Job Description

Team Manager M/F

French Leader in debt management & acquisition, iQera helps large companies and financial institutions at every stage of their client financial cycle by combining operational excellence, human and artificial intelligence.
iQera aspires to create the difference through its convictions:

• Achieve the unprecedented
• Play as a team
• Leave a positive impact

More than just resumes, iQera is looking foremost for personalities that will make a difference. The group wants to build a community of collabor’actors that are engaged, atypical and curious to learn, who want to find their path and thrive while giving meaning to their profession.
The Group currently relies on a Tribe of more than 2300 collborar’actors on 13 sites in 6 countries.

Your responsibilities within our Tribe

Management

• Manage and supervise team(s) specialised in Credit Management, with credit controllers, operations specialists and/or cash reconciliation officers:
• Oversee day to day operations by organising daily briefings, meetings or one-to-ones to present the results and to set goals and priorities
• Motivate teams to achieve the objectives
• Train and coach each employee to develop their skills to meet clients' needs.
• Monitor team performance Be responsible for his/her team regarding attendance and discipline where he/she may seek support from management and HR
• Create an inspiring team environment with open communication culture.
• Be part of the decision-making process for recruitment of a member of his/her team(s)

Operations

• Be the contact person for the client for any matter regarding the delivery of the client’s contract
• Ensure KPIs achievement defined by the client and/or internally:
• Analyse and monitor daily activity performance
• Identify anomalies/problems and report any act of abuse or conflict that could cause harm or have legal, moral or commercial repercussions on the company
• Perform regular analysis of operational dashboards in order to comment and ensure compliance with customer objectives
• Be accountable for the debt collection level as set by the client
• Be responsible for the quality delivered by his/her team regarding written and oral communication with the client/debtors of the client/iQera
• Propose ways to improve day-to-day operations and customer satisfaction
• Ensure understanding, training and application of Standard Operations Procedures (SOP or Modus Operandi) defined with the client(s) and written updates of the SOP when changes occur after the implementation phase
• Prepare and lead COREC/COPROD (Comité de Recouvrement/Comité de Production) and/or COPIL (Comité de Pilotage) with the client(s)
• Provide & communicate reports about team productivity and performance
  Ensure proper compliance with company rules and strengthen adherence to company policy
  
  

• Diploma or Bac+2 in Accounting/Management/ACCA Level 2/Mathematics or any other related field
• Excellent written/oral communication skills in French
• Good practical knowledge of Microsoft Excel
• At least 1 year of experience in Management in a BPO environment
• A good knowledge of Debt Collection or Credit Management is a plus
• Analytical capacity: high sensitivity to production indicators
• Leadership abilities
• Strong communication skills and active listening
• Strong human relations
• Customer oriented
• Anticipation and planification
• Quality orientation and results oriented
• Autonomous
• Good team spirit

This positition is available for the Tribe only*