Collections Team Manager

Job Description

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Travel Percentage : 0% About the Team: Our Collections team is part of the Global Revenue Merchants Operations and provide support to our Global Business customers, managing accounts with a strong focus on cash collection and aged debt clearance. Youll be part of a high performing, fast-paced teamwho always strive to exceed cash and quality targets whilst operating in line with FCA, DPA and Banking Code Regulations. What youll be doing: We are looking for a Collections Team Leader to join a strong and high performing team based in Manchester. As a member of the Global Collections management team, you will manage and coach a team of early-stage Collection Advisors, ensuring operational excellence, productivity and cost-effective management within the team. We will look to you to motivate and energiseyour team to exceed their targets, you will also play a key role in the delivery of initiatives forming part of our Global Collections roadmap.

• Manage a key delinquency collections team - management including individual performance management, coaching, setting weekly/monthly targets
• Oversee the successful achievement of executive, departmental and business targets such as service levels and customer outcome metrics
• Providing team members with regular feedback and holding 1 to 1s, KPI reviews and call shadowing sessions
• Developing your team and setting long term progression goals to enhance their career
• Providing a quality orientated, highly focused service to all internal and external stakeholders which meets all aspects of the Quality Assurance framework
• Customer complaints - ensuring our team is focused on delivering a first contact resolution on all calls and where necessary handle and resolve escalated issues
• Ensure that all aspects of regulatory compliance and internal FIS processes are adhered to and excellent customer service is consistently achieved
• Adhoc change requests & projects & Identify areas for improvement
• Creating and occasional delivery of training
• Scheduling & queue management
• Support and work with the Senior Collections Leaders with planning and initiatives on a short, medium and long term roadmap
• Manage and be point of contact for key projects/change within the team
• Reporting - working with MI to finalise Advisor/department cash KPIs

What youll bring:

• Experience within Collections and/or Recoveries
• Experience managing people
• An understanding of how to coach, mentor and inspire people from a wide range of backgrounds
• Ability to work under pressure comfortable working on multiple priorities whilst maintaining quality of work
• Excellent communication skills, with natural interpersonal and leadership skills with a high degree of self-awareness, confidence and resilience
• Great attention to detail, and ability to use technology in the workplace
• The drive to know your figures and you are quickly able to analyze and interpret KPIs
• Experience of operational/call centre KPIs including forecasting and capacity planning
• A collaborative and inclusive approach to how you work within a team
• The ability to be hands on and roll your sleeves up when required
• the personality to be comfortable working alone and also in large groups

Added bonus if you have:

• Experience in managing and running projects

What we offer you:

• Competitive salary
• A fantastic range of benefits including private medical cover, gym flex and monthly reimbursements for well being related activities
• Varied and challenging work to help you grow your technical skillset
• A work environment built on collaboration, flexibility and respect

Privacy StatementFIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice . Sourcing ModelRecruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsiblefor any related fees for resumes submitted to job postings, our employees, or any other part of our company. #pridepass