Management

Manage and supervise team(s) specialised in Credit Management, with credit controllers, operations specialists and/or cash reconciliation officers:
Oversee day to day operations by organising daily briefings, meetings or one-to-ones to present the results and to set goals and priorities
Motivate teams to achieve the objectives
Train and coach each employee to develop their skills to meet clients' needs.
Monitor team performance Be responsible for his/her team regarding attendance and discipline where he/she may seek support from management and HR
Create an inspiring team environment with open communication culture.
Be part of the decision-making process for recruitment of a member of his/her team(s)

Operation

Be the contact person for the client for any matter regarding the delivery of the client’s contract
Ensure KPIs achievement defined by the client and/or internally:
Analyse and monitor daily activity performance
Identify anomalies/problems and report any act of abuse or conflict that could cause harm or have legal, moral or commercial repercussions on the company
Perform regular analysis of operational dashboards in order to comment and ensure compliance with customer objectives
Be accountable for the debt collection level as set by the client
Be responsible for the quality delivered by his/her team regarding written and oral communication with the client/debtors of the client/iQera
Propose ways to improve day-to-day operations and customer satisfaction
Ensure understanding, training and application of Standard Operations Procedures (SOP or Modus Operandi) defined with the client(s) and written updates of the SOP when changes occur after the implementation phase
Prepare and lead COREC/COPROD (Comité de Recouvrement/Comité de Production) and/or COPIL (Comité de Pilotage) with the client(s)
Provide & communicate reports about team productivity and performance
Ensure proper compliance with company rules and strengthen adherence to company policy

Team Manager

Description du poste