Collections Operations Manager

Full-time Part-Time EDF Energy in Management , in Operations Email Job
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Job Description

Collections Operations Manager
Are you passionate about debt collection, excellent customer service and customer experience?
Do you have the ability to work in a high pressured environment whilst coaching/leading a team?
If so, we have an exciting opportunity for a Collections Operations Manager to join our team here at EDF!
The Opportunity
As the Collections Operations Manager, you will coordinate and oversee the collection of all EDF Business Solutions (EBS) payments and operational delivery across four collection teams, who are responsible for achieving stretching cash and debt targets whilst delivering exceptional customer service.
You will be responsible for managing a number of Team Managers ensuring the effective and efficient running of the area within EBS Collections.
Pay, benefits and culture
Alongside a starting salary of circa £54,000 and a market-leading pension scheme, we offer a range of flexible benefits to support our people across all aspects of their lives.
Your rewards package includes a choice of benefits, such as electric vehicle leasing, enhanced parental leave, health insurance, discounts and employee pricing.
Flexible working means you can work from home (if you wish) and we’ll provide a suite of IT equipment to ensure that you can work remotely comfortably and effectively. However you will be required at our office in Exeter twice a week or more.
At EDF, everyone’s welcome. We strive to create an inclusive and diverse environment where everyone has a voice and where you feel confident being yourself. We’re committed to equality, diversity and inclusion. We’d like our future workforce to have an equal gender balance, represent a broad mix of people from minority ethnic backgrounds, LGBTQ+, those with a disability and supporting social mobility.
We’re a disability confident employer and we’ll do all we can to help with your application, making adjustments as you need.
We’ll value the difference you bring and offer opportunities for you to thrive and succeed.
What you’ll be doing
In this role, you will lead a team of debt professionals and empower them to drive forward a programme that will deliver an outstanding customer experience, debt collection and credit management.
You will be responsible for ensuring customer experience is maintained alongside the below activities which spans across all Collections teams.

o    Monthly average Cash Collection c£800m.
o    Managing relationships with Credit Risk, Sales, Service Development Managers and Third Party Intermediaries’.
o    Managing the full Mid Market, NOC & Large Business portfolios.
o    Dispute management ensuring accountability from other areas within EBS and the wider business.
o    Managing team performance and process improvements both onshore and offshore.
o    Complex Customer Portfolio management (Housing Associations, Public Sectors etc).
o    End to end NOC Journey ensuring these customers receive timely billing, contracts are agreed and payments are received, utilising exceptional arrangements e.g. settlements, payment arrangements etc.
o    Ensuring all accounts are in the correct debt process and we are fully utilising our late payment penalties (LPI etc).
o    Identifying and understanding the right time to engage with our legal teams and other third party providers.

Alongside this will be responsible for delivering on all Collections KPIs. Team Performance, Escalations, Training, driving Efficiencies both onshore and offshore, Process Enhancements, Negotiation handling and Settlements and Payment Arrangements.
You will build and maintain strong relationships across all teams within EBS, Core Services and the wider business, being able to leverage these relationships as required. Ensuring the operation runs efficiently and effectively, liaising with other areas of EBS to improve payment behaviour and utilise effective payment methods (Open Banking Solution, DD), utilising and encouraging incentives to drive performance whilst offering support with Tender negotiations.
In addition, you will be key in supporting Peers, Senior Management and Stakeholders in maintaining and achieving new accreditations which will help us to stand out from our competitors and give you strong settings to deliver with excellence.
Within this role there is also an opportunity to gain work related qualifications e.g. a diploma in Credit Management through CICM (Chartered Institute of Credit Management) https://www.cicm.com/.
Who you are 
Here at EDF, we’re looking for an established leader to join our team. Someone who is empowered to make decisions and able to challenge the status quo. You’ll be able to build networks, develop strong relationships and drive efficiency and effective processes.
You’ll need to be able to engage and present at senior/exec level both internally and externally and will have great project management experience to identify challenges and design and deliver effective solutions.
If you think this sounds like you, we’d love to hear from you!

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