Senior Manager - Collections (SME) at FairMoney

Description

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.

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.

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.

Benefits

• Work From Home (Hybrid)
• Private Health Insurance
• Pension Plan
• Training & Development
• Performance Bonus

Recruitment Process

• A screening call with the Senior Recruiter ~30 minutes
• Case Study (takeaway) to be done at home ~72 hours.
• Technical interview with the hiring manager ~30 minutes