Collections Manager
We are looking for an experienced individual to join us in a newly created role, overseeing a department of collections and complaints specialists.
This position requires a leader who can manage and motivate teams in an ever-changing environment and help implement new processes focusing on good customer outcomes.
We seek driven candidates with a strong background in collections, recoveries, arrears, complaints, and relations.
In return, you can expect a competitive salary and a friendly work culture with a fully inclusive benefits package.
Requirements:
* Leading and motivating the Customer Care Hub to optimize performance and encourage professional and personal growth.
* Fostering a positive work environment that encourages teamwork, collaboration, and continuous improvement.
* Overseeing the complaints handling process, ensuring issues are dealt with promptly and efficiently in compliance with relevant regulations and internal policies.
* Supporting the effective management of customers in financial difficulty by championing a customer-centric approach and ensuring high quality levels are maintained across the team.
* Establishing, monitoring, and reviewing key performance indicators and service levels for the Customer Care Hub team.
* Conducting regular meetings with team members to discuss progress, share updates, and plan future actions.
* Liaising with key internal teams, such as Quality Assurance and Compliance, to respond and adapt to changes in regulatory requirements.
Experience you'll gain:
* Leading a dynamic team that plays a pivotal role in delivering good customer outcomes.
* Working in a fast-paced environment that encourages personal development and fosters growth.
* Confidence in making critical decisions and liaising with key stakeholders across the company.
* Building supportive working relationships with senior management and fellow team members.
Key Experience & Skills:
* Strong team management skills with a keen ability to coach, mentor, and develop staff in a regulated work environment.
* In-depth understanding of Consumer Duty and complaint handling regulations.
* Excellent verbal and written communication skills.
* Competencies in project management and cross-company collaboration.
Attributes & Behaviours:
* Proactive and self-motivated, able to work productively under your initiative.
* Ability to develop and maintain strong relationships with team members, promoting an inclusive and positive working environment.
* Strong organization and time management skills.
* Resilience and flexibility in pressurizing work situations.
* Fostering a culture that enables team members to strive and grow.
Our Recruitment Process:
At Toyota Financial Services (TFS), we value everyone and are pleased to be recognized as a Disability Confident Employer, ensuring our processes are accessible to all.
Everyone is unique, and we are happy to adjust our recruitment process to meet your accessibility needs. Please let us know how we can support you.
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