Collections Manager - Spanish Language
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Role: Collections Supervisor
Department: Credit and Collections – EMEA
Reporting into: Regional Manager, Collections
Reporting positions: Collections Analyst
Role main objective:
Provides first line people management, with responsibility for the team’s cash collection activities across a set of EMEA countries; undertakes daily resource allocation and planning for the team, monitoring performance and ensuring compliance to the Company’s credit and collections policies and procedures.
a) Monitors on a daily basis the team’s performance, ensures direct reports meet their individual objectives and perform to established standards. When needed, takes timely actions to coach, develop, and train direct reports in order to be able to fulfill their daily responsibilities to reach the job requirements and needed competencies.
b) Organizes and distributes people at the work places, allocates other resources (e.g. computers, software, desktops, headsets, etc.) and monitors daily activities of the team as planned and scheduled, evaluates and reports status of objective achievement and team results, takes corrective actions within departmental guidelines when needed
c) Participates in the hiring and orientation at work processes;
d) Participates in internal and cross functional projects
e) Contributes to the professional development of the team members, involving them in the necessary activities, trainings and providing tailored support;
f) Should ensure the team members are highly qualified, motivated and efficiently communicate with the other teams ;
g) Evaluates the team members’ performance and makes the appropriate recommendations according to the departmental appraisal standards;
h) Is proactive, contributes with ideas in order to improve the team activities and performance;
i) Performs periodical / ad-hoc reports for the management team and / or other internal customers based on the requests;
j) Acts as first escalation level and solves as quickly as possible, difficult service issues escalated from staff by following company policy;
k) Communicates the Company’s goals & objectives converting them into manageable tasks for the team and ensures their full understanding among team members.
l) Is responsible to ensure the quality standards at the team level are met.
m) Replicates Credit & Collections best practices across countries within the team and ensures that process documentation is continuously updated.
n) Ensures adherence to Sarbannes-Oxley & other guidelines, and supports internal & external audits
o) Builds & maintains long-term relationships with customers & key stakeholders;
p) Creates and implements tactics for his team(s) in alignment with department strategy ;
q) Monitors the Credit and Collection processes, provides advices, adjusts and implements process streamlining and/or changing business process management to better synchronize resources to the benefit of the organization. Responds to business needs by continuously using, maintaining and improving tools and systems specific to business area.
r) Knows and understands the departments’ policies, procedures and processes.
s) In accordance with our organization’s scope and role, fulfills any other task as assigned by his/her direct manager.
Minimum 1 – 2 years similar experience.
II. Formal training:
Undergraduate degree, preferably from a business school
• Fluency in English
• Any other European language would be a plus;
• Excellent written and verbal communication skills;
• Organized and very detail oriented;
• Advanced computer skills (i.e. MS Word, Excel, Adobe, PowerPoint and Oracle applications
• Ability to multi-task, including juggling and prioritizing numerous projects at the same time, often under strict time constraints;
• Ability to maintain composure despite tight deadlines and high demand environment
• Ability to communicate effectively and calmly;
• Ability to make fairly balanced business decisions;
• Results orientation with the ability to get results within tight deadlines;
• Very good negotiating skills.
• Ability to understand and apply the specific Credit & Collections processes and procedures
• Flexibility in work schedule, including availability during evenings, weekends and major holidays