What will your role be?

• Develop and implement strategic plans for improving the performance of departments.
• Supervise and assist department managers and team leaders, providing guidance, training, and performance evaluations.
• Foster a collaborative work environment and facilitate communication between departments to improve overall operations.
• Ensure compliance with company policies, industry regulations, and legal requirements, while managing risk.
• Set and monitor KPIs, track performance metrics, and implement performance improvement strategies.
• Optimize operational processes to enhance efficiency, reduce costs, and improve employee satisfaction.
• Develop and implement training programs to ensure continuous improvement and adherence to best practices.
• Prepare regular reports on operational performance and analyze data for trends and insights.
• Collaborate with cross-functional teams to align operational strategies and streamline workflows.

Requirements:

• At least 4 years of experience in a leadership position, specifically in managing call centre, back office, or legal operations.
• Proven track record of managing teams and enhancing operational performance.
• Strong understanding of debt collection processes and legal compliance in the relevant jurisdiction.
• Solid experience with performance metrics, KPIs, and reporting.
• Fluency in English is advantageous (both written and spoken).
• Ability to thrive in a fast-paced environment, managing multiple priorities and deadlines.
• Excellent communication skills and the ability to work collaboratively with internal teams, clients, and legal partners.
• Strong analytical and problem-solving abilities, with a focus on improving operational efficiency.

Skills:

• Understanding of legal regulations and industry standards, particularly related to debt collection and back office functions.
• Analyzing data, identifying trends, and using insights to drive improvements.
• Skilled in Microsoft Office (Excel, Word, PowerPoint) and familiar with operational software.
• Ability to tackle complex issues, identify solutions, and ensure a smooth workflow across departments.
• Capable of developing and executing operational strategies to improve performance and meet business objectives.
• Ensures high standards in operational processes and legal adherence.