Chief Operation Officer

**Profile Summary
Reporting to the Group CEO and working as a key member of the Collectius Management team, the role will take a leadership role in building, implementing, and overseeing all of the Collectius CMS’s (Credit Management Services). systems, processes, workflows, and procedures. The role will develop, refine and implement Operations strategy. S/he will be responsible for the management of the overall quality and efficiency of operations. S/he will ensure that the company delivers Best in Class service that is client/customer focused and efficient at all times.

**Essential Duties and Responsibilities:

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**Achieve Business Performance
- Accountability for the overall profitability of Group Collectius CMS.
- Convert strategic objectives into actionable plans for performance and growth, helping to implement and achieve company-wide goals.
- Working together with key participants to compile the budget.
- Establishing policies that promote company culture and vision.
- Design and implement business strategies, plans and procedures for business operation.
- Ensure strategic objectives shaped at Executive Management level are translated into tactical business plans with mechanisms for key measurements in place to monitor progress to ensure Collectius collections target and goals are met.
- Coordinate the efforts of the different operational areas under management to ensure mínimal duplication of efforts, maximum efficiency and to maximize value for money.
- Benchmark productivity of the department against industry standards and create measures to improve productivity.
- Responsible, approving, controlling cost and optimizing cost of collections in CMS.
- Analyse effectiveness of processes and systems in use in general for CMS business and recommend corrective action or automation.
- Review performance against balanced scorecard components as agreed by the Executive Management, discuss gaps and agree on action plans to close gaps.

**Driving Business Direction
- To be an integral part and driver of the strategic planning, budgeting and forecasting of business requirements and decision making process.
- Leverage the advantages of bringing together the operational expertise and drive through more efficient ways of working.
- Ensure that risk is effectively addressed in all aspects of the business under the CMS Group.
- Ensure an effective and efficient operating model is maintained for CMS Group.
- Ensure that a proper infrastructure (building, systems and staff complement) is maintained and developed for the company.
- Standardising Dynamic, Genesys Dialer and other productivity tool to be implement in all countries.
- Overseas and approving all workflow and parameters changes in systems.
- Develop and implement strategies to drive operational process improvements and system developments.
- Develop specifications for operational projects that ensure feasibility and financial viability.
- Participate in expansion activities (investments, acquisitions, corporate alliances etc.).
- Oversee daily operations of the company and the work of executives (IT, Marketing, Sales, Finance etc.) to ensure time delivery to meet the operations requirements.
- Assessing and implementing improved processes and new technologies such as digital channel, Machine Learning and etc, and collaborating with management regarding the implementation of these improvements.
- Responsible for capacity and headcount of the operation of Group CMS
- Evaluate performance by analyzing and interpreting data and metrics.
- Evaluate Champaign and Challenger result.

**People Management/Leadership
- Build strong relationships with key stakeholders and peers on Executive Management to ensure the correct focus.
- Provide clear directions on strategic goals, translating and prioritizing them into business and performance measures.
- Lead, inspire and coach a team of high calibre professionals, creating succession to key roles and enhancing CMS management capability.
- Monitor the strict adherence to governance and setting high standards of professionalism across the functions.
- Ensure that managers create effective workforce plans and recruitment demands plans for their areas.
- Review Performance Improvement reports to determine effectiveness of interventions.
- Manage, lead and coach the team to ensure continual improvement in the capability, knowledge and performance of the team.
- Run the team’s performance management process as per company procedures and policy.

**Educational and Experience Requirements and Preferences
- A minimum of 10-15 years of business management experience across a range of business disciplines.
- Should have a Post Graduate degree or MBA from any recognized University/Institute and possesses requisite experience in HR frameworks, financial management, marketing and operations.
- Has leadership and management abilities to oversee the operations.
- Possesses a passion to help team members and clients/customer.