Team Lead Collections
hace 3 semanas
We are looking for an experienced Collections Team Lead to join our Barcelona office. As the Collections Team Lead, you will manage a team of collection specialists to ensure timely and efficient recovery of outstanding debts.This is a hybrid role (2-3 days in the office), reporting directly to the Head of OTC and the office is based in Barcelona (Poblenou)
What you'll do:
Team Management: Lead, motivate, and develop a team of collection specialists to achieve targets and objectives.
Performance Monitoring: Monitor team performance metrics such as collection rates, aging of accounts receivable, and call quality to identify areas for improvement and implement corrective actions.
Training and Development: Provide ongoing training, coaching, and feedback to team members to enhance their skills and performance.
Strategy Development: Support in developing and implementing collection strategies to optimize recovery rates while maintaining positive customer relationships.
Process Improvement: Identify inefficiencies in current collection processes and implement improvements to enhance effectiveness and efficiency, in line with the overall strategy. Set up controls and drive change through continuous process improvement.
Reporting: Prepare and present regular reports on collection activities, trends, and performance to senior management on a weekly, monthly and quarterly basis.
Customer Relations: Handle escalated customer inquiries and complaints, ensuring resolution to satisfaction.
Compliance: Ensure compliance with relevant laws, regulations, and company policies governing collections activities.
Who you are:
+2-5 years in Collections & experience as Team Lead
Excellent credit management proficiency and good numeracy skills
Considerable experience of negotiating directly with customers and solving difficult disputes
Experience in SAP / S4HANA, excel pivot tables, data analytics and workflow tools. Experience in Jira management is a plus
Change management experience in an international organization
Self-motivated and detailed oriented with strong interpersonal, communication and organization skills
Team player and demonstrated experience collaborating with a cross-functional team (Business functions, OTC Business partner, BPO)
Fluent in English & Spanish
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