Collection Team Lead

Dubizzle Egypt is the leading marketplace for selling and buying online in the region. Our aim is to upgrade people’s lives by facilitating deals and identifying attractive opportunities for both individuals and businesses. Our goal is to strengthen local economies, empower small businesses, and help everyone in making smarter choices for themselves, the market, and the planet.
As part of Dubizzle Group, we are alongside some of the strongest classifieds brands in the market. With a collective strength of 8 brands, we have more than 160 million monthly users that trust in our dedication to providing them with the best platform for their needs.

As a Collection Team Lead, you will be a vital member of the Operations department and is responsible for leading a team of collection specialists to ensure the timely and efficient collection of outstanding debts and invoices. Your primary focus is to reduce delinquency rates and improve cash flow while maintaining strong customer relationships. You will report directly to the Sales Excellence & Operations Manager and collaborate closely with other departments, such as Finance and Customer Support, to streamline processes and achieve collection targets.

KEY RESPONSIBILITIES

Collections Management:

• Oversee the collections process, monitor aging accounts, and proactively identify potential payment issues.
• Utilize various communication channels to contact customers and negotiate payment plans.
• Set collection goals and targets for the department.
• Create and implement a strategy to improve the collection of outstanding debts.
• Train and mentor staff members in the collections department.
• Hire and manage members of the team.
• Monitor and evaluate collections interactions, including calls, emails, chats, and other communication channels, to ensure that they meet our standards of quality and accuracy.
• Interpret data and analyze results to identify trends, improvement opportunities, and risk areas.
• Use this analysis to develop reports that summaries the findings for management.
• Develop and implement quality assurance and quality monitoring programs to ensure compliance with company policies and procedures.
• Provide feedback and coaching to collections teams based on performance evaluations.
• Use data-driven insights to identify areas of strength and opportunities for improvement. Work with team members to develop action plans to address any identified issues.
• Work with customers to resolve outstanding debts, disputes, and billing inquiries in a professional and customer-focused manner.
• Set deadlines for invoicing and payment collection.
• Direct interaction with selected clients in resolving receivables delinquencies.

Debt Resolution:

Reporting and Analytics:

• Develop and maintain collection-related reports and dashboards to track team performance, identify trends, and present key insights to the Sales Operations Manager.

Process Improvement:

• Collaborate with cross-functional teams to review and enhance collection processes, ensuring efficiency and accuracy while adhering to company policies and compliance standards.
• Planning, evaluating, implementing and continuously improving all aspects of collection function and processes

Customer Relationship Management:

• Build and maintain strong relationships with customers, sales teams, and other stakeholders to foster cooperation and encourage prompt payment.
• Negotiate with customers in cases when non-payment occurs
• Ensure professional relationships are established and maintained with clients

Escalation Management:

• Handle escalated collection issues, including high-risk accounts, and work with the Sales Excellence & Operations Manager and Finance department to find resolutions.

Compliance:

• Ensure compliance with industry regulations and company policies during the collection process.