VP, Collections Practice

3 weeks ago

United Kingdom Concentrix Full time

Practices play a key role in Concentrix diversification and growth strategy. They currently account for $1.5bn, e.g., 15% of total revenues, with a higher level of profitability.

The role of Practices with Concentrix is to host new revenue streams to grow faster than CX Ops: they address a specific high-growth market segment, with dedicated offering, operations model & technology.

Reporting to the Collection Practice leader are the head of Collections technology, and the head of collection operations excellence. The Collection Practice leader will be reporting into the Head of Practices.

With other Practices including Trust & Safety, B2B sales and Financial Crime & Compliance services, we are looking for a leader for our Collection Practice to tackle the high-growth collection market opportunity with an enhanced positioning and go-to-market strategy.

Collections is already a $150M and 8k+FTEs business at Concentrix, with 80+ clients, and a multi-sector (BFSI, retail, telco, utilities, high tech) and multi-geo (US, LATAM, EMEA and APAC) presence, and delivery in 18 countries. Collection Practice has developed distinctive assets, including a collection voicebot, collection analytics capabilities, omnichannel contact automation and selfcare platforms.

What is the mission of the Collection Practice?

  • Set the ambition and be accountable for collection’s service line’s growth. The Practice leader is accountable for the collection’s virtual P&L, defining and pursuing the collection’s growth and business plans, identifying potential M&A opportunities
  • Be knowledgeable on collection market updates, including competitors moves / offering, regulatory evolutions and implications for our business
  • Develop a Practices budget and priorities (incl. opex and capex, people and non-people costs in technology, marketing, etc)
  • Design, develop and constantly enhance the Collection value proposition – with a dedicated offering, combining tech and operating model specificities.
  • Develop a collection tech roadmap using both internal tools and external partnerships
  • Define collection innovation roadmap incl. special initiatives as GenAI and partner with innovation / operations team for testing and implementation
  • Design a collection sites strategy, incl. sites licensing roadmap based on strategic clients / prospects needs
  • Define and support the Collection GTM strategy and priorities in coordination with the regions’ sales and account management teams.
  • Define collection targets (by priority vertical, geography), aligned with sales and account management leaders
  • Stand by sales, solutions and account management teams to ensure on a daily basis best implementation of the Collection value proposition, through Cross-sell or New Logo sales
  • During sales/tender/bid process, ensure key contribution and leadership on collection questions and solution definition.
  • Manage internal Practice knowledge (incl. business cases, market insights, expertise) and make Collection resources globally available
  • Drive internal awareness on Collection capabilities and animate a collections community, sharing content, news and creating interest
  • Define Concentrix collection marketing strategy (from lead gen, content, demand gen, events), with support from global marketing teams for execution (events participation/ organization, articles)
  • Ensure flawless execution of collection’s services, from tech to operations, working hand-in-hand with customer success teams
  • Develop an operations excellence playbook with best-in-class collection operation practices around talent (recruiting, onboarding, developing collection operations profiles) and performance management (team set-up, KPIs, dashboards, etc)
  • Develop a site / project assessment methodology and grid, team-up with operations team for assessment and improvement levers definition / follow-up on site

What do we expect from the Collections Practice lead ?

  • Act as an evangelist on Collection at Concentrix, both internally and externally. Bring in a strong Collection expertise and credibility combined with a clear vision on business priorities. This position requires both client-facing skills and a transversal internal leadership.
  • Entrepreneurial spirit – at Concentrix, and even more so in our Practices, we are always ready and willing to do (and not just think)
  • Be comfortable acting as the company’s Collection swiss knife – the Practice’s head is both a strategic thinker and operational doer, touching upon 360° topics ranging from tech, marketing and GTM to operations.

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