Credit & Collection Manager

The Job SummaryThe Credit & Collection Manager is responsible for managing BTC credit &collection operation; analyzing credit risk and managing collection of outstanding debts; assessing creditworthiness, setting credit limits, implementing collection strategies, and ensuring compliance with company policies and regulations; leading and developing a team of credit andcollection professionals to optimize cash flow, minimize bad debt, and maintain positive relationships with customers.Key Responsibilities & Accountabilities1) Credit & Collection Operation & Reporting Manage BTC credit and collection operation collaborating with customers and internal stakeholders ensuring accuracy, integrity and transparencyC O M P E T E N C Y - B A S E D J O B D E S C R I P T I O N2 Competency-based Job Description – Credit & Collection Managerwith a primary objective of enhancing customer experience. Actively participate in development and implementation of credit and collection strategy and plans to achieve the required organizational goals. Set customer communication parameters and protocols aiming to maintain good customer relationships. Communicate credit policies and procedures to internal stakeholders and provide guidance on credit-related matters. Participate in cross-functional meetings to discuss customer accounts, credit limits, and collection strategies. Set collection targets for the team and monitor individual performances on a daily, weekly, monthly and annual basis. Distribute work and tasks among Credit and Collections Department staff. Recommend reward and recognition for high-performing collectors. Collaborate with sales, customer service, and finance to align credit and collection activities with overall business objectives. Build and maintain strong relationships with customers to facilitate open communication and effective resolution of credit and collection issues. Collaborate with external credit reporting agencies, collection agencies, and legal firms to support credit and collection activities. Represent the company in negotiations and discussions with customers regarding payment terms and credit arrangements. Attend BTC board Credit & Collection Committee meetings and present credit & collection performance reports and analysis through dashboardsand templates. Monitor monthly target achievements and report performance to the CFO. Lead, mentor, and motivate a team of credit and collection professionals to achieve set goals and objectives. Provide training and development opportunities to enhance team members& competency level in credit and collection practices. Conduct performance evaluations, set goals, and provide feedback to team members to foster a high-performance culture.2) Credit Risk Analysis Evaluate and analyze the creditworthiness of new and existing customers using credit reports, financial statements, and other relevant data. Establish and maintain credit limits for customers based on risk assessment and company policies. Monitor customer accounts for potential credit risks and take proactive measures to mitigate exposure. Develop and implement credit policies and procedures to ensure consistent and fair credit evaluation processes. Approve credit transactions within the credit committee of the company according to the authorization matrix. Escalate credit transactions that exceed authorization limits to the executive committee. Develop policies to improve and facilitate the tasks of the credit and collections department. Contract with external credit information companies, as and when necessary.3) Collections and Debt Management Manage the collection of outstanding debts from customers, ensuring timely payments and minimizing delinquency. Develop and implement effective collection strategies, including payment plans, negotiations, and legal actions when necessary. Track and report on key collection metrics, such as aging reports, days sales outstanding (DSO), and collection success rates. Analyze collection operations and establish best practices for all types of receivables. Monitor monthly credit transaction reports and monthly performance reports of all collectors. Present and analyze the credit portfolio to the management. Identify, negotiate and finalize contract with electronic archiving companies.4) Customer Experience Support, educate and foster the climate of customer focus with BTC value proposition ensuring the message has reached, understood and strictlyadhered to the customers and the team members. Provide direction and support to CX team for establishing customer engagement programs and raise the bar of customer journey standards. Review and analyze customer feedback to review customers’ level of satisfaction related to credit &collection department. Develop customer-centricity mindset across credit & collection team ensuring all customer needs, concerns and complaints are addressed andresolved swiftly maintaining highest standards of quality and customer satisfaction. Ensure all credit & collection team members meet or exceed customers’ expectations aligning it with the company image, positioning andcorporate objectives. Spearhead building and maintaining high-level relationships with key BTC customers to ensure the successful outcome of BTC business objectivesand plans. Play effective role in promoting BTC capability, capacity, values and expertise to deliver multi-brand products and services to the BTC customers.5) Stakeholder Relations Build trust, develop durable partnerships and maintain strong, long-lasting relationships with all internal and external stakeholders that includeBTC management & teams, board credit & collection committee, cross-functional teams, customers, vendors and third-party partners like externalcredit reporting agencies, collection agencies, legal firms, consultants and government entities. Play a pivotal role in developing and maintaining stakeholders’ confidence and belief in BTC through regulation interactions and communications. Represent BTC corporate image and values while interacting with BTC customers and educate customer-centricity mindset to the team.Work Interactions & Communication RadiusC O M P E T E N C Y - B A S E D J O B D E S C R I P T I O N3 Competency-based Job Description – Credit & Collection ManagerLevel of Interaction☐ Standard: Typical interaction is to request and provide information. Courtesy, tact and effectiveness are required.☒ Advanced: Influence using logic and facts. Communication is important but not critical to the achievement of job objectives.☐ Expert: Win the hearts and minds, changing opinion of people. Critical in achieving the job objectivesInternal Interactions, Communications & Relationships External Interactions, Communications & Relationships CFO Credit &Collection Committee Members Cross functional teams (Sales; CX; Finance; etc.) Credit & Collection Staff Customers External Credit Reporting Agencies Collection Agencies Legal firms Government Entities Electronic Archiving CompaniesQualifications, Experience & Essential Job RequisitesQualifications (Education & Professional Certifications) Bachelor’s degree in Finance, Accounting, Business Administration, or a related field. MBA is a plus. Professional Certifications such as Certified Credit Executive (CCE) and Certified Collections Professional (CCP) are preferred.Experience Minimum 8 years’ experience in credit and collections management, preferably in the car rental industry or a similar environment. Proven track record of managing credit risk and successful debt collection. Experience in leading and managing a team of credit and collection professionals.Essential Job Requisites Competent knowledge in English and Arabic, Spoken and Written Proficiency in using credit management software, financial analysis tools, ERP & MS Office Suite. Strong analytical skills with the ability to assess creditworthiness and identify potential risks. Excellent negotiation and communication skills to interact effectively with customers and internal stakeholders. Strong understanding of credit management principles, financial analysis, and collection practices. Ability to develop and implement credit policies and collection strategies. Strong leadership and team management skills to inspire and guide a high-performing team. Knowledge of relevant laws and regulations related to credit and collections. Detail-oriented with strong organizational, problem-solving, decision-making and time management skills. Ability to work under pressure and handle challenging situations with professionalism. Leadership & management skills with an emphasis on emotional intelligence High-level communication, analytical, interpersonal, team building and presentation skills Result & Detail-oriented and persuasive A customer-centric mindset with a passion for delivering quality service High ethical standards and commitment to integrity