JOB DETAILS:
Job Overview
The Collection Manager position is responsible for overall management, training and ensuring expected results and quality from underlying teams. Collections Manager`s deliverables are performance, development, growth, and well-being of their teams.

Responsibilities and Duties
1. Manage Collections and Performance Drivers
a. Monitor the team’s portfolio performance
b. Ensure that direct reports meet their monthly responsibilities
i. Obtain number of clients (NOC) per agreed level
ii. Obtain call effectiveness (CE) per agreed level
iii. Manage quality control per agreed level and above
iv. Manage maximum DSLC per agreed level
v. Manage the collection rate
vi. Manage clients moving to last call
c. Manage that all overdue clients are attended in time and manner set by company policies

2. Staff management
. Monitor performance of direct reports
a. Plan and manage annual leaves in teams under direct supervision
b. Monitor performance of people on probation and manage confirmations, promotions, demotions and extensions

c. Plan, manage and lead trainings in teams under direct supervision

d. Be available, motivate and coach employees to improve their performance
e. Manage disciplinary actions together with HR
f. Perform monthly 1-1s and give feedback to direct reports
g. Perform 2 appraisals per direct report per year

3. Reporting
. Create daily and monthly reports on :
. Collections
i. Attendance
ii. Leaves
iii. Probation and extension

4. Manage the PIP Process
5. General
. Readiness to assist team members in everyday tasks

a. Organize and manage communication from top to bottom
b. Follow company’s policies
c. Fulfill any other tasks given or approved by management that is work-related and aimed towards company's goals and targets
d. All tasks and responsibilities are done on time

Qualifications
1. Education level: Bachelor’s degree
2. Experience:
a. Minimum of 3 years of managerial experience
b. We prefer candidates with:
i. 2 years of experience in debt collection industry
ii. 1 year of experience in call center

3. Specific skills:
. Excel - comfortable
a. Word - comfortable
b. Outlook - basic
c. Google Sheet - comfortable
d. Google Doc - comfortable
e. Google Chat - comfortable
f. Google DataStudio - basic
g. Google Search - advanced
h. Presentation - advanced
i. Coaching - basic
j. Negotiations - expert
k. Problem solving – expert

4. Personal characteristics
. Integrity - take ownership of assigned people and tasks
a. Empathy and advanced negotiation skills - ability to understand client and protect business interests at the same time

b. Independent problem solver - proactive approach to everyday challenges

c. Humility and motivation - We are looking for someone who does not misuse the authority and can motivate people in positive and forward thinking ways
d. Result driven and hungry to be the best