Collections - Team Leader Southampton

Posted 19 February by PWC
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About us

Receivables comprises three closely linked operational teams Collections, Inter-territory Receivables and Cash Allocation. The 25+ strong team is based predominantly in Southampton, with a small contingent in Belfast, London and the firm’s Shared Delivery Centre in Poland.

The Collections team provide essential support to client engagement teams across the firm, in the collection and recovery of outstanding fees. Additionally, they provide expertise in query management, best practice guidance, legal action and insolvency, advocating a cash focused culture and helping to drive sustainable working capital improvements for the firm.

Who we’re looking for

A technically sound professional, you’ll have supervised or led a team previously, with a proven track record in the delivery of goals leading to operational success.

CICM is the recognised standard in credit management and attainment of ACICM status or achievement of Level 5 CICM (grad) would be an advantage.

About the role

As one of three Team Leaders you will report directly to the Collections Manager. You’ll have responsibility for 4 - 7 staff and in addition you’ll have your own portfolio of escalated debts.

You’ll be a role model and direct line of support for your team, playing a pivotal part in leading and inspiring, ensuring the outputs of the team meet quality standards whilst delivering value added service and operational excellence.

As a Team Leader, you’ll undertake Career Coach responsibilities for assigned individuals within the team. You’ll agree individual goals, review performance and help develop, coach and support your coachees in their ongoing development and progression.

Routine activities & responsibilities include
  • Provide on-the-floor support and day to day operational oversight of the team to ensure delivery of Service Level Agreements (“SLA”) and performance targets

  • Mitigate risk and ensure strict adherence to the firm’s risk and quality standards

  • Contribute to operational efficiency and continuous improvement of performance, process, technology and digital advancements

  • Support your management team in driving a consistent approach and effective linkage with the overall OneFinance strategy

  • Direction and development of performance KPI’s

  • Manage staff performance through the provision of coaching, assessment and feedback

  • Identify skill gaps and training needs

  • Build relationships with other C2C teams, as well as key stakeholders in the wider finance community

  • Manage assigned portfolio of escalated debts, drawing on stakeholder network to aid resolution

  • Assume personal responsibility to build own digital capability; encourage and support others to do the same

  • Career Coach for up to 4 people

  • Live each of the PwC Values, encourage and support others to do the same

Essential skills & experience
  • Experience of leading and delivering high quality collections services, preferably in a professional services (or similar) environment

  • Excellent leadership skills with ability to engage and inspire people at all levels

  • Able to demonstrate agility with digital transformation

  • Excellent verbal and written communication skills

  • Understanding of insolvency practices

  • Ability to remain calm under pressure, being a role model for resilience

  • Able to manage a depth and breadth of competing priorities

  • Ability to identify issues and develop innovative solutions

  • Ability to interpret financial data and produce relevant reports

  • Ability to provide constructive and timely feedback

Desirable skills & experience
  • Staff performance management and appraisals

  • Broader knowledge of other finance functions

  • Process mapping or process improvement

  • Understanding of GDPR & Anti Money Laundering regulations

  • Knowledge of UK or foreign legal systems and litigation processes

  • Experience of recruitment – candidate vetting and interviewing

Internal firm services

In order to deliver a first-class service to our clients, we need first-class support internally. Internal firm services is a network of specialist support professionals and includes marketing, recruitment, human capital, finance, technology, learning and development, procurement, to name but a few. Each team plays a vital role in making sure we have all the right resources, services and technology across our business.

Reference: 37324475

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