Job Title:	Collections Risk Manager
Reference:	dcs/crm
Salary:	£40,000+
Location(s):	Warwickshire
Industry(s):	Blue Chip
Advertiser:	Debt & Credit Solutions Ltd
Employment Type:	Permanent
Posted:	11-06-2009

Description:

JOB TITLE: Collections Risk Manager


SKILLS AND COMPETENCIES:

 5+ years experience in a collections or credit risk environment preferred
 Possess a numerate degree (or equivalent) with a statistics component, or equivalent business experience
 Strong leadership skills and a proven track record of leading a high performance team
 Excellent written and verbal communication skills
 Must be an expert user of excel, have a working knowledge of SAS, Crystal or Business Objects, and have experience in modelling, scorecards, segmentation, risk analysis and report writing
 Proven Project Management experience and a track record in handling multiple process and data flows
 Thorough working knowledge of legislation and other compliance requirements relating to dialler management, OFCOM, OFT, IFRS and the UK debt collection industry

CORE RESPONSIBILITIES:

• Management of the Collections Risk Team, including Portfolio Risk Analysts, Dialler Team and Reporting Team
• Ensure all work produced by the Risk Team is accurate, credible, summarised and delivered to timeframes
• Perform detailed portfolio analysis on the Companies DP and DCA portfolios to ensure that risk is minimise and revenue is maximised
• Utilise financial, accounting, analytical and modelling skills to produce and maintain leading edge forecasting and performance models using internal and external factors
• Setting of DP Portfolio targets each month, liaising with the Finance Department and the Collections Director to ensure IFRS requirements are met
• Setting of DCA targets each month, liaising with the Sales Department and the Collections Director
• Develop appropriate key performance drivers to monitor portfolio performance and trends
• Review all daily KPI’s and collections reporting, and provide insightful and concise summaries of results to senior management, identifying patterns, opportunities or threats
• Support the Collections Director in ensuring that all Collections, Dialler and Portfolio targets are met each month through the management of the dialler strategy, audit process, payment method and portfolio analysis and direct debit process
• Responsible for mitigating risk to the business through strict process management, auditing across all areas in Collections and managing the area independently within Collections, reporting directly into the Collections Director
• Ensure that the dialler campaigns are planned and executed meticulously, in advance, with attention focused on balancing daily collections requirements, against monthly targets, whilst ensuring each portfolio is dialled proportionally to meet Client requirements
• Responsible for all supporting contact methods, including IVM technology, call outsourcing, text messaging and e-mail
• Management of collection report production area, to include daily agent reports and stats, dialler and campaign reports, payment method reporting, arrears and break-in reporting, portfolio risk analysis, PSET and PIF reports, Department KPI’s, etc.
• Ownership of the Direct Debit process
• Responsibility and management of the deal audit process within Collections
• Provide regular and consistent updates and feedback on Collections performance to the Collections Director and Collections Managers as required
• Ensure that all Collections and Company polices are adhered to at all times

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Manage a Collections Risk Team covering dialler management, portfolio risk management, direct debit process, report production and collections audit
• Set Debt Purchase Targets with Finance Team and Collections Director, in line with IFRS targets; monitor and set strategies to meet targets
• Set Client Targets with Sales Team and Collections Director; monitor and set strategies to meet targets
• Manage a team of analysts on the segmentation, analysis and reporting on portfolios, ensuring profitability and risk are balanced equally
• Liaise with the Sales Department, Finance and Pricing Team, feeding in portfolio analysis, historic trends and modelling to enhance risk based pricing
• Perform independent business process analysis, identifying weaknesses and risks, and proposing changes to reduce risk and increase revenue
• Perform monthly 1-2-1’s, coaching and feedback sessions with Risk Team
• Ensure dialler coverage and data availability across all collections shift patterns
• Review collections statistics, KPI’s, call statistics and agent performance on a daily basis; analyse results and draw comparisons and trends; present conclusions to the Collections Director and Collection Managers to set goals based on forecasts, trends, historical data and company requirements
• Review individual portfolio’s performance on a bi-weekly basis, using findings to influence the current and future weeks dialler and manual calling strategies, linking in with the lettering, IVM and text message strategies
• Overall responsibility for the deal audit function within collections, incorporating deal approvals on large balances, settlements and monitoring of monthly deal levels (monthly payers)
• Be responsible for the management of the dialler on a daily basis, to include:
 Management of a dialler shift rota
 Loading of dialler each morning, and the selection and monitoring of campaigns
 Ensuring all accounts are called to plan, and at different times of the day
 Monitoring of call data and dialler information to ensure compliance
 Production of daily dialler reporting and analysis / trends, both by agent and campaign / client
• Responsibility of the DD Process, to include:
 Overall responsibility for the Direct Debit Process
 Monitoring of due dates, default rates and anomalies
 Regular review and feedback to Senior Management on default rates / trends
 Continual review of the DD process, feeding back data to Team Leaders to reinforce the advantages of setting up new deals as DD
• Manage the Collection Departments Reporting requirements, to include:
 Ensure the timely communication of the collections and risk reporting suite to all relevant stakeholders
 Production and analysis of all collections, risk and dialler reporting
 Maintenance of the collector league tables and monthly incentive schemes
 Updating and collating end of month collections statistics
 Updating and maintenance of the collections reporting folders
 Responsible for the production of any ad-hoc or special reporting requirements as required by Senior Management
• Responsible for the audit and monitoring of collections:
 Monitoring of PSETT, PIF and monthly deal numbers
 Reviewing PSETT and PIF arrangements of £500 and over on a daily basis
 Monitoring of post dated payments and ownership of post dated payment focus
 Review the cash breakdown daily by payment method and ensure within % margins set each month