ROLE ACTIVITIES
Strategic Management
– Develop and implement collection and recovery strategies for both in-house and outsourced teams.
– Set objectives and targets for collection and recovery efforts and align strategies with organizational goals.
Team Oversight
– Manage and lead the internal collections team, providing guidance, support, and performance evaluations.
– Oversee the performance of third-party collection agencies, ensuring they meet agreed-upon standards and contractual obligations.
Performance Monitoring
– Track and analyze performance metrics for both in-house and outsourced collections.
– Prepare regular reports on collection and recovery performance, highlighting successes, challenges, and areas for improvement.
Compliance and Regulation
– Ensure that both in-house and outsourced collections practices comply with relevant regulations and internal policies.
– Conduct regular audits and reviews to ensure adherence to legal and ethical standards.
Process Improvement
– Identify opportunities to improve collection and recovery processes, both internally and with third-party agencies.
– Implement best practices and process enhancements to increase efficiency and effectiveness.
Customer Interaction
– Address escalated customer complaints and complex recovery cases.
– Develop and implement strategies to enhance customer satisfaction and resolve disputes.
Stakeholder Collaboration
– Collaborate with other departments to address systemic issues affecting collections and recovery efforts.
– Maintain relationships with third-party vendors and internal stakeholders to ensure alignment and cooperation.
QUALIFICATIONS & EXPERIENCE
- Bachelor’s degree in finance, business administration, or a related field.
- Relevant certifications or coursework in collections, credit management, or vendor management is advantageous.
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7 years of experience (3 of which should have in management role or leading teams) in collections and recoveries, with significant experience managing both in-house teams and outsourced collections.
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Proven track record of overseeing recovery efforts and managing third-party vendors.
Closing date: 31 December 2024