Senior Manager - Collections & Finance Operations
8 months ago
We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place whe..
We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
POSITION DESCRIPTION
SENIOR MANAGER, COLLECTIONS & FINANCE OPERATIONS
Metro Manila, Philippines
Reports to: Retail Collections Manager, Vocus (Australia)
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We’re an award-winning global outsourcer providing a suite of contact centre and back office services. We’re proud of our success as Australia’s largest outsourcer to the Philippines and as our Senior Manager, Collections & Finance Operations you’ll continue to drive success for our accounts through leading people and projects for the campaign whilst promoting continuous improvement in a high-performance culture.
A SNAPSHOT OF YOUR ROLE
- Oversight of call centre performance with key focus on collection targets and reducing delinquency on a receivables portfolio of over $50m
- Coaching and mentoring Team Leaders reporting to the role, with an emphasis on facilitating their development and their ability to generate improvements in team quality, efficiency and effectiveness
- Modelling and actively promoting a culture of innovation, challenging the status quo to ensure the business continues to grow and evolve
- Effectively leading the team with a collaborative approach that promotes team synergy and improves staff engagement
- Overseeing operational systems and processes, while actively seeking opportunities for innovation to drive achievement of business objectives
- Anticipating and tracking operational risks and trends to provide strategic solutions, optimising processes and their execution
- Raising and addressing issues and conflicts, removing barriers, resolving issues of medium complexity involving stakeholders and escalating to appropriate level when required
- Managing day to day operations within the Collections department, including recruitment, training, development, engagement, retention, performance of the team, and any changes to the operating model as required
- Effectively managing budgets and resource schedules
- Together with AU leadership, playing a significant role in long-term planning, project status reporting, and effectively driving change management and process improvement initiatives
- Completing reasonability testing and information validation prior to circulating findings and recommendations to key stakeholders
- Working closely with the management team to ensure all operational, administrative, and regulatory/compliance functions are being properly executed
- Seeking and responding to feedback with prompt and appropriate actions to deliver improvement
- Collaborating with team members and stakeholders to ensure seamless business execution, reinforcing positive morale, and upholding company values
- Overseeing and reporting weekly, monthly, quarterly, and annual metrics, providing thorough analysis and subsequent action planning
- Establishing and maintaining strong stakeholder relationships, and acting as point of contact for IT, BI, CC&OE, HR and other support functions
A BIT ABOUT YOU
- Strong leadership and influencing skills, with demonstrated experience in developing and leading high performing teams
- Minimum 5 years’ management experience, running a critical business function with multiple teams, products and operating requirements. Process transformation experience is required.
- Proactive, strategic thinker with an innovative approach
- Proven experience in effective coaching and development of emerging leaders
- Detail oriented and analytical, able to interpret data, identify trends, and make suggestions for improvements
- Methodical approach to problem-solving, with tenacity to work continuously toward a suitable solution
- Excellent decision-making skills, backed up with the ability to justify reasoning and take accountability for results
- Ability to work with confidential and time sensitive issues
- Ability to plan, organise, track and coordinate initiatives
- Must possess a professional, courteous, and resilient attitude
- Proven track record of meeting targets and delivering tangible outcomes
- Excellent interpersonal communication and organisational skills
- Ability to build productive business relationships with peers, direct reports and stakeholders.
WHAT SUCCESS LOOKS LIKE
- Individual and portfolio Key Performance Indicators at or above target
- Engaged and enthusiastic teams
- Reduced attrition and absenteeism
- Strong relationships within Acquire, with Vocus leadership and with other stakeholders
- Completion of initiatives within required timeframes
- Improved efficiency and effectiveness of team members
- Reduction in Telecommunications and Energy Ombudsman complaints
WHAT WE VALUE
We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:
- Collaboration
- Impact
- Passion
- Transparency
Join the A-Team and experience the A-Life!
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