Outbound Collections Director

7 months ago

Cape Town, South Africa MCI Military Recruitment Full time

POSITION OVERVIEW:
**Job Title**: Outbound Collections Director

**Job Type**: Full-time, Permanent

**Location**: Onsite, Cape Town (US hours)

**About Us**:
MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

**Position Overview**:
POSITION RESPONSIBILITIES:
**Key Responsibilities**:

- Develop and implement strategic initiatives to optimize outbound collections performance, maximize recovery rates, and minimize delinquency.
- Lead and oversee all aspects of outbound collections operations, including strategy development, process improvement, and performance management.
- Establish collection goals, targets, and key performance indicators (KPIs) in alignment with organizational objectives, and ensure team members are equipped to meet or exceed these goals.
- Provide leadership, direction, and guidance to the collections team, including managers, supervisors, and agents, to ensure adherence to policies, procedures, and best practices.
- Analyze collection data, metrics, and trends to identify areas for improvement, develop actionable insights, and implement strategies to enhance collections efficiency and effectiveness.
- Collaborate with internal stakeholders such as finance, operations, and legal departments to address complex collection issues, resolve disputes, and ensure compliance with regulatory requirements.
- Foster a culture of continuous improvement, innovation, and accountability within the collections team, encouraging creativity, initiative, and professional development.
- Develop and maintain relationships with external partners, vendors, and industry contacts to stay abreast of industry trends, best practices, and emerging technologies in collections management.
- Prepare and present regular reports, performance updates, and strategic recommendations to senior management and stakeholders, highlighting achievements, challenges, and opportunities.
- Stay updated on relevant regulations, laws, and compliance requirements governing debt collection practices, and ensure the collections team is trained and compliant.

STANDARD QUALIFICATIONS:
**WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?**
- Bachelor's degree in business administration, finance, or a related field; master's degree or relevant certifications preferred.
- Proven experience in debt collection, call center operations, or financial services management, with a minimum of 6-10 years in a senior leadership role.
- Strong leadership, strategic planning, and decision-making skills, with the ability to inspire, motivate, and empower teams to achieve results and exceed performance targets.
- Proven track record of success in driving collections performance, achieving targets, and managing a high-performing collections team.
- Thorough understanding of debt collection laws, regulations, and compliance requirements, with a commitment to ethical conduct, integrity, and professionalism.
- Excellent analytical and problem-solving skills, with the ability to analyze data, identify trends, and make data-driven decisions to improve performance and mitigate risks.
- Effective communication and interpersonal skills, with the ability to interact with diverse stakeholders, build relationships, and influence outcomes.
- Experience in implementing and leveraging collection management software, CRM systems, and other relevant tools to streamline operations and improve efficiency.
- Strong project management skills, with the ability to plan, organize, and execute initiatives on time and within budget.
- Demonstrated ability to thrive in a fast-paced, dynamic environment, prioritize competing demands, and adapt to changing business needs and priorities.
- High level of integrity, professionalism, and ethical conduct in dealing with sensitive customer information and financial matters.

CONDITIONS:

- Must be authorized to work in the country where the job is based.
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
- Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

PHYSICAL REQUIREMENTS:
This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up

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