Head of Collection & Customer Service

Our client, is a thriving company specializing in hire-purchase services. We are currently in search of skilled professionals to join our team for the specified position.

• Lead and manage the entire division to ensure operational efficiency and alignment with company objectives.

• Supervise the utilization of Customer Relationship Management (CRM) systems to bolster customer engagement and retention.

• Analyze and manage the company's portfolio, strategizing and executing optimal collection methodologies.

• Oversee the operations of Debt tracking contractors, ensuring adherence to service contracts, company policies, and legal requirements.

• Develop criteria for selecting outsourcing partners, establish fee structures, and oversee expense reimbursements in line with service agreements.

• Direct the litigation process for civil and criminal cases, from negotiation to execution, ensuring compliance with legal protocols.

• Monitor auction outcomes for repossessed assets, debt collection statuses, and legal proceedings.

• Track progress on vehicles seized in criminal investigations by government agencies.

• Provide comprehensive summaries of departmental operations, highlighting any issues or risks for relevant stakeholders.

• Enhance complaint resolution procedures, investigating root causes and facilitating timely resolutions.

• Collaborate with cross-functional teams to align customer relations strategies with overarching business goals.

• At least 10 years of experience at the executive level within the hire purchase industry.

• Proficient understanding of relevant legislation including Hire-purchase laws, Collection practices, Litigation procedures, and Car auction protocols as outlined by the Office of the Consumer Protection Board and Debt Collection Act.

• Knowledge of automotive technologies, including cars, engines, and associated components, as well as expertise in asset appraisal.

• Proven leadership abilities characterized by a strong sense of responsibility, adeptness in providing consultancy, and adept problem-solving skills for teams.

• Capable of thriving in high-pressure environments with a positive attitude and a service-oriented mindset.

• Willingness and ability to work in various provinces and possess a valid driving license.