COLLECTIONS TEAM LEADER - START UP
My client a leading financial services provider is seeking an experienced Collections Team Leader to join and help establish a newly created collections division. This is an excellent opportunity for the right candidate to really put their stamp on things and join the division from day one.
Ensure that all cases requiring work action are handled correctly, ensuring a fair outcome for customers with the correct commercial outcome for the business
Manage workloads via a ‘daily dashboard’ to ensure each case receives the correct attention
Own all escalated, high profile and complex cases to final resolution.
Ensure all team policies and procedures meet regulatory requirements
Reduce ‘waste’, as a result of re-work, by acting as part of the first line of defence in respect of quality assurance of the Team’s activity.
Lead, coach and develop the team to define, deliver and maintain an exceptional level of competence within the team to deliver timely, cost effective and fair resolution of customer outcomes in line with our current strategies.
Create a culture of continuous improvement, enabling Executives to support the wider business in process improvements
Recruit, train and employ high calibre employees within budget, headcount levels and temporary resource requirements
Coach, mentor, and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities
Hold regular one-to-ones with direct reports ensuring that feedback is provided in a constructive way whilst working with the employee to facilitate personal development
Ensure that an effective performance review is operated in line with department guidelines, including setting objectives, personal development planning and performance standards with all direct reports
Working with the Head of Operations and HR Business Partner, develop a culture of performance management, improvement and appraisal as a foundation for excellent organisational performance
Manage all departmental HR issues including monitoring absenteeism, and managing any capability and disciplinary issues
Represent the Customer Support Team in the wider business through engagement with key stakeholders at all levels including the Customer Forum.
Monitor and manage emerging customer and business risks through the prompt identification, escalation and resolution of gaps in policy and procedure.
Influence stakeholders from front line through to executive leaders, making fact driven recommendations from the presentation of robust analysis of root causes and other management information (MI).
Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required.
Strong operational and leadership experience of significant change in a regulated environment.
Comprehensive working knowledge of regulatory and compliance requirements with all specific collection cases handled by the team.
A proven track record of coaching a team to deliver multiple KPIs in a customer centric environment.
The ability to demonstrate a capability in performance management and absence management
Excellent Verbal and Numerical reasoning skills; adept at identifying the core issue and prioritising efforts in responding
An ability to self-manage with strong organisational skills
Recent experience of managing a customer team within a regulated environment.
A demonstrable track record of working to a customer service metrics
Experience in the analysis of data and the ability to identify trends
Salary: €45,000 - €60,000 + health care and excellent pension