Collections & Operations Manager
The Collections & Operations Manager reports to the CEO and is responsible for all Collections, Customer Service and operational processes related to the company’s business.
Lead the company strategy in relation to the external context and get people engaged to implement it in an innovative way;
Create a customer centric offer and empower their teams to continuously improve the customer experience;
Drive and empower their team to lead through trust;
Identify opportunities to improve performance and minimize cost, propose initiatives, write technical requirements for IT teams, conduct acceptance testing on IT development and train the organization in technical changes;
Propose targets on all relevant operations & collections KPIs and achieve agreed-upon targets;
Listen to agent calls and ensure QA processes are conducted effectively by the contact center
Own automated and manual customer communications related to collections and customer services activities, and work closely with Marketing team in the execution of such communications
Participate in all daily, weekly, and periodic work/management meetings with peers and senior operations leadership
Degree in Business Administration or Engineering with 5+ years experience in Collections, in consumer finance, Operations/Process management, Customer Service.
Experience in Operations and process management,
Strong understanding of contact centers, including in Collections
Experience in leading teams
Proficiency in English, verbal and written