About the Role
Lead and optimize the call collection function within credit management, ensuring high performance, compliance, and continuous improvement in recovery outcomes through people leadership and process innovation.
Responsibilities
- Direct the strategy and execution of outbound call collection activities
- Develop and manage key performance indicators for collection teams
- Ensure adherence to regulatory standards and internal compliance policies
- Oversee workforce planning and staffing for call center operations
- Implement training programs to enhance agent effectiveness
- Analyze collection data to identify trends and opportunities
- Collaborate with cross-functional teams to refine credit policies
- Drive process improvements to increase recovery rates
- Manage vendor relationships related to collection technology
- Lead change initiatives within the collections department
- Monitor collection performance against financial targets
- Foster a culture of accountability and continuous learning
- Design incentive structures aligned with business goals
- Ensure consistent customer communication practices
- Evaluate new technologies to support collection efficiency
- Prepare executive-level reports on collection outcomes
- Support system integration projects impacting call workflows
- Maintain documentation of operational procedures
- Address escalated customer issues when necessary
- Promote ethical collection practices across teams
- Lead performance reviews and career development for managers
- Coordinate with legal and compliance on regulatory matters
- Optimize scheduling and resource allocation models
- Champion data privacy and security protocols
- Respond to internal audit findings with corrective actions
Compensation
Competitive salary and performance-based incentives
Work Arrangement
Full-time, on-site with potential hybrid flexibility
Team
Part of the Credit Management Services division focused on operational efficiency and customer engagement
Leadership Expectations
- Set clear goals and expectations for management teams
- Model ethical decision-making and transparency
- Drive engagement through regular feedback and recognition
- Promote diversity and inclusion within the department
Technology Integration
- Lead adoption of new dialing and case management tools
- Work with IT to ensure system reliability and uptime
- Evaluate AI and automation for call routing and scripting
Available for qualified candidates
