Operations Manager Debt Collection

MISSION :The Operation Manager - B2B debt Collection is responsible to oversee, develop, and execute the end-to-end operational strategy and processes for B2B debt collection, ensuring efficient recoveries, strong client outcomes, and compliant, scalable operations.MAIN RESPONSIBILITIES:Operational Strategy & ExecutionOwn and execute the collections operational strategy, aligning people, process, and systems to recovery and client outcomesTranslate strategic objectives into day-to-day operational plans and workflowsDrive continuous improvement across collections processes, automation, and controlsCollections Operations ManagementManage the collections system(s), including configuration, workflow optimisation, and reportingOversee the allocation and management of debt loads across portfolios, teams, and queuesDesign, initiate, and manage structured dunning strategies across the customer lifecycleManage and prioritise collection queues to maximise recovery rates and operational efficiencyPerformance Management & OptimisationMonitor operational performance against KPIs, SLAs, and client requirementsAnalyse recovery performance, cycle times, and cost drivers to identify improvement opportunitiesImplement process improvements to enhance productivity, quality, and scalabilityWorkforce Planning & CapabilityLead workforce planning to ensure appropriate resourcing aligned to portfolio volumes and complexitySet operational targets and support team leaders in performance management and coachingEnsure operational capability keeps pace with growth and client demandQuality Assurance, Risk & ComplianceOwn quality assurance frameworks to ensure consistent, compliant, and high-quality collections activityEnsure adherence to all relevant regulatory, legal, and client-specific compliance requirementsIdentify and mitigate operational, compliance, and reputational risksClient & Stakeholder OutcomesSupport strong client outcomes through reliable, transparent, and effective collections operationsPartner with client-facing teams to ensure operational delivery meets client expectationsManage and maintain relationships with external law firm partners, overseeing the referral, progression, and performance of legal debt matters to ensure optimal recovery outcomes, cost control, and compliance.