Collections Operations Manager

Webhelp UK
09 Apr 2017
09 May 2017
Contract Type
Full Time

Collections Operations Manager


Webhelp UK, have an exciting opportunity for a Collections Operations Manager to join us in our Sheffield site paying a salary of up to £35,000 plus excellent benefits package.

You will be responsible for actively supporting, leading and developing your team within an environment of continuous improvement through the use of feedback, coaching, training and other development activities. You will work closely with the operational groups in order to ensure the delivery and implementation of all client & company requirements in order to develop all aspects of the contact centre.

Experience of working within an FCA regulated collections environment would be essential to perform within this role.

As a Collections Operations Manager, what kind of responsibilities will I have?

  • Manage, lead and develop employees through direct line reports by defining and actively encouraging management best practice.
  • You will be responsible for all direct customer contact for a consumer credit collections portfolio (revolving credit / fixed term loans)- this will cover all inbound and outbound phone / letter / email collections activity
  • Ensure consistency across all sites in relation to client processes and procedures.
  • Maintain and improve all areas of operational performance through setting and reviewing KPI and agreeing recovery and action plans.
  • Responsible and accountable for the successful delivery of the agreed targets and goals for the Contact Centre.
  • Ensure timely and accurate performance reports are prepared and ready for client reviews.
  • Work proactively with the training team on the delivery of adequate and sufficient briefing and training to agents and team leaders to meet campaign requirements

As a Collections Operations Manager what skills & experience will I need?

  • Excellent communication and influencing skills.
  • Experience of working within an FCA regulated collections environment including in depth knowledge of Treating Customers Fairly considerations.
  • Ability to manage to scale.
  • Understanding of contact centre practices and technology.
  • Demonstrable leadership and management skills gained in a customer-focused environment.
  • Understanding of business planning and objective setting skills.
  • Experience of process, service and people development.
  • Results focused and committed to the values surrounding outstanding service delivery.