Collections Manager

• 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 practice
• Responsible for ensuring that the headcount and departmental operating costs are
  within budget and that costs are well controlled.
• Lead, motivate and organise 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 are 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 Managers and Team Leads.
• Undertake formal performance reviews and 1:1 meetings with direct reports against
  KPIs.
• Apply a process of continuous review and proactive management of absenteeism and
  attrition across all Teams taking appropriate action where necessary.
• 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 is 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.

• Bachelor’s degree in finance, accounting, or a related field.
• 6–8 years experience as a collections manager.
• Experience with accounting software.
• 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.

Recruitment Process

• Screening call with Recruiter: 30 minutes
• Interview with Cluster Collections Head
• Interview with Global Head of Operations

● Screening call with Recruiter: 30 minutes

● Interview with the Head of Corporate Development

● Case study & Panel discussion

● Interview with the CEO