As the C&R Team Leader, you will assist the C&R Manager to oversee the operation of the C&R Team, optimizing service to our internal and external customers, as well as the development and performance of the team. In your role you will be responsible for strategic planning, operational/functional guidance, and support to the team. You will be responsible for managing and optimizing the assigned Collections & Recovery portfolio team, liaise with debtors and other stakeholders on Collection's developments and processes, to minimize risk costs, optimize returns and customer satisfaction. This role reports to the C&R Manager.
Day to day
* Monitor and manage daily activities of the team and delegate tasks accordingly to ensure all resources are being used effectively.
* Contribute to the C&R business plan and objectives as well as initiate and formulate a year plan and budget for own team.
* Identify and resolve problems before they impact DLL and our customers, dealers and/or vendors.
* Manage and monitor the C&R portfolio on case level, allocate workload, optimize work processes, and ensure compliance with applicable policies.
* Ensure excellent customer service is provided to all internal and external stakeholders in both verbal and written communications.
* Communicate, co-ordinate and liaise with all relevant internal (legal, sales and operations) and external parties (vendors, dealers, advisors, and other creditors) during C&R process.
* Ensure daily processes are completed and updated procedures are maintained, ensuring procedures are enforced and all tasks are completed in compliance with company policy.
* Responsible for daily statistics and OKR reporting.
* Ensure and execute adequate and timely management of the C&R process with more complex (classified) accounts.
* Ensure compliance with internal and external audit and data quality requirements within given timeframes.
* Provide support and assistance to the team where required and resolve escalated issues.
* Handling and solving of operational incidents and complaints including identifying root causes of process issues and managing the resolution/remediation in a timely manner.
* Approval of operational activities within delegated authority.
* Performance management of team members, providing regular individual feedback and facilitating team meetings.
* Determine training requirements and develop high impact training for the team.
* Identify individual development needs and provide training and development.
* Liaise with Opex team to identify process improvements.
* Liaise with IT Delivery Manager to address key system development needs.
Your profile
* Experience in banking/vendor finance/leasing in C&R areas.
* Ability to respond or acquire knowledge to respond to internal and external customer requests promptly and correctly.
* Understanding of documentation, lease products, credit risks and compliance policies.
* Previous people management experience with the ability to supervise, motivate, mentor, and lead a team.
* Ability to effectively share knowledge and develop team skills.
* Ability to take initiative and responsibility.
* Good time management with ability to manage conflicting demands and meet deadlines.
* Exceptional relationship management skills with the ability to identify and meet internal and external customer requirements and effectively manage multiple stakeholders.
* Ensure a close partnership with the Sales teams to deliver operational capabilities in support of new lease volumes.
* Strong focus on meeting customer expectations.
* Ability to champion improvements to systems and processes.
* Ability to influence stakeholders and drive change throughout the organization.
* Strong analytical and problem‐solving skills.
* Strong attention to detail.
* Strong ability to share business and risk knowledge with other DLL members, to build a culture of risk management balanced with commercial objectives.
* Positive and flexible outlook.
* Resilience.
* Degree or studies in accounting finance, commerce or related – may have completed, or still studying on a part time basis.
All members enjoy
* Two working days per year volunteering for a local charity.
* Health and Wellness program including healthy food, free health checks, fun health & vitality activities.
* Flexible hours with possibility to work from home.
* Click this link for an overview of all the benefits in your region.
DLL is an equal opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes and work environments. If contacted for an employment opportunity, please advise Human Resources if you require accommodation in accordance with our values and all applicable legislation.
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