Operations Director

at  PPL PRS

We have an exciting opportunity for an Operations Director to lead Client Services, Collections, Service Delivery and CX teams and have overall accountability for cash collection and debt recovery, as well as key aspects of the licensee experience.

The overall purpose of the role is to.

• develop and implement the customer strategy and plan, which supports the delivery of the company’s strategic objectives for cash collection, customer experience and business growth.
• maximise cash collection and debt recovery whilst ensuring customers receive the best service possible.
• support the MD in maintaining and developing excellent working relationship with PRS & PPL, by ensuring that cash collection targets, quality levels and other key SLAs are delivered.
• take overall accountability for the performance of the client services, collections, account management, service delivery and CX teams.

EXPERIENCE AND QUALIFICATIONS

• Management of significant cash collection and debt recovery and costs budgets
• Experience of working in a similar role
• Experience of managing account management and customer experience functions.
• Significant track record in implementing cash collection and debt recovery strategies & processes.
• Ability to build and motivate high performing service teams, including collections and debt recovery.
• Experience of managing outsourced debt collection agencies.
• Executive stakeholder relationship management experience
• A capable and experienced negotiator, with a proven track record of successful commercial negotiations
• Leadership at a senior, including executive, stakeholder level.
• Experience of system and CX transformation programmes advantageous
• Understands direct and indirect collections models and business development experience.
• Understands the full customer lifecycle from sales to collections and enforcements.

• develop and implement the customer strategy and plan, which supports the delivery of the company’s strategic objectives for cash collection, customer experience and business growth.
• maximise cash collection and debt recovery whilst ensuring customers receive the best service possible.
• support the MD in maintaining and developing excellent working relationship with PRS & PPL, by ensuring that cash collection targets, quality levels and other key SLAs are delivered.
• take overall accountability for the performance of the client services, collections, account management, service delivery and CX teams