Job Description 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 & Execution Own and execute the collections operational strategy, aligning people, process, and systems to recovery and client outcomes Translate strategic objectives into day-to-day operational plans and workflows Drive continuous improvement across collections processes, automation, and controls Collections Operations Management Manage the collections system(s), including configuration, workflow optimisation, and reporting Oversee the allocation and management of debt loads across portfolios, teams, and queues Design, initiate, and manage structured dunning strategies across the customer lifecycle Manage and prioritise collection queues to maximise recovery rates and operational efficiency Performance Management & Optimisation Monitor operational performance against KPIs, SLAs, and client requirements Analyse recovery performance, cycle times, and cost drivers to identify improvement opportunities Implement process improvements to enhance productivity, quality, and scalability Workforce Planning & Capability Lead workforce planning to ensure appropriate resourcing aligned to portfolio volumes and complexity Set operational targets and support team leaders in performance management and coaching Ensure operational capability keeps pace with growth and client demand Quality Assurance, Risk & Compliance Own quality assurance frameworks to ensure consistent, compliant, and high-quality collections activity Ensure adherence to all relevant regulatory, legal, and client-specific compliance requirements Identify and mitigate operational, compliance, and reputational risks Client & Stakeholder Outcomes Support strong client outcomes through reliable, transparent, and effective collections operations Partner with client-facing teams to ensure operational delivery meets client expectations Manage 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.
