Manager Collections

"We lead the way in meeting the need for flexibility and transparency which our customers increasingly expect."

As a Manager of Collections, Small Ticket
, you will be responsible and accountable for the collection activity across business units including administrative, credit, and dispute management related issues. As the Leader of this team, you will have a variety of priorities including overseeing all outbound and inbound call activity, credit report dispute management, and account adjustment activity administered by the team up until litigation. You’ll oversee all collections processes and innovative tooling and systems used for the collection activities.

Find out more here about how you can unleash your full potential at DLL!

• Define and manage current KPI's including minimizing Inflow, Risk Costs, and Non-Performing Loans while maximizing Collections and Cure Rates. Create standardization where possible for greater operational efficiency across teams.
• Ensure complete and accurate reporting. Effectively present team results to senior management and appropriate stakeholders, using data proactively to identify trends and make business recommendations.
• Ensure early identification of administrative delinquency and adequate management and monitoring of dispute process.
• Ensure prompt and timely adherence to regulatory requirements, policy and procedures, including recognition of credit and administrative issues including dispute management, as well as, elevation of any potential defaults and fraud activities. Align local practices to global standards.
• Manage a quality team of collection professionals by coaching, mentoring and developing via Individual Development Plans, performance management and other activities including ongoing trainings.
• Liaise with Operations, Sales, Program Management and the Risk organization to ensure adherence to Vendor program agreements as needed.
• Enforce effective and proven negotiation skills in order to resolve delinquency and manage non‑performing loans.
• Contribute to Collections & Recovery business plan when necessary.
• Provide guidance to team on customer requests related to contract adjustments including non‑distressed customers.
• Manage flexible capacity and servicing partner relationships.
• Collaborate and coordinate efforts with Compliance on suspicious investigation unit and assist in Litigation & Recovery as appropriate.

• Drive change in your team and support and assist U.S. Head of Collections & Recovery in transformational efforts creating a seamless internal and outsource strategy.
• Adjust current practices to align with latest communication technologies and strategies for Early Cure and Early Recovery of delinquent customers. Ensure readiness of team members, leaders and support change management efforts.
• Use AI model to determine and adjust call strategy and capacity needs, maximizing the early cure rate of the portfolio to control delinquency and the non‑performing loan position.
• Defining and adjusting dunning strategy using new and existing workflow tools.
• Foster a continuous improvement environment using agile ways of working focused on enhancing departmental processes leveraging tooling and technology platforms.
• Liaises with stakeholders and leaders outside of Portfolio Management on transformational initiatives.

• Two working days per year volunteering for a local charity.
• Health and Wellness program including healthy food, free health checks, fun health & vitality activities.
• Flexible hours with possibility to work from home.
• Career development opportunities: online learning, member development programs.
• Click this link for an overview of all the benefits in your region.

• Minimum of Bachelor’s degree or equivalent work experience.
• 5+ years of relevant experience in the financial industry with people management skills.
• 3+ years of leadership experience with hands on experience in coaching, training, delegating and change management.
• A strong understanding of account prioritization using AI models, support systems such as account management software and receivable software.
• Ability to…