Job Description

Skills required:

• UK Collections experience, preferably in Motor Vehicle.
• Experience in credit control, arrears calling or default management in the finance industry.
• Strong  written and verbal communication skills. Attention to detail . Familiarity with forbearance, arrears management, and litigation processes.
• Strong grasp of FCA regulations, Consumer Credit Act, and GDPR
• Strong understanding of FCA regulations, insolvency procedures, and customer vulnerability protocols.
• Excellent communication, analytical, and problem-solving skills.
• Asset & Agreement Management. Financial Adjustments (Credit amendments, fee reversals, forbearance etC

Responsibility:

 Reporting to the Collections and Recoveries Operations Manager, who will be your line manager and responsible for things like performance review meetings, 1-1s and development conversations. You will be responsible for:

• Management of a team of Financial Assistance Advisors – to include but not limited to 1-1s and development conversations, QA, QC & COT feedback/analysis, ongoing coaching, workflow management, team meetings, engagement activity

•              Completing case reviews to ensure correct action has been taken and feedback provided where necessary

•              Providing guidance and oversight for the third party suppliers managing our cases in recovery

•              Identifying root causes and future barriers, always ensuring that dialogue is in keeping with the principles of the company and treating customers fairly principles

•              Interpret numerous/complex collections processes and policies

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Do

• Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms 

• Strategy Planning with Senior Stakeholders 

  • Collaborate with leaders to provide strategic and operational plans associated with the account
  • Plan the strategy for the coming years by identifying new geographies for alternate revenue streams
  • Ensure a deep enough understanding of clients’ individual experiences to head off potential issues before they become problems 

• Contract compliance & adherence 

  • Ensure all SLA parameters are met in the account and maintain a green card at all times
  • Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited
  • Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines

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• Delivery governance in the account 

  • Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project 
  • Ensure a green card for all accounts in terms of performance and quality
  • Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags
  • Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders
  • Lead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage
  • Ensure regular invoicing as per the contract terms and condition
  • Forecast and track key account metrics

• Invoicing

  • Timely submission of invoices to the client as defined in the SOW
  • Provide information required and resolve any invoicing issues raised by the client

• Collect and analyze statistics (costs, customer service metrics etc.)

•  Assume responsibility of budgeting and tracking expenses

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• Ensure outstanding performance against key metrics mentioned in the agreement

• Regular cadence around contract compliance

  • Evaluate performance with key metrics (accuracy, customer service metrics etc.)
  • Set direction for the team, track progress against targets through regular cadence calls and course correct as require
  • Drive the focus of the team on quality and adherence to contract compliance processes
  • Drive and implement structured cadence around quality, both process and transactional
  • Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed 
  • Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc.

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• Resource Allocation & Retention
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery 
  • Optimize manpower and minimize leakages by working closely with delivery head
  • Ensure retention by offering relevant trainings and certifications of all allocated resources 
  • Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team 
• Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects