Collections Manager

Talent Acquisition & HR Specialist | Recruitment Strategist | Employer Branding & Employee Engagement

Role Purpose

The Collections Manager is responsible for overseeing end-to-end collections and debt recovery operations, managing our internal collections teams, external recovery agencies, processes, systems, and strategies. This role ensures smooth execution of all collections processes while maintaining high levels of customer satisfaction.

Lead supervisors and team leaders, both onsite and remote, supporting the Head of Collections. Ensure business objectives are met or exceeded and operational KPIs across all teams are consistently achieved.

Primary Responsibilities

• Manage and develop the collections and recovery teams, ensuring KPIs are met and compliance with company policies is maintained.
• Oversee external recovery agencies and partnerships.
• Ensure results align with the expected operational budget.
• Develop and implement effective collections and debt recovery strategies.
• Manage the debt recovery and sale process.
• Control headcount and departmental operating costs within budget.
• Introduce and maintain automation and process improvements to enhance efficiency and reduce costs.
• Work closely with the Risk Department to ensure execution of company recovery strategies.
• Provide line management for campaign Supervisors and Team Leads.
• Conduct formal performance reviews and 1:1 meetings against team KPIs.
• Proactively manage absenteeism, attrition, and team performance, taking corrective action when needed.
• Monitor operations performance and implement improvements as needed.
• Prepare, analyze, and present team and operational performance data monthly.
• Ensure accurate workforce planning, forecasts, and scheduling using relevant tools.

Knowledge & Skills

Skills:

• Strong leadership and people management skills with experience managing large teams.
• Excellent verbal and written communication and facilitation skills.
• Strong interpersonal and team-building abilities.
• Ability to analyze processes, implement changes, and think strategically and operationally.
• Effective problem-solving and change management skills.
• Fluent in English and Spanish.

Knowledge/Abilities:

• At least 5 years of experience in collections or debt recovery operations.
• Understanding of technology and general business operations.

💪 Private health and dental insurance.

💻 Freedom to work from home two days a week.

🍎 Kitchen with free coffee and fruit on Mondays, Wednesdays, and Fridays.

🌍 Team building activities in an international and collaborative environment.

Don't miss the opportunity to be part of a company that values innovation, operational excellence, and talent! Join us and take your career to the next level 🚀

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Strategy/Planning and Other

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