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Job Description
- Team Leadership: Provide direction, mentorship, and support to the collections and customer service teams to ensure high performance and professional growth.
- Strategic Planning: Develop and implement strategies to enhance collections efficiency and customer service excellence.
- Performance Management: Set performance targets, monitor key metrics, and conduct regular performance reviews with team members.
- Collections Strategy: Design and execute effective collections strategies to minimize overdue accounts and enhance recovery rates.
- Policy Implementation: Ensure adherence to collections policies and procedures, updating them as necessary to reflect industry best practices and regulatory requirements.
- Risk Assessment: Identify and mitigate risks associated with collections activities, implementing measures to safeguard against potential losses.
- Debt Recovery: Oversee debt recovery processes, including negotiations, settlements, and legal actions, to maximize recovery of outstanding amounts.
- Reporting: Generate regular reports on collections performance, providing insights and recommendations to senior management.
- Service Quality: Ensure the delivery of exceptional customer service, addressing and resolving customer complaints promptly and effectively.
- Process Improvement: Continuously assess and improve customer service processes to enhance efficiency and customer satisfaction.
- Training and Development: Implement training programs to equip customer service staff with the necessary skills and knowledge to perform their roles effectively.
- Customer Feedback: Collect and analyze customer feedback to identify areas for improvement and implement corrective actions.
- Regulatory Compliance: Ensure all collections and customer service activities comply with relevant laws, regulations, and industry standards.
- Internal Controls: Establish and maintain robust internal controls to safeguard company assets and ensure operational integrity.
- Audit Coordination: Work with internal and external auditors to facilitate audits and ensure compliance with audit recommendations.
- Internal Collaboration: Collaborate with other departments, such as Finance, Legal, and Risk Management, to support overall business objectives.
- External Partnerships: Manage relationships with external agencies, vendors, and partners involved in collections and customer service activities.
- Technology Integration: Leverage technology and data analytics to enhance collections and customer service operations.
- Innovation: Identify and implement innovative solutions to improve efficiency and effectiveness in collections and customer service.
- Budget Management: Develop and manage the budget for collections and customer service departments, ensuring cost-effective operations.
- Cost Control: Implement measures to control and reduce operational costs without compromising service quality.
- Performance Metrics: Establish and monitor key performance indicators (KPIs) for collections and customer service teams.
- Data Analysis: Analyze operational data to identify trends, gaps, and opportunities for improvement.
- Issue Resolution: Lead the resolution of escalated issues and crises, ensuring minimal disruption to operations and maintaining customer trust.
- Contingency Planning: Develop and implement contingency plans to address potential operational disruptions and maintain business continuity.
- Education: Bachelor’s degree in Business, Finance, Management, or a related field.
- Experience: Minimum of 8 years of experience in call centres for collections management, customer service, or a related field, with at least 3 years in a leadership role for a team size of approximately 50.
- Regulatory Knowledge: Familiarity with the regulations and guidelines of the Monetary Authority of Singapore (MAS) is essential.
- Skills: Strong leadership and management skills, excellent communication and negotiation abilities, and a deep understanding of collections strategies, customer service excellence, and regulatory compliance.
- Technical Skills: Proficiency in data analytics, CRM systems, and collections management software.
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