Collections and Credit Manager

A fantastic opportunity has arisen for a Collections/Credit Manager to join a leading organisation based in Maidenhead, Berkshire.

Responsible for the collections/credit team based offshore, you will be heavily involved in managing the performance of the collections team.

This is a contract position to start immediately and will be a rolling contract for three months.

We are looking for someone to manage the performance of the collections outsource offshore contact centre teams focusing specifically on collecting monies from overdue customers. You will work closely with both cross channel and marketing teams in the UK as well as the operational managers in India to help your teams secure the results. You will also work on the commission and incentive programs to help drive performance on a monthly basis.

There are over 7000 agents in the contact centre and nearly 500 collections agents spread across two sites in India and looking after multiple products.

You will take direction from the Lead Performance Manager and you will support your operational teams to secure the outcome, removing any obstacles and working with cross channel teams to deliver your KPIs

You will need to have a detailed understanding of performance and drivers of that to playback to the business. Along with the results and reasons, alongside requests or suggestions for changes in order to deliver even better results.

You will need to build strong relationships with your operational managers in the contact centre teams in India in order to understand performance, issues and be able to support the teams to tackle them effectively.

You will need to build good understanding of the operating environment and understand the constraints and help agents optimise the interaction they have with customers

Responsibilities

- You will contribute to managing collections volumes be accountable for these metrics from the teams you manage as well as contribute to managing credit referral
- Be accountable for executing the monthly commission program, suggesting new ideas, agreeing these with your manager and ensuring the payouts remain motivating and engaging for our people while remaining on budget
- Executing any incentive activity, participating and influencing your peers and management to build an incentive that supports both parties KPIs and remains engaging and motivating for agents and managers
- You will contribute towards the monthly KPI setting in order to drive business benefit and balance with operational capability.

To be suitable for this role you will

Have a good track record of being a self starter with good commercial knowledge.
Previously worked in a highly commercially focused team.
Experience of working with contact centers/remote stakeholders.

Please send your CV ASAP!

Project People Ltd is acting as an Employment Business in relation to this vacancy.