Operations Manager Debt Collection

MISSION :

The Operation Manager - B2B debt Collection is responsible to oversee develop and execute the end-to-end operational strategy and processes for B2B debt collection ensuring efficient recoveries strong client outcomes and compliant scalable operations.

MAIN RESPONSIBILITIES:

Operational Strategy & Execution

• Own and execute the collections operational strategy aligning people process and systems to recovery and client outcomes
• Translate strategic objectives into day-to-day operational plans and workflows
• Drive continuous improvement across collections processes automation and controls

Collections Operations Management

• Manage the collections system(s) including configuration workflow optimisation and reporting
• Oversee the allocation and management of debt loads across portfolios teams and queues
• Design initiate and manage structured dunning strategies across the customer lifecycle
• Manage and prioritise collection queues to maximise recovery rates and operational efficiency

Performance Management & Optimisation

• Monitor operational performance against KPIs SLAs and client requirements
• Analyse recovery performance cycle times and cost drivers to identify improvement opportunities
• Implement process improvements to enhance productivity quality and scalability

Workforce Planning & Capability

• Lead workforce planning to ensure appropriate resourcing aligned to portfolio volumes and complexity
• Set operational targets and support team leaders in performance management and coaching
• Ensure operational capability keeps pace with growth and client demand

Quality Assurance Risk & Compliance

• Own quality assurance frameworks to ensure consistent compliant and high-quality collections activity
• Ensure adherence to all relevant regulatory legal and client-specific compliance requirements
• Identify and mitigate operational compliance and reputational risks

Client & Stakeholder Outcomes

• Support strong client outcomes through reliable transparent and effective collections operations
• Partner with client-facing teams to ensure operational delivery meets client expectations
• Manage and maintain relationships with external law firm partners overseeing the referral progression and performance of legal debt matters to ensure optimal recovery outcomes cost control and compliance.

Qualifications :

• Proven experience in B2B debt collection or credit operations at an operational management level
• Strong understanding of collections systems workflows and dunning strategies
• Demonstrated ability to drive operational performance and continuous improvement
• Experience with workforce planning QA frameworks and regulatory compliance
• Commercial mindset with a focus on efficiency outcomes and client value

Additional Information :

• Hybrid working model after the first month
• Great place to work: central and modern office 
• Opportunities to learn: budget every year for training languages platform e-learning platform dedicated development program
• Career opportunities: Opportunity to build your career (both locally and internationally) in a large global company one of the world leaders in its field

Remote Work :

No

Employment Type :

Full-time