Collections Manager

Role: Collections Manager

Salary: £30,000\.00\-£35,000\.00

Location: Leeds

Hours: 35 Per Week

We are looking for a Collections Manager to join our innovative Operations Team in Leeds

Job Description

As our Collections Manager you will be responsible for the following:

• Line management responsibility for Team Leaders


• Ensure SLA metrics are consistently achieved and appropriate actions taken to address any shortfall.


• Undertake formal quarterly performance reviews and 1:1 meetings with direct reports against Scorecard and individual KPI’s.


• Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary.


• Management of any campaign or new business implementation, including process review and strategic approach.


• Lead on customer communication literature content, with compliance sign off before released.


• To ensure actions from Employee Satisfaction survey are implemented and continuously reviewed.


• Overall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career development.


• Facilitate a culture of open and honest 2\-way communication ensuring key messages are cascaded.


• Manage client relationships at an operational level in terms of KPI performance reviews, benchmarking positions, SLA’s and processes.


• Co\-ordination of responses to any client change control requests.


• Ensure liquidation reviews are completed quarterly for each segment to assess benchmarking and profitability, and improvement plans agreed where required.


• Preparing, analysing and presenting data to the client as part of monthly performance reviews.


• Action commercial decisions affecting P\&L.


• Ensure resource is matched to requirements for optimised efficiencies and that all activities are productive for overall performance targets.


• Ensure integrity and accuracy of performance reporting and analysis on both site and client level.


• Ensure targeted revenue is achieved, and Operational costs are kept within budget.


• Ensure team members are supported and given the appropriate skills, ensuring absenteeism and attrition are managed to always optimise resource levels.


• Fully comply with the company's Information and Security Policy and Procedures


• Be an ambassador for First Locate and actively practice our company values

As a key member of our Operations Team, you will be able demonstrate the following skills:

• Proven leadership and people\-management capability, including coaching Team Leaders, conducting performance reviews, and managing absenteeism and attrition.


• Strong operational performance management skills, with the ability to meet SLA targets, analyse KPIs, and drive continuous improvement.


• Excellent client\-relationship management, able to present performance data, handle change requests, and maintain professional operational partnerships.


• Commercial and analytical acumen, including understanding P\&L impacts, resource planning, profitability reviews, and data\-driven decision\-making.


• Clear and confident communication skills, ensuring effective internal communication, accurate customer\-facing content, and consistent message cascading.


• Experience in process improvement and implementation, including launching new campaigns, reviewing procedures, and ensuring compliance and quality standards.

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