Sr. Manager, Collections (Front End Collections)

About the Role The Sr. Manager, Collections (Front End Collections) leads the retail and small business collections operation in early delinquency stages for all countries supported by the Hub. The incumbent is responsible for developing, executing and measuring the effectiveness of collections strategies to maximize results and minimize account roll forward to higher delinquency buckets, leveraging all available contact channels. What You'll Do

• Ensure team objectives are met by implementing and adhering to the CIMA Collections Framework and Operating Disciplines
• Frequently review KPIs, work queue penetration, cash collected, account roll cures, roll backs, and roll forwards
• Ensure the team acts in a timely manner to identify risks, enabling prompt action to minimize losses; ensure collection activity is conducted through the appropriate contact channels
• Coach and develop staff to handle collection activity on complex accounts as required
• Ensure capacity is in line with current and forecasted account volumes, coverage for rotation, leave of absences, and vacations
• Utilize approved authority limits to expedite and optimize recoveries through the use of Loss Mitigation Tools, automatic funds withdrawals, etc.
• Ensure delinquent accounts are assigned for collections activity and receive the right treatment in line with risk segmentation and operational strategy
• Ensure 3rd party suppliers perform as per expectations, SLAs and code of ethics, identifying the suppliers that do not meet expectations, and making recommendations
• Ensure Due Diligence is completed for all third parties supported by the Hub
• Assist in the review and analysis of delinquent portfolios in order to identify/correct potential problem situations
• Analyze daily staff performance, KPIs, payment trends, Loss Mitigation Tools volumes, account movements through different collections buckets, etc.
• Develop, proposing, and implementing action plans to address new trends and deficiencies
• Recommending appropriate changes to policy and procedures to maximize recovery of delinquent accounts
• Participating in the preparation of delinquency and loan loss objectives as required
• Assist with the control of the business objectives of the Unit ensuring operational effectiveness: capacity planning exercises, day to day resource management, including natural staff turnover, illnesses, vacations aligned to account volumes and delinquent account queues What We're Looking For
• Experience leading front-end collections for retail and small business portfolios
• Ability to develop, execute and measure collections strategies to maximize recoveries
• Knowledge of the CIMA Collections Framework and Operating Disciplines
• Strong KPI focus with data-driven decision making and analysis of performance, trends, and volumes
• Experience managing internal teams and third-party collection agencies with SLAs and code of ethics
• Due diligence experience for third-party providers
• Capacity planning and resource management skills
• Effective communication and coaching abilities to develop staff Nice to Have
• Experience with Loss Mitigation Tools and automated recovery methods
• Familiarity with delinquency and loan loss objective planning Compensation & Benefits
• (Not specified in the posting)