Manager: Collections

Job Description - Manager: Collections (Early Collections) (MER0003GYG)

Manager: Collections (Early Collections) Group: Mercedes-Benz Group AG

Job Summary:
The Collections Manager (Early Collections) is responsible for managing the overall performance of the delinquent accounts portfolio for Retail and Corporate Fleet customers. This includes overseeing the performance of outsourced service agents (OAs) and team members, ensuring alignment with guidelines and work instructions, and achieving departmental and organizational KPIs. The role also involves process improvements and system enhancements to maximize work efficiency.

Key Responsibilities:

Performance Monitoring of Outsourced Service Agents (OAs):

1. Review daily OA performance through dashboards and reports (e.g., PEGA, CMS, Risk Base).
2. Ensure OA performance meets defined KPIs per bucket (Cure & Flow).
3. Conduct regular follow-up meetings with individual OAs to monitor Cure/Flow per bucket.
4. Reassign cases from underperforming OAs as needed (e.g., uncontactable accounts, broken promises to pay).
5. Track payment statuses of Watchlist and Problem Credit customers (Corporate Fleet).
6. Ensure task completion aligns with guidelines and timelines without follow-up.

Team Management and Performance Monitoring:

1. Oversee team members’ adherence to tasks, guidelines, work instructions, and KPIs.
2. Ensure departmental KPIs (e.g., Early Delinquencies, Watchlist & Problem Credit, NPL) align with company targets.
3. Conduct regular performance reviews and provide guidance to team members.
4. Supervise User Acceptance Testing (UAT) and regression testing on PEGA, Ascent (CMS), and other systems to ensure bug fixes and deployments function as expected.
5. Drive process improvement initiatives and system enhancements to optimize efficiency.

Oversight of Early Collections Activities:

1. Monitor payments from Watchlist & Problem Credit customers and manage contract restructuring to reduce NPLs.
2. Ensure SMS, reminders, and termination letters are prepared and sent to defaulting customers within stipulated timelines.
3. Manage customer interactions via calls, emails, or escalations from Customer Service and other teams.
4. Review payment histories for recommendations requested by Sales or other teams.
5. Approve LPP waiver requests on SharePoint and Ascent (CMS).
6. Monitor Non-Performing Loan (NPL) cases for contract termination and repossession actions.
7. Oversee and periodically review access rights to PEGA systems granted to OA staff.
8. Prepare and review Early Collections KPIs in monthly reports.
9. Perform other duties assigned by the Supervisor.

Training, OA Performance Reviews, and Service Agreement Management:

1. Arrange semi-annual refresher training for OAs to ensure compliance with company guidelines and instructions.
2. Conduct PEGA system training for OAs.
3. Review OA performance quarterly and make recommendations for service agreement renewals or terminations based on KPIs.
4. Conduct annual OA field visits and prepare performance review memos for approval.

Qualifications:

Education & Experience:

1. Bachelor’s degree in a related field.
2. Minimum of 5 years of experience in collections within financial institutions or leasing companies.
3. Proficiency in English communication (spoken and written).
4. Ability to work under high pressure.
5. Strong communication, negotiation, problem-solving, and interpersonal skills.
6. Service-oriented mindset with an optimistic outlook.
7. Professional demeanor and appearance.
8. Proficient in MS Office applications.
9. Innovative thinking and experience with digitalization.

Organization

Primary Location

Work Locations

11, South Sathon Road, 21st Floor Yannawa, Sathon

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