Team Leader Collection

We are looking for a highly organized and detail-oriented Team Leader to lead our Collections Department at Verisure Belgium. This key role involves managing a team of Collection Agents with a primary focus on reducing unpaid invoices, minimizing bad debt, and ensuring timely customer payments.

As the Team Leader, you will be responsible for developing and executing effective debt recovery strategies while maintaining a strong emphasis on customer retention and service quality. By ensuring operational excellence and fostering collaboration across departments, you will drive results that minimize billing and collections issues, ultimately reducing cancellations.

Key Responsibilities:

• Team Management & Leadership:
  • Recruit, onboard, and motivate a high-performing team to ensure effective workflow and consistent service delivery.
  • Foster a culture of excellence by coaching team members on performance, retention strategies, and customer service.
• Performance Optimization & Strategy:
  • Set, communicate, and monitor team objectives to align with company goals, ensuring measurable progress in KPIs such as bad debt value, attrition, and customer retention.
  • Proactively identify areas for process improvements within the collection department and suggest data-driven solutions to optimize outcomes.
  • Drive a continuous improvement culture, collaborating with other departments to streamline processes and resolve payment issues quickly.
• Reporting & Insights:
  • Provide regular, detailed management reports that showcase team performance, identifying successes as well as areas of opportunity for growth and improvement.
  • Analyze data to predict trends in cancellations and unpaid invoices, leveraging insights to guide strategic decisions.
• Process Implementation & Quality Control:
  • Ensure all collection processes are executed efficiently and in accordance with company standards and legal requirements.
  • Stay current on industry trends and best practices in collections, implementing new strategies or technologies as needed to improve efficiency and results.
    
    

Competencies & Skills:

• Leadership & People Development: Demonstrates strong leadership by "walking the talk," inspiring confidence and driving result with a collaborative and high-performance culture.
• Communication & Language Proficiency: Fluency in Dutch and French is essential, with good command of English considered a strong plus.
• Customer & Results-Oriented: A strong focus on delivering customer satisfaction while maintaining clear business priorities such as minimizing bad debt and improving retention.
• Analytical & Strategic Thinking:
  • Capable of analysing complex data and making informed, fast-paced decisions. Develops strategies to solve payment challenges while maintaining customer relationships.
• Operational Mindset:
  • Prioritizes tasks effectively, balancing operational responsibilities with a strategic overview. Understands business operations and aligns collection strategies with overall company objectives.
• Problem Solving & Continuous Improvement:
  • Always looking for ways to improve processes, reduce inefficiencies, and contribute to operational excellence. Willing to roll up sleeves and take a hands-on approach when necessary.
    
    

Required Qualifications:

• Proven experience in bad debt management, customer service, or retention roles.
• Strong organizational skills with the ability to plan, prioritize, and execute in a fast-paced environment.
• Excellent interpersonal and communication skills with the ability to lead and motivate a small team.
• Previous experience in people management is highly preferred.