Senior Client Relations Manager
2 weeks ago
The Head of Client Relations and Collections is a pivotal role at Dananda Talent, overseeing the strategic direction and operational effectiveness of the Client Relations and Collections department. This position involves developing and implementing strategies that align with institutional goals, fostering a positive work culture, and ensuring optimal performance in both collections and academic support functions.
Key Responsibilities:- Strategic Leadership: Set and communicate the vision and strategy for the Client Relations and Collections department, ensuring alignment with institutional goals.
- Process Improvement: Develop long-term plans to balance collections and academic support goals effectively, streamlining processes for both departments.
- Collaboration and Communication: Collaborate with finance, academics, and other departments to ensure smooth operations, and introduce tools and systems to increase efficiency and productivity.
- Team Leadership: Mentor and develop Collections Managers, ensuring their teams meet goals, and monitor performance metrics related to collections recovery rates and student academic support outcomes.
- Stakeholder Management: Regularly review team performance, adjust strategies as needed, and manage high-level escalations related to collections and student academic issues.
- Bachelor's degree in business administration, Finance, Education, or a related field; a Master's degree is preferred.
- Minimum of 7 years of experience in a leadership role within client relations, collections, or a related field.
- Proven track record of developing and implementing successful strategies.
- Strong organizational and multitasking abilities.
- Ability to work collaboratively across departments.
- Proficiency in relevant software and systems used in collections and academic support.
- Commitment to maintaining confidentiality and professionalism.
- Knowledge of legal regulations and ethical standards in collections.
Competencies: Leadership and Strategy (30%), Process Improvement and Integration (20%), Team Leadership and Development (25%), Performance Management and Reporting (15%), Stakeholder Management and Escalation (10%).
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