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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.
• 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.
• Proven track record of overseeing recovery efforts and managing third-party vendors.

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