Senior Director – Collections Services

Where We Celebrate You

At Teleperformance, we believe in the power of inspiration. We believe in the strength of innovation. And most importantly, we believe in the heart of the people.

We’re looking for bright minds, creative influencers, and status-quo challengers that need a platform for their ideas to shine. A forum where they can speak their truth. Where they can be authentic. Where integrity is part of the organization’s DNA. Where there’s a safe space for them to be heard. Where ideas can transcend all boundaries. Where they are respected, beyond labels.

You’ve got the skills and motivation. We’ve got the tools, the technology, and the development programs. We will design the right career path and support your professional growth right from the start. We will encourage you to display your individuality. We will guide you to achieve the right work-life balance. We will foster the power of communication and motivate teamwork. We will embrace collaboration efforts with other bright minds to deliver the best outside-the-box ideas.

Together, we create the right combination that tackles any customer service industry challenge. Together, we will build the best digital business integration solutions for the world’s biggest brands.

Welcome to Teleperformance, where we celebrate you.

Your Footprint as a Sr. Director of Collections Services Will Be…

… to have full strategic ownership and growth of the Collections workstream, design and build world-class innovative collection strategies and services, and generate significant value for our clients while delivering a cutting-edge consumer-grade experience while maintaining a product margin that affords continuous improvement and innovation.

Teleperformance is adding a third dimension to its strategy by adding products/channels for the Geographic and Industry verticals to create better partnerships in some of the most prolific areas of today’s marketplace. In this position, you will ensure operational goals/metrics are achieved or exceeded and that all Collection activity is conducted in compliance with laws. In addition, you will communicate vision and strategic direction while improving processes and motivating your teams to achieve critical goals.

As a Sr. Director of Collections Services, You Will…

• Support new opportunities from previous contacts and develop new contacts
• Work with the Marketing Business Development Team and Strategic Account Management Team to develop strategies that target Collections opportunities within key sectors. Establishing and developing relationships with any critical decision-makers within prospective new clients to heighten Teleperformance’s chance of securing any future outsourcing activity
• Work with business intelligence teams to research background information on potential new customers and to fully diagnose customer’s needs
• Support a ‘bid team’ comprising operational, technical, HR, and executive-level input where necessary, and a clear team briefing is required to achieve bid success
• Undertake sales presentations, support site tours, and take overall responsibility for the outcome of each pitch related to Collections
• Ensure that internal governance and financial planning are administered effectively
• Act as an internal consultant on new business and client issues as required
• Meet all individual monthly and yearly sales targets
• Always ensure adequate capacity and pipeline of collections resources
• Responsible for Collections operations located in the English World region
• Work with the site Collection Leaders and drive collection performance at the associate and front-line manager levels. Oversee associate implementation, including collector performance, productivity, reward and recognition programs, and training/development.
• Drive a Compliance culture within the Collection Operation and deliver on acceptable compliance defect rates. Oversee all Compliance, Call Monitoring, and complaint processes and ensure the sites operate by all Collection policies and procedures.
• Review and analyze statistical data daily. Develop, implement, and communicate daily and monthly dashboards, delinquency, loss, collector, and other reporting.
• Prepare management information summaries and performance analysis of collection results. Make presentations to Senior Management to communicate results and action plans in forums such as internal Collections Operational Reviews.
• Implement a structured process of continuous improvement and innovation to reduce delinquency and losses, reduce non-interest expense, increase productivity, and increase employee morale.
• Perform other duties and special projects as assigned

What Will You Need to Succeed?

• Bachelor’s Degree, plus 15 years’ relevant overall work experience; or instead of a degree, a minimum of 20+ years of related work experience
• 5+ years of previous call center, operations, or consumer credit experience required
• 5+ years of experience in Collections
• 5+ years of leadership experience managing staff. Proven positive leadership skills. Successful track record of positively influencing and working effectively with all levels
• Operational analysis skills, strong problem-solving skills, and attention to detail required
• A strong team player with a proven track record of identifying designated market sectors and specific accounts that have the potential for development into high net worth statements and have a company structure where there are multiple buyers of direct marketing services
• Extensive experience in a senior Collections role within a target client or BPO organization/client services and sales role
• Established track record of driving innovation and process improvement initiatives. Ability to manage multiple projects simultaneously with minimal supervision
• Demonstrated ability to inspire others and develop future talent
• Demonstration of an excellent range of practical communication skills with the ability to adapt styles according to the demands of the audience is essential
• A thorough understanding of the Collections end-to-end processing industry and in-depth knowledge of current and future challenges in the industry
• An understanding of customer experience related to digital technologies and future innovations within Collections customer experience
• Deep understanding of the channels and technology within the Collections Industry.
• Ability to persuade and influence others with proven negotiation and sales skills and the ability to work at a senior level
• Experienced in creating collections-specific campaigns and participating in industry events showcasing the company collections capabilities
• Excellent financial understanding and the ability to converse with clients utilizing Collections industry terminology and concepts.
• Ability to manage complex budgets is essential
• Strong English communication skills, with the ability to hold chief executive office-level discussions.
• Good understanding of CX-related digital technologies
• Proven ability to influence cross-functional teams without formal authority.
• Highly organized and detail-oriented.
• Not afraid to try new things – driven to improve results and think outside the box constantly.
• Ability to manage time and juggle multiple priorities to execute high-quality deliverables.
• A true partner and transformational leader – Empathy, Resilience, and Emotionally Intelligent.
• A Curious Leader with a constant growth mindset
• Good English communication skills, with an ability to hold CXO level discussions

The Leadership Competencies for Exceptional Potential Are…

• Smart and Decisive with Data
• Transformational Leader – Empathy, E.I. & Resilience
• Agile Mindset
• Adaptability
• Global Thinker
• Innovative and Creative
• Purposeful and Impactful
• A True Partner
• Authentic and Connected Leader
• Infinite Learner
• Digitally Smart

You Should Be Excited to Join the TP Family Because…

• We encourage you to live well. To establish the right work-life balance.
• We want you to focus on your future with our financial benefits plans.
• We want you to keep learning, with excellent leadership development options for everyone.
• We encourage you to be creative and to provide outside-the-box solutions.
• We care about our citizens of the world with our great give-back programs.
• We work hard to cultivate a supportive and welcoming workplace for everyone.
• We encourage a full range of diverse and talented candidates to apply for our positions.
• We are committed to building an inclusive workplace with our DE&I programs.
• Our Cloud Campuses open their doors for you to lead from any global location.

Is There a Fine Print?

No fine print, though we will grab this space to remind you that Teleperformance is home to a global family with people from various backgrounds and lifestyles. We will always embrace diversity and never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.