions affecting P&L.
• Ensure forecasts and work schedules are accurately completed using relevant client information and scheduling tool.
Package:
Up to £35k
Site Director
Direct Reports:
6 Team Leader direct reports with an overall responsibility for 80FTE
Our client, a large international outsourcer requires an experienced Operations Manager who specialises in Collections to lead a team of 90FTE. This is a meaty role for a strong Collections Manager who has the ability to develop good working relationships.
Purpose of the Role:
To oversee the day to day running of the collections function, driving the successful delivery of collection strategies, ensuring Key Performance Indicators are met, resources are effectively utilised & that key collections functions operate at maximum efficiency.
Skills & Experience Required:
• Must have at least 2 years supervisory experience
• Must have at least 2 years experience of working within a Collections environment
• Strong interpersonal skills and experience demonstrating successful customer/client relationship management.
• Proven experience developing & managing operational processes
Key Responsibilities:
• Lead teams to meet and exceed business objectives (client and corporate service, quality and contribution goals, as well as financial, metric and employee satisfaction goals), ensuring the consistent achievement of all financial and operational KPI’s across the site.
• Direct involvement in recruitment, selection, induction and ongoing skills development for all direct reports, ensuring we attract and retain the best talent.
• Line management responsibility for Coaches/Team Managers who are responsible for managing the day-to-day operations of a team of Agents/Advisors handling customer questions and issues.
• Supervisory responsibility for multiple teams with more than one client.
• Conduct meetings with Coaches/Team Managers as needed.
• Undertake formal quarterly performance reviews and one-one-one 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.
• Management of any campaign migration or new business implementation.
• Ensure actions from Employee Satisfaction survey are implemented and continuously reviewed.
• Overall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career development.
• Manage client relationship at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality.
• Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed. Management of any client escalations relating to the Operational team’s performance.
• Apply process for tracking of client satisfaction and complaints in terms of response and resolution.
• Ensure process audits are completed quarterly for each customer related transaction and improvement plans agreed.
• Prepare, analyze and present data to the client as part of monthly performance reviews.
• Action commercial decisions affecting P&L.
• Ensure forecasts and work schedules are accurately completed using relevant client information and scheduling tool.
Package:
Up to £35k
Recruiter:Cactus Search
Website: http://www.cactussearch.co.uk
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Published at 16-09-2008
Viewed: 606 times
Viewed: 606 times
