The Head of Collection Excellence & Support responsible for overseeing the strategic and operational management of two key functions: Collection and Quality & Development. This role ensures the seamless operation of both areas, optimizing performance while adhering to the bank's policies and legal standards. The successful candidate will lead teams, develop long-term strategies, and foster a collaborative, high-performance culture.
Key Responsibilities:
- Leadership & Team Management:
- Supervise and guide the Collection Support Lead and the Lead of Direction for Quality & Development.
- Ensure both teams are effectively trained, motivated, and aligned with department goals.
- Conduct regular performance evaluations and provide constructive feedback to department leaders and their teams.
- Collection Support Operations:
- Oversee Inbound Line, Dialer Managers, and Technical Specialist teams to ensure operational efficiency and legal compliance.
- Optimize inbound call strategies, dialer processes, and technical system management.
- Collaborate with external vendors and internal departments to resolve operational issues and enhance efficiency.
- Development & Quality Assurance:
- Drive the development of employee training programs, performance monitoring, and quality assurance activities.
- Develop tailored motivation systems and ensure compliance with regulatory and internal standards.
- Analyze performance metrics and adjust strategies, accordingly, ensuring customer care standards are met.
- Strategic Planning & Process Improvement:
- Create and implement long-term strategies to optimize collection support and quality assurance processes, reducing costs and improving service delivery.
- Monitor and report on department performance, including dialer efficiency, technical issues, employee development, and compliance.
- Collaborate cross-functionally to enhance employee performance, monitor ongoing projects, and ensure smooth coordination between support and quality assurance teams.
- Cross-Team Collaboration:
- Work closely with other departments, including training centers, to ensure the continued development of staff and smooth execution of ongoing projects.
- Ensure that both Collection Support and Quality & Development teams are synchronized, sharing best practices and collaborating on joint initiatives.
Hard Skills:
- Strong knowledge of CRM and dialer management systems.
- Experience with employee development, training programs, and quality assurance processes.
- Familiarity with debt collection regulations and legal compliance.
- Data analysis and reporting skills for performance tracking and strategic planning.
Soft Skills:
- Leadership: Proven ability to lead and inspire teams, fostering a positive and productive work environment.
- Strategic Thinking: Ability to design and implement long-term strategies that align with business objectives.
- Problem-Solving: Adept at resolving complex issues efficiently, using both technical knowledge and collaboration skills.
- Communication: Strong interpersonal and communication skills to manage cross-departmental relationships and resolve internal or external conflicts.