Manager, Collections

Role Purpose:

The role is a subject matter expert who will be responsible to manage and lead
the team and will be responsible for all end-to-end collection activities.
This role will also oversee collections related to larger/significant accounts
primarily based out of WR Region. He/she plays an integral role in supporting
the decision-making process through efficient and accurate reporting of
payment plans, legal escalations, write-offs … etc. The Collections Lead will
be the final negotiator for all collections activities before escalating to
senior management.

The role plays an integral role in establishing relations with tenants
(onboarding new tenant staff and new tenants), external parties, and internal
stakeholders to ensure a proactively management of debt collection and
resolving issues as they arise.

Role Details - Key Responsibilities and Accountabilities:

Key Tasks:

• Directly lead the accounts collection team in WR Region


• Provide matrix leadership over the Collections Department / Team towards delivering best practice processes; and to interact effectively and professionally with the tenants and other departments in SMBU.


• Lead the Collections Department / Team to ensure all collections activities are diligently carried out, and any processes in place are complying to existing company policies and guidelines.


• Manage and monitor all accounts receivables collections and tenant credit activities.


• Build and maintain a strong relationship with key staff at assigned tenants to ensure timely collection and issues addressing and solving.


• Ensure efficient coordination with internal stakeholders "Finance, Shared Services, Leasing, Malls Management, LCM and Legal" on collections related matters.


• Work closely with legal department on payment plans, collection form tenants who are under litigation and manage / review all statements of accounts provided to legal by Shared Services to ensure the accuracy and consistency.


• Communicate and resolve all billing, account receivables, reporting, and control issues.


• Review / recommend / approve (along with other approvers as per DoA) all Legal escalations.


• Review / recommend / approve (along with other approvers as per DoA) all payment plans.


• Review and approve (along with other approvers as per DoA) penalties waiver.


• Review and approve (along with other approvers as per DoA) payments deferments requests.


• Identify and recommend improvements in the policies and procedures related to tenant's relation and collections.


• Lead, coach, and mentor the collection team members to ensure appropriate bench building, KPIs establishing, and functional excellence.


• Will be responsible for the Talent Acquisition of all account-based collections staff, and work with GMs to effectively manage local collections staff


• Conduct regular skills gap analysis and competences assessments for the team to identify areas for improvement, design appropriate development plans/trainings, and properly allocate the jobs to the resources with appropriate skill sets.


• Perform regular constructive coach and feedback sessions to ensure the team members are familiar with and demonstrating MAF's values and leadership model.

Control & Stewardship
* Work with Shared Services to reconcile and analyze tenant accounts for outstanding amounts, advance, and deposits. Identify and resolve all cases of dispute.
* Liaise with Shared Services to ensure billing of applicable tax laws and regulations especially VAT.
* Monitor Collections KPIs at mall, country, and region level.
* Report weaknesses in the internal control system in the country / region. Identify improvements, and accordingly recommend preventive/corrective procedures.
* Recommend enhancement to systems - collection tool where applicable.
* Ensure all internal/external audit control requirements are completed on a timely basis

Compliance
* Ensure that collections and follow ups with tenants are following local regulations and MAFP applicable policies and procedures.
* Ensure compliance with applicable tax laws.
* Ensure achievement and compliance with targeted KPIs for the Account Receivables are tracked and communicated properly.
* Establish internal KPIs to improve the efficiency and optimize performance.
* He will ensure their team and the local teams' compliances to MAF SOPs/P&Ps, review and report on collections efforts, and be the primary point of contact for the SMBU Leadership team.
Analysis & Reporting
* Ensure proper preparation and review of all summary reporting related to UAE, Oman, and Bahrain regions
* Analyse AR performance indicators of the shopping centres, comparing them with pre-set targets and with previous years, partnering with Finance to help set annual KPIs.
* Revise reports format, eliminate overlapping, re-group reports and unify the reporting process across the region.
* Provide assessments and direct feedback on actual and planned collections to senior management

Functional/Technical Competencies

• Ability to lead, train and develop team


• Ability to coach and mentor multi-site local collections teams


• Advanced negotiations skills in an account management/B2B setting


• Advanced understanding of collections processes, including strategy, solutioning, KPIs, and local regulations


• Should possess excellent interpersonal and communicates skills


• Ability to work through complex approval processes to ensure compliance with MAF SOPs/P&Ps


• Understanding of real estate leasing processes and direct impacts on collections


• Abe to communicate effectively to senior leadership, and prepare written requests for approvals


• Intermediate understanding of IFRS accounting for revenue/leasing


• Extensive knowledge in computer applications (especially MS Excel) and business solutions software skills.


• Experience in working with Yardi and Salesforce is a plus.

Personal Characteristics and Required Background:

Personal characteristics
* Should possess a high degree of efficiency and integrity.
* Should be results oriented and possess attention to detail.
* Ability to manage workload and work under pressure.
* Desire to coach and mentor junior collections staff (that do not report directly to this role)
* Detail oriented and self-motivated team player.

Minimum experience
* Minimum of ‎10 years' experience in Accounting Management Role.

Minimum Qualifications/education
* Bachelor's degree in accounting or finance.