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Collections Manager
2 months ago
WeFlex Ltd. is seeking a highly skilled and experienced Collections Manager to join our team. As a key member of our finance department, you will be responsible for leading our collections team in providing world-class customer experience and ensuring timely collections from our customers.
Key Responsibilities:- Manage and lead a team of collections agents, providing guidance, coaching, and performance management.
- Develop and implement collections strategies to improve customer collections and reduce delinquency rates.
- Monitor team performance and provide regular feedback and coaching to drive results.
- Work closely with support teams to identify and resolve customer issues and escalations.
- Support the team with in-office escalations that require management-level resolution.
- Create and maintain operational reports and metrics to track performance and identify areas for improvement.
- Collaborate with cross-functional teams to enhance overall customer experience and optimize collections processes.
- Stay up-to-date with industry trends, regulations, and best practices in collections.
- Conduct regular team meetings and training sessions to foster a positive and engaged team culture.
- Collaborate closely with the Head of Credit and Collections to effectively execute forward-thinking ideas and strategy.
- Minimum of 3 years of experience in collections, preferably in a leadership role.
- Strong knowledge of collections strategies and best practices.
- Proven track record of successfully managing collections teams and achieving targets.
- Strong leadership and people management skills, with the ability to motivate and develop team members.
- Knowledge of regulatory and legislative requirements in collections, including FCA, TCF, AML, GDPR & PCI guidelines.
- Analytical mindset with the ability to track and interpret operational metrics and data.
- Proficient in using MS Office (including Excel) and CRM software.
- Experience working with Hubspot, Fleetio (fleet management system), and/or Aryza Sentinel (Anchor).
- Proficiency in Arabic, Hindi, or Bengali languages.
- Discretionary performance-related bonus scheme in place (capped at 10% annual base salary) following probation, paid quarterly.
- Statutory pension scheme.
- 20 days per year plus bank holidays.
