Collection Manager

Responsibilities

Develop and implement collection policies and procedures aligned with company objectives.

Set monthly and annual collection targets in coordination with Finance and Operations.

Establish KPIs to measure collection efficiency and arrears reduction.

Supervision & Team Management

Lead and supervise collection officers and building-level staff.

Assign tasks, monitor performance, and provide guidance on difficult cases.

Conduct regular training on communication, negotiation, and compliance.

Active Collection Follow-Up

Personally engage in collection activities for high-value or overdue accounts.

Maintain direct communication with residents to resolve payment issues.

Negotiate structured payment plans when appropriate, within company policy.

Escalation Procedure

Stage 1 Courtesy Reminder: Phone call, SMS, or email within 7 days of due date.

Stage 2 Formal Notice: Written reminder with clear deadline and penalties.

Stage 3 Direct Engagement: Face-to-face or formal meeting with resident.

Stage 4 Legal Escalation: Transfer case to legal representatives if unresolved.

Ensure each stage is documented in the collection system for transparency.

Legal Engagement & Follow-Up

Act as the primary liaison with external legal representatives.

Prepare and deliver complete case files (payment history, notices, communications).

Track progress of legal actions, settlements, or judgments.

Provide management with monthly updates on legal cases and outcomes.

Prepare weekly, monthly, and quarterly collection reports.

Track KPIs: collection rate, overdue accounts, recovery timelines, escalated cases.

Maintain a centralized log of all collection activities and escalations.

Provide recommendations to improve collection efficiency and reduce arrears.

Stakeholder Communication

Coordinate with building supervisors, finance teams, and residents.

Escalate chronic non-payment cases to executive management.

Ensure transparency and professionalism in all resident communications.

Compliance & Ethics

Ensure all collection activities comply with local laws and company policies.

Handle resident data and financial information with confidentiality.

Maintain professionalism and integrity in all interactions.

Education

Bachelor s degree in Business Administration, Finance, Accounting, or related field.

Experience

5 7 years in collections, credit control, or financial operations.

Proven track record in supervising teams and achieving collection targets.

Experience in residential property management or facility management preferred.

Direct exposure to legal escalation and debt recovery processes.

Skills

Strong negotiation and communication abilities (bilingual fluency is an asset).

Analytical mindset with proficiency in reporting tools (Excel, ERP systems).

Excellent documentation and case management skills.

Ability to handle pressure and manage sensitive resident relationships diplomatically.

Personal Attributes

Persistent, detail-oriented, and results-driven.

High integrity and professionalism in handling financial matters.

Strong leadership with hands-on involvement when required.