Client Relations and Collections (CRC)

SUMMARY:
The Head of Client Relations and Collections is responsible for the strategic direction and operational effectiveness of the Client Relations and Collections department. This role involves developing and implementing strategies that align with institutional goals, fostering a positive work culture, and ensuring optimal performance in both collections and academic support functions. The Head will lead a team of supervisors, monitor performance metrics, and manage high-level escalations.
Responsibilities:

• Set and communicate the vision and strategy for the Client Relations and Collections department.
• Develop long-term plans to balance collections and academic support goals effectively.
• Collaborate with finance, academics, and other departments to ensure smooth operations.
• Streamline processes for both collections and academic support.
• Introduce tools and systems to increase efficiency and productivity.
• Mentor and develop Collections Managers, ensuring their teams meet goals.
• Monitor performance metrics related to collections recovery rates and student academic support outcomes.
• Regularly review team performance and adjust strategies as needed.
• Manage high-level escalations related to collections and student academic issues.
• Act as a point of contact for institutional leadership and external partners.

• Bachelor's degree in business administration, Finance, Education, or a related field; a Master's degree is preferred.
• Minimum of 7 years of experience in a leadership role within client relations, collections, or a related field.
• Proven track record of developing and implementing successful strategies.
• Strong analytical skills and the ability to make data-driven decisions.
• Excellent communication and interpersonal skills.

• Strong organizational and multitasking abilities.
• Ability to work collaboratively across departments.
• Proficiency in relevant software and systems used in collections and academic support.
• Commitment to maintaining confidentiality and professionalism.
• Knowledge of legal regulations and ethical standards in collections.

POSITION INFO:

• Leadership and Strategy (30%)
• Process Improvement and Integration (20%)
• Team Leadership and Development (25%)
• Performance Management and Reporting (15%)
• Stakeholder Management and Escalation (10%)