Regional Head - Collections - West

KEY RESPONSIBILITIES:

Regional Strategy and Planning:

- Develop and implement strategic plans for the region to meet collection goals and optimize performance.

- Collaborate with senior management to align regional operations with the companys overall business objectives.

- Regularly assess market trends, debtor behavior, and regional economic conditions to adjust strategies.

Leadership of Area Managers:

- Lead, mentor, and manage a team of Area Managers responsible for overseeing their respective teams of Team Leaders and Field Agents.

- Set clear goals, KPIs, and performance expectations for Area Managers and monitor progress.

- Conduct regular performance reviews with Area Managers and provide coaching and guidance to improve their leadership capabilities.

Performance Management:

- Oversee and track the performance of all teams within the region to ensure collection targets are met.

- Review performance data from Area Managers and Team Leaders, identifying trends, areas for improvement, and successes.

- Address underperforming areas by implementing corrective measures, reallocating resources, or adjusting strategies.

Operational Oversight:

- Ensure efficient and cost-effective field operations, including travel, logistics, and resource management for all teams in the region.

- Monitor operational budgets, ensuring adherence to financial plans and optimizing costs without compromising performance.

- Standardize processes across the region to maintain consistency in field operations and collection methods.

Escalation Management:

- Handle high-priority cases or issues escalated by Area Managers, Team Leaders, or Field Agents.

- Resolve disputes or negotiations involving large debts, sensitive clients, or legal concerns.

- Collaborate with legal and compliance teams to handle cases that may require legal action.

Data Analysis and Reporting:

- Analyze data from across the region to identify key performance indicators, trends, and opportunities for improvement.

- Provide detailed reports to senior management on regional performance, challenges, and financial outcomes.

- Use data-driven insights to refine collection strategies and optimize resource allocation.

Compliance and Risk Management:

- Ensure that all collection activities in the region comply with company policies, local regulations, and legal standards.

- Conduct regular audits of field operations to verify compliance and mitigate risks.

- Implement and enforce risk management protocols to safeguard the companys interests and reputation.

Training and Development:

- Work with HR and training departments to develop and deliver training programs for Area Managers, Team Leaders, and Field Agents.

- Ensure that all staff are up-to-date on debt collection laws, ethical practices, and the latest tools/technologies.

- Promote a culture of continuous improvement and professional development within the region.

Client and Stakeholder Management:

- Build and maintain strong relationships with key clients, partners, and stakeholders in the region.

- Act as the senior point of contact for clients or customers with issues related to collections, ensuring their concerns are addressed effectively.

- Collaborate with other departments (finance, legal, customer service) to resolve issues or implement company-wide initiatives.

Growth and Expansion:

- Identify new opportunities to expand field operations or improve collection rates within the region.

- Develop plans for expanding into new markets or regions as part of the companys growth strategy.

- Recommend resource allocation changes, technology investments, or team expansions to improve overall regional performance.