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Senior Manager - Collections (SME)

Closing: Dec 30, 2022

This position has expired

Published: Nov 29, 2022 (2 months ago)

Job Requirements

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Job Summary

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  • The SME Collections Head is part of the operations & risk management and is accountable for overseeing the operations and implementation/testing of FairMoney’s Collections Strategies.
  • He/She will be required to analyze various collections-related metrics and work with other stakeholders in the SME team to ensure continuous portfolio monitoring and performance management.
  • To manage Collection processes enabling the smooth execution of all processes to ensure maximum customer satisfaction is achieved and service levels are met or exceeded.
  • To lead teams to meet and exceed business objectives ensuring the consistent achievement of all financial and operational KPIs across the department.

Requirements

  • Bachelor’s Degree in Finance, Accounting, or a related field.
  • 6+ years of relevant experience as a collections manager.
  • Experience with accounting software.
  • Experience working with external debt recovery agents
  • Good data analysis skills (MS-Excel, Tableau)
  • The ability to work accurately and independently.
  • Good verbal and written communication skills.
  • Excellent analytical skills and an eye for detail.
  • Outstanding leadership and managerial skills.
  • Strong time and people management skills.
  • Ability to work to strict deadlines.


Responsibilities
  • The SME Collections Head is part of the operations & risk management and is accountable for overseeing the operations and implementation/testing of FairMoney’s Collections Strategies.
  • He/She will be required to analyze various collections-related metrics and work with other stakeholders in the SME team to ensure continuous portfolio monitoring and performance management.
  • To manage Collection processes enabling the smooth execution of all processes to ensure maximum customer satisfaction is achieved and service levels are met or exceeded.
  • To lead teams to meet and exceed business objectives ensuring the consistent achievement of all financial and operational KPIs across the department.

Requirements

  • Bachelor’s Degree in Finance, Accounting, or a related field.
  • 6+ years of relevant experience as a collections manager.
  • Experience with accounting software.
  • Experience working with external debt recovery agents
  • Good data analysis skills (MS-Excel, Tableau)
  • The ability to work accurately and independently.
  • Good verbal and written communication skills.
  • Excellent analytical skills and an eye for detail.
  • Outstanding leadership and managerial skills.
  • Strong time and people management skills.
  • Ability to work to strict deadlines.


The Objective of this Role

  • Maintain constant communication with management, staff, and vendors to ensure proper operations of the collections unit.
  • Develop, implement, and maintain quality assurance protocols.
  • Grow the efficiency of existing processes and procedures to enhance and sustain the organization’s internal capacity.
  • Actively pursue strategic and operational objectives.
  • Ensure operational activities remain on time and within a defined budget.
  • Track staffing requirements, and hire new employees as needed.
  • Manage the overall collections activity for the SME business.

Roles and Responsibilities

  • Responsible for the management and development of the collections teams ensuring that each area within the department meets its KPIs and ensures compliance with all company policies and procedures.
  • Ensure that robust collection procedures are in place with a specific focus on reducing overdue debt & improving cash receipts delivering a seamless end-to-end process for the customer.
  • To lead and implement strategic initiatives linked to FairMoney corporate objectives in order to ensure continuous improvement and best practices.
  • Responsible for ensuring that the headcount and departmental operating costs are within budget and that costs are well controlled.
  • Lead, motivate and organize personnel to adhere to FairMoney core values and deliver a high level of staff engagement.
  • Work with other areas to ensure alignment of structure, process, and procedure, sharing best practices and driving continuous improvement.
  • Introduce/maintain high levels of process automation to reduce costs and increase the speed & timeliness of transactional processing.
  • Ensure all staff is properly trained and have appropriate resources available to be successful in their roles.
  • Instigate legal proceedings against delinquent debtors and ensure management of associated costs.
  • Direct involvement in the recruitment, selection induction, and ongoing skills development for all direct reports, ensuring we attract and retain the best talent.
  • Line management responsibility for Team Leads and Team members.
  • Undertake formal performance reviews and 1:1 meetings with direct reports against KPIs.
  • Management of any campaign migration or new business implementation.
  • Overall accountability for training, development, and mentoring of direct reports to provide opportunities for skills expansion and career development.
  • Facilitate a culture of open and honest 2-way communication ensuring key messages are cascaded.
  • Ensure call monitoring is undertaken and reported monthly across representative samples of all transaction types and appropriate action is taken to correct any shortfall.
  • Management of any operations escalations relating to the Operational team’s performance.
  • Preparing, analyzing, and presenting data to the Ops Head as part of weekly and monthly performance reviews.
  • Ensure forecasts and work schedules are accurately completed using relevant data information and scheduling tool.
  • Initiate the review of the collection strategy manual and queuing criteria on a quarterly basis or as business requires.
  • Initiate a review of the Collections Procedures Quarterly or as business requires.
  • Agency appointment and supervision. Coordinates the activities of the external agent which include but are not limited to engagement, a compilation of cases, a review of performance, and periodic reports.
  • Monitor and ensure that the external collectors adhere to the Code of Conduct. Ensure all customer payments are acknowledged by receipts and final discharge when resolved.
  • Supervise visitation of defaulting clients for prompt recoveries.
  • Manage settlements and negotiations of delinquent accounts where required.


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