Manager, Collections

Principal responsibilities

• Lead, plan and co-ordinate a wide range of projects, including offshoring migrations, process reviews, system and manpower related issues to ensure the smooth delivery of credit collection services
• Provide day-to-day oversight and performance management of the offshore China calling operation, including productivity, quality, dialler/call allocation effectiveness, queue management, and adherence to agreed service levels (SLAs/KPIs).
• Monitor compliance and conduct risk across offshore calling activities to ensure alignment with Group standards, local regulatory expectations, data/privacy requirements, and fair customer treatment principles; promptly escalate issues and drive remediation actions.
• Provide prompt recommendations on credit policies and collections strategy to respond to changing market conditions, portfolio trends, and customer behaviour, ensuring the calling approach remains effective and responsible.
• Initiate and manage legal proceedings against debtors by instructing external solicitors/counsel and ensuring cases are progressed within agreed timelines and budgets.
• Handle and manage external solicitor firms (Third-Party management), formulate guidelines for law firms and ensure their adherence to Group, HASE and regulatory guidelines
• Liaise with the Official Receiver's Office / Outside Trustee on bankruptcy related matters
• Motivate team members and provide adequate training and job rotation opportunities