Team Lead Collections & Help Desk
We are seeking an experienced Collections Team Lead to join our Barcelona office. As the Collections Team Lead, you will manage a team of collection specialists to ensure timely and efficient recovery of outstanding debts. This is a hybrid role (2-3 days in the office), reporting directly to the Head of OTC and the office is based in Barcelona (Poblenou)What you'll do:Team Management: Lead, motivate, and develop a team of collection specialists to achieve targets and objectives. Performance Monitoring: Monitor team performance metrics such as collection rates, aging of accounts receivable, and call quality to identify areas for improvement and implement corrective actions. Training and Development: Provide ongoing training, coaching, and feedback to team members to enhance their skills and performance. Strategy Development: Develop and implement collection strategies to optimize recovery rates while maintaining positive customer relationships. Process Improvement: Identify inefficiencies in current collection processes and implement improvements to enhance effectiveness and efficiency. Set up controls and driving change through continuous process improvement. Reporting: Prepare and present regular reports on collection activities, trends, and performance to senior management on a weekly, monthly and quarterly basis. Customer Relations: Handle escalated customer inquiries and complaints, ensuring resolution to satisfaction. Compliance: Ensure compliance with relevant laws, regulations, and company policies governing collections activities. Who you are:+7-10 years in Collections & experience as Team LeadManage all SLAs & KPIs and ensure efficient service delivery. Experience with SAP / S4HANA for Order to Cash processes. Collaborate with a cross-functional team (business functions & OTC FBP)Knowledge about: Debit memos, manage rebates/discounts, credit notes/memos, dunning process, provisioning Bad debt, collections strategy, etc. Drive Quality initiatives in the process to attain measurable positive results. Fluent in English & SpanishExperience in Jira management#J-18808-Ljbffr
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