Regional Head of Collections

Regional Head of Collections

About the role
IWG currently has an opening a Regional Head of Collections to support
creating and building a best-in-class credit control platform to successfully
recover debt across a region. As Regional Head of Collections you will lead
our collections department that is responsible for recovering a portfolio of
customers debts. With your excellent performance management skills, you will
execute the company collections strategy and drive a team of ‎30+ collections
professionals to increase the percentage of successful debt recoveries. We
offer great benefits including a competitive salary and bonus plan. If that
sounds like you, read on to find out more!

Job duties
* Lead and motivate a team of ‎30+ collection professionals including collections team leads, credit controllers and legal collection specialists
* Implement IWG's collections strategy and process within the regional credit control and legal collection teams.
* Coach and performance manage the credit control and legal collection teams to drive the collection of overdue invoices and agreement value.
* Develop strategies to boost recoveries, including but not limited to: call campaigns, account segmentation & prioritization and training/coaching initiatives.
* Develop goals that complement the overarching company objectives and manage staff to continually meet and exceed targets.
* Drive and authorise financial settlements and payment plans with customers.
* Drive and manage both a small claims and high court litigation collections process, from filing cases through to (virtual) court hearings, judgement, and enforcement.
* Ensure both out-of-court and legal collections cases are handled timely, appropriately, per company policy and in line with legal/local country requirements.
* Hire, train, coach, mentor and evaluate team members within the collections department.
* Own all reporting and analyse data pertaining to the team's performance. Prepare and deliver regular updates on regional and team performance.
* Perform other duties and projects as assigned to build a world class debt function

Requirements
* Excellent leadership, motivational and relationship building skills.
* Strong interpersonal skills and ability to performance manage remote teams successfully.
* Strong debt collection or sales skills, including clear communication, firmness and persuasiveness in negotiation, quick thinking, objection handling and the ability to remain flexible and calm under high pressure.
* Basic knowledge of light accounting tasks (performing statement of accounts reviews, etc.)
* Solid organisational skills, including the ability to manage complex caseloads through to completion and prioritise and multitask in a demanding environment.
* Self-starter who can work with direction but little supervision.
* Team builder who recognises the importance of the team.
* Willingness to go beyond the job description to meet business goals.
* Working knowledge of Microsoft Office Suite, including Word, Excel, PowerPoint and Outlook.

Competencies
* Commercial awareness: Understands the impact of financial performance on business results and how own actions impact the bottom line.
* Takes ownership: Accepts accountability, uses own initiative, and works proactively to drive team and company performance.
* Persistent: Goes the extra mile to ensure debts are collected timely and successfully.
* Analytical and intelligent: Has the ability to analyse performance related metrics and utilise the insights in performance discussions.
* Attention to detail: Ensures that all relevant details are accurately assessed when reviewing performance, (legal) case documentation and opportunities, and when negotiating with customers.
* Shows care: Is committed to creating strong working relationships with colleagues, acts with integrity and strives to act in the best interests of the organisation and team.
* Good communicator: Demonstrates good two-way communication skills.
* Embraces change: Understands the dynamic nature of the organisation and is committed to adapting to changing priorities.

Experience
* At least ‎12 years of experience in credit control or collections
* Previous experience with legal collection procedures is a pre-requisite to apply for this role
* At least ‎8 years of experience (remotely) leading a team or department of ‎25+ collection professionals

About IWG
IWG companies such as Regus, Spaces, No18, OpenOffice, Basepoint, HQ and
Signature now help millions of people in ‎3,000+ locations in over ‎1,000 towns
and cities across more than ‎110 countries.
We create personal, financial and strategic value for businesses of every
size. From some of the most exciting companies and well-known organisations on
the planet, to individuals and the next generation of industry leaders.