Emprego > Collections & Recoveries Manager
Universo IME, SA is a financial institution leader in the issuance of credit cards in Portugal ("Cartão Universo") with more than 1 million customers. It has the goal of disrupting the banking industry in Portugal by competing in consumer payments, credit, and insurances.
We exist in a unique environment of innovation and transparency, with a collaborative and welcoming energy. Our clients are the stars that set our course and make our work shine.
Want to be part of our Universe?
The Collections & Recoveries Manager owns the collections operations process from intake until recovery. You will lead the implementation and execution of the Collections strategy and be accountable for providing strategic direction and guidance on a broad and diverse range of complex operational activities. You will also lead in the development of the overall direction, operating budget, business objectives, and overall people management for the unit.
Collections are a critical function of our customers' journey, so this individual will also be empathetic and focused on providing the best experience to all customers, regardless of their repayment situation.
Main Responsibilities: Management of 3rd Party Debt Collections Agencies, performing the proper Governance model that is implemented and needs to be present in Agencies regularly.
Achieve assigned recovery targets to contribute to the organization's financial performance.
Oversee bottom-line metrics, including detailed strategic analysis, forecasting, and account placement.
Integrate, enforce, and reinforce key performance metrics at Collections agencies and Team Leader level.
Work closely with analytical areas to ensure accurate and propensity to contact/pay models are in place to protect risk.
Ensure proper execution of PARI & PERSI process (regulatory) to guarantee compliance with established SLAs.
Cultivate an environment that encourages maximum effectiveness, personal growth and development, open communications, and teamwork, providing leadership to team members to maximize energy, commitment, and engagement.
Lead, coach, motivate, and develop a team responsible for managing Collections Agencies.
Implement new tactics to improve collections and recovery performance, training and coaching staff to enhance performance.
Minimum Requirements: Degree in Banking and Finance, Accounting, or equivalent professional qualifications.
At least 4 years' experience in consumer lending / process analyst or credit / risk / collection.
Good knowledge of corporate credit, collection agencies, legal and compliance procedures, credit risk, and account management.
Understanding of the full credit lifecycle including acquisition, fraud, account management, collections, and recoveries.
Familiarity with operating Loan Banking Applications.
Experience in performance management.
Proficient in Microsoft Office.
Able to deal with uncertainty and make decisions with limited information, thus action-oriented.
Excellent analytical skills, both quantitative and qualitative.
Desired Skills: Analytical – Synthesizes complex or diverse information; uses intuition and experience to complement data; utilizes mathematical models, process maps, and planning tools.
Technical Skills – Strives to continuously build knowledge and skills; shares expertise with others.
Customer Service – Manages difficult or emotional customer situations; responds promptly to customer needs; meets commitments.
Interpersonal Skills – Focuses on solving conflict, not blaming; maintains confidentiality; remains open to others' ideas and tries new things.
Teamwork – Balances team and individual responsibilities; contributes to building a positive team spirit; puts the success of the team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
Motivation – Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures self against a standard of excellence; takes calculated risks to accomplish goals.
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