Team Manager – Debt Collection

About Regus
IWG has been at the forefront of the flexible workspace revolution for more than 30 years. We have made it possible for organisations and individuals everywhere to take a new approach to the traditional working day. We have over 3,400 locations across over 110 countries allowing millions of people every day to have a great day at work. 

Our customers are start-ups, small and medium-sized enterprises, and large multinationals. With unique business goals, people, and aspirations. They want workspaces and communities to match their needs. We provide them with choice through our portfolio of brands (Regus, Spaces, HQ, Signature, No18), covering serviced offices, commercial real estate brokerage and managed office solutions. 
Join us at www.iwgplc.com  

Job Purpose
Looking for a fast-paced job where you get to utilize your strong leadership skills and financial acumen? Join our team as a Collections Manager and lead our collections department, ensuring that cases are handled appropriately and according to company policy. With your excellent organizational skills, you will oversee a team of hard-working collection staff members to communicate with clients who owe money and increase the percentage of successful repayments. Foster team unity as you build relationships while working closely with your team and fellow managers to continually reach department and company-wide business goals.

Key Responsibilities

• Oversee the collection of outstanding invoices to minimize profit loss while ensuring both out-of-court and small claims collection cases are handled appropriately, per company policy and in line with legal/local country requirements.
• Manage strategies to hit portfolio targets, including but not limited to: incentives, training/coaching on negotiation, call campaigns, account segmentation & prioritization, testing new campaign approaches, and evaluating/creating business case for technology improvements.
•  Drive and manage the end-end-end small claims collection process, from filing cases through to court hearings, judgement and enforcement.
• Recruit, hire, train, coach, mentor and evaluate staff members within the collections department to ensure a sufficient number of staff members are available to handle the workload.
•  Develop goals that complement the overarching business goals of the company and coordinate staff to continually meet and exceed goals.
• Act as an escalation point for the team to negotiate settlements and payment plans with customers.
• Drive an authorize financial settlements with customers.
• Run reports and analyze data pertaining to the team’s performance. Prepare regular feedback reports on payment collections.
•  Monitors call reports to make sure collectors are making enough phone contacts each day.
• Exceeds country-level recovery rate and cure rate targets on a monthly basis.
• Work closely with Global Collections Director to lead the team and implement strategies and process changes as necessary.
•  Complete any administrative tasks as required for the efficient running of the team’s activities.                                                       

Qualities

• Commercial awareness.
• Persistent and goal oriented.
• Organised.
• Strong attention to detail.
• Self-motivated and taking ownership.
• Intelligent and analytical.

Qualifications 

•  Excellent leadership, motivational and relationship building skills.
• Strong interpersonal skills and ability to manage a team successfully.
• Ability to drive and manage complex caseloads through to completion.
• Solid organisational skills, including the ability to prioritise and multi-task in a demanding environment.
• Self-starter who can work with direction but little supervision.
• Excellent written and verbal communication skills.
• Strong working knowledge of Microsoft Office, in particular Excel and PowerPoint.
• Willingness to go beyond the job description to meet business goals.
• Fluent in English.

Experience

• At least 2 years of experience in a team manager role, preferably in a multilingual call center environment.
• At least 4 years of experience with debt collection or credit control.
• If possible, 2 years of experience with legal debt collection, preferably in a role that involved filing/handling/managing claims.

What’s in it for you

• Base salary + an attractive bonus plan!
• Permanent contract
• Flexible Hybrid work Model (work both in the office with colleagues and from home)
• Work/life balance - 40 hours per week, from Monday to Friday.
• 23 vacation days per year and Spanish public holidays and a day off on your Birthday!
• Annual Personal time off and paid medical time
• Restaurant voucher card (can be used in most restaurants in Spain!)
• Optional private medical insurance at an advantageous company rate
• Opportunity to work in a multinational and diverse environment with a variety of over 30 nationalities.
• Fun and central work environment with a leisure room with table tennis, table football and much more to enjoy with your colleagues!
• Growth opportunity within a Global Company with 3,500 locations in 120 countries.