Collection Operations Account Manager

# One Group | One Power

ELPEDISON is the first independent energy utility in Greece, and a leader in providing outstanding and innovative energy solutions. We operate with enthusiasm in what we do and we pride ourselves of offering our employees a place where they can excel, creating value. We are offering now a set of exciting positions in our headquarters in Athens, to incite our new digital transformation program. If you are skilled in data management, data science, advanced analytics, technology project management, or related fields, this can be a big opportunity for YOUR career.

ELPEDISON, with its two privately-owned power plants in Thisvi (Voiotia) and Thessaloniki, with a total installed capacity of 820 MW, uses natural gas as fuel and ensures a clean and continuous electricity flow, based on a highly environmentally-friendly power generation process.

We are currently looking for a Collection Operations Account Manager to manage and optimize the performance of the external collection team ensuring efficient debt recovery while maintaining compliance with regulatory and company standards. The role also focuses on monitoring key performance indicators, providing training and support to the team, fostering cross-departmental collaboration while continuously enhancing collection strategies, operational processes, physical flows, and system workflows to meet evolving business needs. Aims at resolving disputes, implement innovative tools and maintain strong vendor relationships to ensure effective service delivery.

What will you do:

• Ensure the achievement of company KPIs related to collections by closely monitoring the performance and output of external collection partner teams. Additionally, propose new and improved KPIs to enhance the effectiveness of collection teams and support the achievement of higher collection rates.
• Monitor and control the daily productivity of external collection partners based on established KPIs, ensuring consistency with company expectations.
• Prepare and deliver accurate and timely reports on collection activities and performance metrics. Provide insights to inform decision-making and enhance collection strategies, while also offering feedback on the progress of the daily operations of the external collection partner.
• Provide ongoing coaching to external collection teams through the qualitative assessment of agent calls (calls calibration). Organize training and retraining for the collection team in response to findings or the implementation of new procedures and policies.
• Implement and oversee all collection dunning cycles for Electricity & Natural Gas customers, acting as a liaison with Network Distributors to ensure operational alignment and efficiency.
• Recommend and propose improvements to the dunning processes and operational flows to enhance overall effectiveness and adaptability to evolving needs.
• Actively participate in projects or undertake smaller projects related to the development or adjustment of system functions concerning collection issues (CRs creation, analysis phase, UATs, deployment).
• Monitor the operation of all collection-related processes through relevant systems, ensuring smooth execution and data integrity. Identifies system malfunctions and works with the IT team to resolve them.
• Serve as the primary point of contact, providing the necessary information to the Legal Department and Data Protection Officer (DPO) for the resolution of disputes or complaints arising during the collection process.
• Provide necessary secondary support to other departments/sections on collection related issues through system activities/case flows or other communication channels (phone, e-mail, etc.) on collection issues. Monitors the realization of the required tasks adhering to the targeted MTTR figures.

What you need to be successful:

• A BSc degree in Business Administration, Economics, Mathematics, or a related Applied Science discipline.
• At least 2 years of relevant professional experience, preferably in a similar position in the services sector
• Team supervising and coaching experience 
• Excellent MS Office (especially Excel, MS Access and PowerPoint) knowledge
• Excellent analytical thinking and procedures oriented
• Conflict management and resolution/negotiation skills
• Excellent written and verbal communication skills
• Excellent communication & interpersonal skills
• Advanced English

Our offer to you:

• Competitive salary
• Performance-based variable pay 💰
• Ticket restaurant card 💳
• Transportation reimbursement ⛽
• Private Health Insurance coverage 🩺
• Pension Scheme
• Home electricity and natural gas discount ⚡
• Continuous learning & upskilling opportunities and access to our premium online training platform 📚
• Hybrid Working
• One extra day of paid time off
• Reimbursement for your athletic activities 🥈
• Unlimited fruits and snacks at the office 🥜

Elpedison S.A. will keep your personal information for a period of 2 years from the submission date, after which we will delete your personal data. Elpedison S.A. has the right to transfer your personal information to third parties to whom it has assigned services, which require the collection and processing of such personal data for candidate evaluation in the process of personnel selection.

For more information regarding the processing of your personal information and exercising your rights, please read the ELPEDISON Privacy Policy.