Operations Manager Debt Collection at Coface

MISSION : The Operation Manager - B2B debt Collection is responsible to oversee, develop, and execute the end-to-end operational strategy and processes for B2B debt collection, ensuring efficient recoveries, strong client outcomes, and compliant, scalable operations. MAIN RESPONSIBILITIES: Operational Strategy & Execution • Own and execute the collections operational strategy, aligning people, process, and systems to recovery and client outcomes • Translate strategic objectives into day-to-day operational plans and workflows • Drive continuous improvement across collections processes, automation, and controlsCollections Operations Management • Manage the collections system(s), including configuration, workflow optimisation, and reporting • Oversee the allocation and management of debt loads across portfolios, teams, and queues • Design, initiate, and manage structured dunning strategies across the customer lifecycle • Manage and prioritise collection queues to maximise recovery rates and operational efficiencyPerformance Management & Optimisation • Monitor operational performance against KPIs, SLAs, and client requirements • Analyse recovery performance, cycle times, and cost drivers to identify improvement opportunities • Implement process improvements to enhance productivity, quality, and scalabilityWorkforce Planning & Capability • Lead workforce planning to ensure appropriate resourcing aligned to portfolio volumes and complexity • Set operational targets and support team leaders in performance management and coaching • Ensure operational capability keeps pace with growth and client demandQuality Assurance, Risk & Compliance • Own quality assurance frameworks to ensure consistent, compliant, and high-quality collections activity • Ensure adherence to all relevant regulatory, legal, and client-specific compliance requirements • Identify and mitigate operational, compliance, and reputational risksClient & Stakeholder Outcomes • Support strong client outcomes through reliable, transparent, and effective collections operations • Partner with client-facing teams to ensure operational delivery meets client expectations • Manage and maintain relationships with external law firm partners, overseeing the referral, progression, and performance of legal debt matters to ensure optimal recovery outcomes, cost control, and compliance.