• Strategy support and planning: Contributes to and support the AR Team strategy and execution through the analysis and identification of new customer technology, and/or segments.
• Analyze customer needs for the portfolio, securing customer advantages and benefits as well as strategies to improve collections
• Develops and implements business strategies for increased collections in alignment with business unit/departmental strategies
• Participates in internal work groups in order to share know-how, processes and project plans.
• Technology Implementation: Coordinates new launches plans and ensures efficient and effective execution together with the AR Management Team.
• Partnerships: Identifies internal / external partnership opportunities and participates in the implementation and work groups.
• Performance targets: Ensures budget and collection targets are achieved within specified time frames
• Determines collection call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Prepares and presents performance reports by collecting, analysing, and summarizing data and trends.
• Maintains professional and technical knowledge by tracking emerging trends in call centre systems; benchmarking state-of-the-art practices.
• Drive a culture of client-centricity and a collections CRM across the company to increase collections whilst minimising customer complaints
• Is responsible for project level planning, monitoring and reporting on project performance. Signs , Performs internal project close down; Conducts Post-Implementation Reviews.
• Develops, directs and communicates policies working instructions, standard operating procedures for the department.
• Manages and mentors own staff to ensure they have the skills required by the organisation and are able to achieve their performance objectives.
• Manages credit and collections principles, processes, regulations and standards and communicates any compliance related problems and unresolved processes to the AR Manager.
• Ensures adherence to CQM, training and overall QA standards.
• Ensures compliance with all internal and external audit requirements.
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