State Head – Collections

JOB PURPOSE:

KEY RESPONSIBILITIES:

1. Implementing Strategy:

o Implement strategic plans for the region to meet collection goals and optimize performance.

o Collaborate with senior management to align state operations with the company’s overall business objectives.

o Regularly assess market trends, debtor behavior, and state economic conditions to adjust strategies.

2. Leadership of Area Managers:

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

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

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

3. Performance Management:

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

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

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

4. Operational Oversight:

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

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

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

5. Escalation Management:

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

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

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

6. Data Analysis and Reporting:

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

o Provide detailed reports to senior management on state performance, challenges, and financial outcomes.

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

7. Compliance and Risk Management:

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

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

o Implement and enforce risk management protocols to safeguard the company’s interests and reputation.

8. Training and Development:

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

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

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

9. Client and Stakeholder Management:

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

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

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

10. Growth and Expansion:

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

o Develop plans for expanding into new markets or regions as part of the company’s growth strategy.

o Recommend resource allocation changes, technology investments, or team expansions to improve overall state performance.

Skills Required:

1. Leadership and Management Skills:

o Exceptional leadership skills with the ability to manage and mentor a large and diverse team of Area Managers and Team Leaders.

o Experience in conducting performance reviews, providing feedback, and implementing development plans.

o Strong decision-making skills, particularly in high-pressure situations.

2. Strategic Thinking and Problem-Solving:

o Strong ability to think strategically, set long-term goals, and implement effective plans to achieve them.

o Excellent problem-solving skills to address operational inefficiencies, underperformance, or client issues.

o Analytical mindset with the ability to make data-driven decisions.

3. Communication and Negotiation:

o Excellent written and verbal communication skills, capable of engaging with senior management, clients, and field staff.

o High-level negotiation skills for resolving disputes, handling escalated cases, and closing significant debts.

4. Technical Skills:

o Proficiency in data analytics, financial reporting tools, and CRM/collections software.

o Ability to manage mobile technologies and systems used for field operations.

o Proficient in Microsoft Office Suite (Excel, Word, PowerPoint) for reporting and analysis.

5. Compliance and Legal Knowledge:

o Strong understanding of debt collection laws, compliance regulations, and industry standards.

o Familiarity with risk management practices and legal proceedings related to debt recovery.

Personal Attributes:

● High level of integrity and professionalism.

● Results-oriented with a focus on achieving and exceeding financial targets.

● Ability to manage high workloads and maintain attention to detail under pressure.

● Adaptable, flexible, and capable of working in a fast-paced environment.