ARMA Group is a rapidly growing ASX listed specialist provider of contingent debt recovery solutions, based in perfectly positioned, Alexandria - right next door to The Grounds. We provide innovative and industry leading technology that transforms the way business’ engage their customers regarding payments and service a large number of clients across all industry sectors – including some of Australia’s best-known brands. In keeping with our group's commitment to outstanding customer care we strive to ensure that we operate with a key focus on respectful, positive, and empathic engagement with all customers to help identify and resolve their financial situation by achieving the best possible outcomes. The Recoveries Manager of our Commercial Team is responsible for the implementation of effective collection and recovery strategies for key clients. You will need to display emotionally intelligent leadership and responsible of oversight and reporting of commercia related operations and motivating employees. You will be required to actively engage with your teams, clients, and manage workflows, KPIs, performance management, client campaigning, reporting, complaints, breaches. In addition, you will be responsible for recruitment, training preparation, coaching, and learning and development of ARMA employees. Reporting and analytics is a critical component of the role and making data-based decisions to achieve the best results for ARMA and the client is key. Additionally, the innovative development of client reporting to provide new insights to portfolio performance to enhance client relationships is essential. You will also need to ensure that you are in adherence to all forms of compliance with all and any relative legislative and regulatory requirements and act ethically. You will always conduct yourself appropriately within a high-performance culture, whilst demonstrating behaviours aligned with the ARMA values. This will be achieved through taking accountability, ensuring personal responsibility and continuous improvement to deliver efficiency, market leading customer satisfaction, and process improvements. MAIN DUTIES & RESPONSIBILITIES: Daily • Daily stand up and with team and discuss results against targets, daily strategy, and client focus areas • Review and allocate work queues, inboxes, and setup phone dialler activity • Final point of contact for all customer escalations and complaints • Manage employee enquiries regarding claim management and respond with recommended action or approach • Distribution of daily results against targets to department • Management and monitoring of individual performances issues and remedial action and planning • Distribution of letters, SMS, and phone campaigning • Strategic campaign development to maximise third party contact and recoveries • Adhoc tasks and management support where required • Ensure any industry legislation and guidelines are always being adhered too. Weekly • Weekly performance summary and development plan and strategy for subsequent week • Review of aging portfolio and development of SMS, letter, and settlement campaigns Monthly • Scheduling and completion of monthly 1:1 discussion with team to discuss results • Support in preparing and obtaining reporting data for client performance summaries • Obtain data and develop reporting and complete summaries for MBR’s Quality and Data Security • Conform to requirements of ARMA’s Quality & Information Security Management System, including privacy and confidentiality requirements. • Participate in internal and external audit of the Quality Management System. Ideally, you are: • Understanding of Quality & Information Security Management Systems • Highly developed communication skills with the ability to demonstrate emotional intelligence, specifically in displaying respect and empathy. • Strong time management, problem-solving, conflict resolution, and organisational skills • Ability to adhere to deadlines while balancing a high-volume and fast-paced workload. • Possess an advanced level of attention to detail • Self-motivated with a healthy initiative and ability to work as part of a team and autonomously. What We Can Offer You Our most important asset is our people. Simple. that's why we are committed to investing in our employees with the following: Monthly Bonus Incentive Scheme linked to performance Fantastic training programs that are focused on customer care and hardship, as well as other ongoing development and growth opportunities. EAP (Employee Assistance Program) available for all staff as we understand and care about your wellbeing. Being part of a larger and rapidly going ASX list group of companies, which means more opportunities to grow into future roles. FUN…we work hard and as a result recognise the need for fun We acknowledge our teams' hard work through employee incentive programs, quarterly awards and team building outings. Our company social club The Collective, works hard to bring our staff together for various events and initiatives to foster strong relationships with the people we spend our day with. Equal Opportunity Employer ARMA aspires to be the exemplar employer of choice for people from diverse backgrounds. ARMA aims to ensure equality in recruitment, development, retention, and promotion of staff and that no-one is disadvantaged on the basis of their gender, cultural background, disability, sexual orientation or identity or Indigenous heritage. We encourage everyone who meets the selection criteria to apply. To apply please submit your resume and cover letter via the below link. Candidates without permanent Australian residency or a valid work visa need not apply. As part of our recruitment process, we require all successful applicants to undergo a police check. This is a mandatory requirement for the position. For more information contact us at careersarmagroup.com.au To find out more about our company visit https://www.armagroup.com.au We look forward to hearing from you