The Collections Manager – Barbados is responsible for leading the collections teams in line with corporate guidelines and within the company’s strategy and direction toward local and international expansion; while working side by side with the Collections Manager - Belize, Customer Service & Sales Manager and Operational Support Manager.

The Collections Manager develops and implements collection strategies & tactics, and incorporates improvements by conducting needs assessments, establishing performance reviews (KPIs) and collections capacity planning.  Responsible for the collections process end to end. This includes managing, coaching and leading a team of collectors who perform all aspects of the collection function from the time a customer goes into delinquency to legal representation in court to working with customers to commit to repayment plans.  Directly Managing external collection agencies.

High - Level

• Deliver results against a defined scope of work that includes measurable metrics, strategic innovation, performance reporting, and human capital development for The Credit Settlement Agency including but not limited to the following department:
  • Customer Retention 
  • TCSA Collections 
  • TCSA Court Representatives
• Analyze collections performance data and prepare reports for upper management
• Enforce company policies regarding employee conduct and communication etiquette
• Foster and continuously build a positive work environment with awards & recognition programs

Primary Duties and Responsiblites:

Operations

• Manage the operations of the collections process and efforts, including effective strategic planning and implementing strategies to continuous collections operations at an optimal level; whilst working directly with the Collections Manager in Belize
• Define, implement and track collections KPIs based on industry standards and in adherence with company Credit policies to ensure continuous growth and an increasing positive customer experience.
• Analyze collections data and prepare reports for Upper Management
• Execute outbound collections-driven campaigns, monitor and analyze successes and setbacks.
• Evaluate collections best practices, policies and procedures by assessing collection efforts or methods vs. results and recommend new approaches to achieve optimal performance.
• Supervise monitor and assist with active collections as necessary and achieving best results
• Provide weekly and monthly reports on collections statistics inclusive of progress

Staff Development

•  Manage staff in a performance-driven environment. Set goals/KPIs that are aligned with the company’s strategic focus toward growth and expansion.
• Coach leads and individual team members to help them achieve their collections targets and enhance their leadership skills.
• Analyze and identify training needs, mentoring and coaching plans based on observations, customer feedback and output inclusive of trending analysis. Be able to immediately correct any area deemed as critical that affects operations and customer experience.
•  Manage the TCSA teams through changes to succeed in a demanding and competitive lending environment.
•  Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, allocation of duties and responsibilities, staffing levels and supervision

Leadership/Accountability

• Ensure accurate, timely decisions based upon analysis, judgment and experience.
• Develop and maintain a professional working environment based on customer centricity and superior customer experience, while at the same time meeting and exceeding collection targets.
• Collaborate with the various departments, vendors and corporate partners in order to generate and implement quality service improvements.
• Deliver outstanding operational performance optimizing staffing to minimize disruptions to operations.
• Lead team meetings to obtain feedback and evaluate staff effectiveness

Professional Qualifications and Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements that follow are representative of the knowledge, skills, and/or abilities required. 

Education 

• Bachelor's degree in finance, management, accounting or related field or extensive experience in contact center leadership role.

Work Experience

• 5+ years of progressive experience in credit and collections, including at least 2 to 3 years in a supervisory or managerial role.
• Experience in developing collection strategies, leading teams, and using collections software is often required.
• Preferrable knowledge of digital lending and payment platforms. 
• Extensive experience in software applications, development of Key Performance Indicators (KPIs) and workforce planning

Knowledge/Skills/Abilities

• Proficiency with necessary technology hardware, including computers phone systems etc
• Proficiency with necessary technology software, including CRMs dialer systems
• Proven experience as Collections Manager