Ongoing review of team productivityEnsuring team goals are aligned to business strategy and goalsPublishing reports , Pending Report, Productivity Report, Roster, allocation reports, providing required data as & when requiredLead a high performing team through ongoing change management to maximize business performanceBe the point of contact for business analysis, recommendation and workforce consultation for forecasting, resource planning efficiency and effectiveness of inbound & outbound Full Time Employee (FTE) managementPartner with National team, enabling Collections to execute strategies by ensuring the appropriate planning of inbound & outbound resources facilitating first class, highly effective Client experienceLead, develop and maintain department function goals/objectives and process knowledge for the National teamProvide a clear line of sight for the Agent/Client experience, while mitigating operational, financial and reputational risk

collection for high outstanding from Write off Cases/Skip Cases/Hard-Core+ cases with top target achievement.• Deep Tracing skip customers, successfully contacting right party and/or third party references to reach a settlement and collect the outstanding amount.• Work on hard-core portfolios including (DU, FAB , ADCB , etc.) and various commercial clients.• Review the list of assigned customers daily mainly UAE citizens and secondly most of the nationals to identify past due invoices and make a successful settlement.• Make collection calls, field visits, communicate via email and dunning letters in order to collect past-due items in the most professional manner.• Report on daily metrics identified y the department with may include a number of customer contacts, credits initiated, past due balances collected, etc.• Make recommendations on the settlement with customers who have service issues or billing disputes.• Work in a team environment and participate in daily, weekly and monthly team meetings.• Experience in CRM.

Contact customers regarding collection and payments issues, maintain trustful relationships and ensure proper coordination with clients for timely payments , payments schedules and agreements , provide proper information on various offers and resolve client discrepancies disputes complaints, updating summary calls with memos on HKDC & CRM systems , maintain the daily collections productivity reports including accounts status. communicating with clients on debt collection and general issues ,maintain customer records and follow up on billing disputes to ensure customers’ satisfaction. preparing financial statements, balancing general accounts and entering the payment, however managing bankruptcy and delinquency processes, identifying when legal action is needed

*Manage large amounts of incoming phone calls*Generate sales leads*Identify and assess customers’ needs to achieve satisfaction*Build sustainable relationships and trust with customer accounts through open and interactive *communication*Provide accurate, valid and complete information by using the right methods/tools*Meet personal/customer service team sales targets and call handling quotas*Handle customer complaints, provide appropriate solutions and alternatives within the time limits; *follow up to ensure resolution*Keep records of customer interactions, process customer accounts and file documents*Follow communication procedures, guidelines and policies*Take the extra mile to engage customers

*Present, promote and sell products/services using solid arguments to existing and prospective customers*Perform cost-benefit and needs analysis of existing/potential customers to meet their needsEstablish, develop and maintain positive business and customer relationships*Reach out to customer leads through cold calling*Expedite the resolution of customer problems and complaints to maximize satisfaction*Achieve agreed upon sales targets and outcomes within schedule*Coordinate sales effort with team members and other departments*Analyze the territory/market’s potential, track sales and status reports*Supply management with reports on customer needs, problems, interests, competitive activities, and potential for new products and services.*Keep abreast of best practices and promotional trends*Continuously improve through feedback