Americas Direct Collections Team Lead

hace 2 semanas

Tlaquepaque, México Hewlett Packard A tiempo completo

**_ Responsibilities: _**- Responsible for overall team metrics and performance- Mentor and coach team to effectively resolve aged issues- Ensure team is effectively communicating with internal and external partners- Subject matter expert and frontline contact for manager on team related issues- Conduct regular account reviews with team members to address problematic situations that may lead to undesirable results- Second Level Escalation for collector issues as required- Lead escalation reviews and meetings with collectors - internal / external partners- Provide feedback on team members for training and review purposes- Monitor technical competence of each team member- Leads by example living the HP Way Now and always displaying the Leadership Attributes.- Acts as Operational back-up of the manager.- Makes sure that the team is using the appropriate collections systems and processes at the expected level and provides guidance and coaching to team members on how to utilize collection systems to their full potential.- Displays leadership skills in direct discussions and provides advice and guidance to the team on operational issues. Uses alternative communication methods to obtain response/action for the issues brought up by the team: calls, conference calls, face to face meetings.- Keeps up to date internal partner’s contacts list for the entire team portfolio (BU Ops, AR, BU Finance, Controllership, OM, etc.) and shares it with the team.- Has regular discussions and builds solid relationships and networking with Internal Partners (Sales, Order management, BU Finance, Controllership, Credit, Legal, Default and Recovery, Tax, PMO) or External Partners.- Keeps up to date internal partner’s contacts list for the entire team portfolio (AR, BU Finance, Controllership, OM, etc.) and shares it with the team.**_ Education and Experience Required: _**- First level university degree with a focus in business or economics; MBA preferred.- Typically 4-6 years of experience in credit internally or in banking; or in collection.**_ Knowledge and Skills: _**- Strong written and verbal communication, negotiation, and conflict resolution skills.- Developed accounting knowledge.- Solid problem solving skills.- Good computer skills.- Developed prioritization skills.- Solid understanding of risk mitigation tools.- Basic relationship building skills.- Basic influence skills.- Basic project management skills.- Basic leadership skills.- Advanced understanding of collection processes, financial principles and channel partners.- Advanced understanding of HP's dispute management process.- Strong understanding of collection processes and financial concepts.- Strong understanding of customer's internal payment processes.- Strong influence skills.

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