Regional Operations Manager

Job Description

• Maximizes through the utilization portfolio data and dashboards the assigned daily and monthly team results in collected amounts and service delivery : has ability to interpret dashboards / data, pinpoint daily priorities, and integrate individual and team strategies to maximize operational efficiency.
• Management, coaching and guidance of assigned operational team. Recognizing individual training needs and implements development plans to foster both individual and team growth.
• Foster an environment of continuous improvement and excellence through the proactive introduction of new tools, processes and ways of working within the team.

Innovates and brings ideas apply creative thinking and drive improvements through to successful implementation. Leverages and initiates regional as global innovations to optimize team effectiveness and efficiency.

Based on assigned portfolio and new business development reviews through the portfolio data required resource levels. Maintains optimum resource capacity, adjust through pro-active management required resource levels, develops a (flexible) resource pool in order to efficiently manage workload.

Together with local HR recruits, develops and grows the team capacity and capability.

• Effective management, review and optimization of USA national and Americas regional wide LDC network to ensure overall end to end process effectiveness, service, efficiency and cost effectiveness.
• Acts as the licenses network representative for the different states and ensures with the local (management) team members there is compliance to maintain the state licenses across the USA.
• Works closely together with the Americas Commercial leader to assess new prospect portfolio opportunities. Assesses through available information and data the portfolio quality and portfolio and customer servicing strategies.

Acts as face of our service delivery to the external market, partners, prospects and customers.

Increase Customer Satisfaction within the region through improved service delivery, in both terms of quality and quantity.

Develop and maintains through the assigned team excellent communications both verbal and written with internal and external stakeholders, ensuring that communication is clear, transparent and timely.

Proving appropriate and proactive updates with the team on case / customer / portfolio level and ensuring close co-operation with key internal Credit Insurance stakeholders (Claims, Account Managers, etc.).

Integral part of the Americas leadership team. A true leader and team player. Develops together with the Americas business leader and the management team the regional business plans.

Monitors together the business progress versus plans and initiates aligned action plans to improve together overall business and service delivery.

Integral part of the global operational leadership team. Acts as the point of contact between the unit COO and the region.

Initiates with the global peers the overall strategy to optimize our global delivery. Translates the global strategy to the region and initiates plans / actions to implement the strategy in the region.

Acts as the bottoms up facilitator to feed the overall global service delivery strategy.

Has clear leadership potential to further develop and grow in the region and / or globally.

Requirements for the Job :

• Experience of people management and the leadership and development of a local and regional team.
• Experience in operational service delivery, sound judgment and ability to assess (cos)t effectiveness of actions
• Strong customer focus and mind set.
• Experience in debt collection and the collections service industry, preferably within the business to business environment.

Has a clear understanding what market competitiveness in the USA markets and what is desired from a technology perspective to meet / exceed market needs.

• A comprehensive knowledge of US legal procedures is required.
• Language skills : English (any other language is an asset)
• Strong communication skills
• Flexible and highly motivated
• Target driven
• Proven negotiation skills, business orientation
• Drive, problem solver, ability to work well under pressure, prioritise and achieve deadlines.
• Self starter, motivated and flexible in approach.
• Proven team player, with ability to work on own initiative. Leads by example
• Preferably higher education

Willingness to travel internationally for training and projects