Drive Performance. Lead Transformation. Deliver Excellence.

Are you an experienced collections professional with a passion for operational excellence, stakeholder management, and team leadership?

We are seeking a highly motivated Collections Supervisor, Dutch proficient to play a critical role in driving the success of our collections team. This position offers the opportunity to lead strategic initiatives, manage outsourced collection activities, develop high-performing teams, and shape the future of collections operations through continuous improvement and digital transformation.

If you thrive in a fast-paced environment, enjoy solving complex challenges, and have a proven track record in collections leadership, we would like to hear from you.

Your Mission

As Collections Supervisor, you will ensure the highest quality standards across outsourced collection activities while acting as a trusted expert for operational processes, performance management, and stakeholder collaboration.

You will be responsible for optimizing collection strategies, enhancing operational efficiency, supporting business transformation initiatives, and leading a team focused on delivering outstanding results.

Key Responsibilities

Outsourcing Governance & Quality Management

• Serve as the primary subject matter expert for outsourced telephone collection activities.

• Monitor and continuously improve service provider performance and process quality.

• Develop, maintain, and enhance operational process documentation and collection guidelines.

• Design, implement, and manage quality scorecards and performance evaluation frameworks.

• Initiate and oversee corrective actions and continuous improvement measures.

• Conduct process reviews and lead operational governance meetings with external partners.

Collections Operations & Expert Case Management

• Manage complex collection cases, escalations, complaints, and clarification requests.

• Provide expert guidance on challenging operational situations and customer cases.

• Ensure compliance with internal standards, regulatory requirements, and best practices.

• Support operational activities and contribute to maintaining service excellence across the collection's lifecycle.

Training, Coaching & Capability Building

• Deliver onboarding programs and process training for employees and business partners.

• Act as a coach and advisor for managers, coordinators, and operational teams.

• Foster knowledge sharing and support the development of subject matter expertise.

• Drive capability-building initiatives that improve effectiveness and operational consistency.

Strategic Performance & Market Development

• Support the development and execution of market and collections strategies.

• Identify risks, opportunities, and performance improvement areas through data-driven analysis.

• Create, analyze, and further develop business cases to support strategic decision-making.

• Monitor key performance indicators and translate insights into actionable initiatives.

• Contribute to sustainable performance improvement across markets and operational units.

Stakeholder Management

• Act as a key liaison between the team and local market organizations.

• Coordinate stakeholder alignment, business priorities, and performance expectations.

• Build strong partnerships across operational teams, management, and external providers.

• Ensure transparent communication and effective collaboration at all organizational levels.

Team Leadership & People Development

• Lead, develop, and inspire the team.

• Create a high-performance culture focused on accountability, collaboration, and results.

• Set clear objectives and performance expectations while supporting professional growth.

• Drive employee engagement, coaching, and succession planning initiatives.

Process Excellence & Transformation

• Lead process optimization, standardization, automation, and digitalization initiatives.

• Identify operational inefficiencies and implement sustainable improvements.

• Play a key role in system implementations, IT migrations, and organizational change initiatives.

• Ensure operational stability, business continuity, and effective risk management throughout transformation projects.

What You Bring

Experience & Qualifications

• Commercial vocational training, business degree, or equivalent qualification.

• Several years of professional experience in telephone debt collections.

• Proven experience in collections operations, process management, outsourcing governance, or team leadership.

• Strong understanding of collection workflows, performance management, and customer service operations.

• Experience working with external service providers and cross-functional stakeholders is an advantage.

• Strong knowledge of the Dutch consumer finance and collections market, including customer behavior, collection strategies, and market-specific operational practices.

• Understanding of the regulatory and operational landscape affecting collections activities within the Dutch market.

• Ability to translate market insights into operational improvements and performance-enhancing initiatives.

Language Requirements

• Dutch – minimum C1 level (mandatory) with the ability to communicate confidently with stakeholders, vendors, and business partners.

• English – minimum B2 level (mandatory) for collaboration within an international environment and cross-functional projects.

Skills & Competencies

• Strong leadership and people management capabilities.

• Excellent communication, coaching, and stakeholder management skills.

• Advanced analytical and problem-solving abilities.

• Strong business acumen and results-oriented mindset.

• Ability to manage complexity, prioritize effectively, and drive change.

• High resilience, adaptability, and personal accountability.

• Continuous improvement mindset with a focus on operational excellence.

• Strong proficiency in KPI management, reporting, and performance analysis.

Why Join Us?

• Lead a function with significant visibility and business impact.

• Influence strategic decisions and operational transformation initiatives.

• Be part of an international and collaborative environment.

• Work on digitalization, automation, and continuous improvement projects.

• Grow your leadership career while making a measurable difference to business performance.

• Join a team committed to excellence, innovation, and sustainable success.

Ready to Make an Impact?

If you are a driven collections leader who combines operational expertise, strategic thinking, and a passion for developing people, we encourage you to apply and become part of our journey toward operational excellence.