Manager, Collection Systems

Dialer Activities:

• Ensuring daily call records are received, campaigns are started on time and remain running efficiently, analysing dialer metrics and reporting, making recommendations to improve efficiency, ensuring policy and regulatory requirements are followed, collaborating closely with business partners including Telephony, helping with upgrades/installs, and assisting with the implementations of projects related to the dialer.

• Assist business stakeholders and risk partners in establishing or updating control inventories, define workflows/ processes, etc. to support and drive consistent business requirements.
• Assist regularly to extract, analyse, and manipulate dialer data. Create and maintain reports and dashboards for real-time performance monitoring, historical analysis, and strategic decision-making.
• Identify and resolve technical issues within the dialer system, collaborating with IT and telephony teams to ensure high availability and performance. Implement upgrades and patches as necessary.
• Proactively monitoring for changes to the enterprise, industry, and regulatory requirements, guidance and pronouncements, and supporting control remediation efforts such as the creation of action plans to address control deficiency/gaps and analyse process deficiencies that could lead to process improvement initiatives where appropriate.
• Track receipt of daily dialer account records.
• Start and stop campaigns on time at the beginning and throughout the day.
• Monitor outbound campaigns to ensure intensity targets are being met.
• Adjust campaigns daily/intraday to set/change the dialling mode (Predictive, Preview, Progressive)
• Real Time monitoring of agents to ensure they are not sitting in idle or a nonproductive status.
• Update campaigns daily/intraday to reflect the game plan that has been established for calling. List sort order (DPD, Balance, etc.)
• Ensure all interactions are accurately being captured and reported in the core system.
• Review reporting daily to validate whether any changes need to be made to the business plan based on prior day / MTD metrics.
• Work with business partners to identify staffing gaps, agent patterns, MTD metrics.
• Work with business partners to plan and implement future initiatives.
• Develop and update methodology and guidance to align with evolving practices and innovation initiatives.
• Identify and contribute to the development of continuous improvement opportunities to train the team on program findings/enhancements.
• Ensure abandoned calls are in control within the acceptable grid.
• Produce effective communication tools to share best practices and methodology.
• Participating in selected departmental initiatives
• Proactively monitor for changes to the enterprise, industry, and regulatory requirements, guidance, and pronouncements
• Perform other duties as assigned.
• Ensure compliance with local legal and regulatory requirements and report any legal and regulatory developments which impact or may impact the collection activities / legal actions.
• KYC (Know Your Customer)
• AML (Anti Money Laundering)
• Legal, regulatory and compliance:Qualification

• Bachelor’s Degree
• A bachelor’s degree in Telecommunications, Information Technology, or related field, or 5 years of relevant technical experience in lieu of a degree.
• Experience working in a fast paced, collections call center environment.
• Knowledge of outbound collection regulations and rules
• Proven ability to analyse complex data sets to identify trends, performance gaps, and opportunities for improvement.
• Skills set required:
• Strong written and verbal communication skills, ability to articulate issues, and create reports used by senior management.
• Strong ability to create a culture of ownership, accountability, collaboration, and ability to influence at different levels.
• Ability to work independently with limited daily supervision while meeting deadlines.
• Ability to navigate through ambiguity, manage and coordinate multiple project assignments, and deliver on commitments.
• Partnership mindset to ensure we have positive and productive working relationships with internal stake holders and examiners.
• Experience with risk data, reporting, and analysis; including systems.
• Experience in highly matrixed, fast-paced environments