Job Description

What You'll Do:

•Lead and develop a collections team, fostering a high-performance culture.

•Oversee outsourced collections activities, ensuring quality, compliance, and operational excellence.

•Manage complex collection cases, escalations, and customer issues.

•Deliver coaching, onboarding, and process training to employees and partners.

•Analyze KPIs, identify improvement opportunities, and implement effective collection strategies.

•Partner with internal stakeholders and external service providers to achieve business goals.

•Drive process optimization, digitalization, automation, and continuous improvement projects.

In this role, you will be responsible for managing a team of approximately 16 Collection Agents, organized across different levels of seniority and responsibilities. In addition, you will work closely with several support functions, including a Quality Evaluator, Trainer, Risk & Compliance & Knowledge Manager, as well as the broader Operational Management Team.

Requirements:

•Experience in Collections, Accounts Receivable, or Credit & Collections.

•At least 1 year of experience leading or supervising a team.

•Proven experience in managing KPIs and driving operational performance.

•Experience handling escalations and resolving complex collection and debt recovery cases.

Benefits:

•benefits package includes private health insurance, Easter and Christmas bonuses, performance bonus, Bookster access, vision glasses reimbursement, as well as fidelity and referral bonuses, and a monthly allowance loaded onto the MyBenefits platform.

Permanent contract.