US Head Collections & Recovery

The US Head of Collections & Recovery (‘C&R’) is a key leadership position for the DLL US organization. The US Head of C&R will be tasked to enhance both the effectiveness and the future efficiency in the C&R domain. Key objectives of this function are to ensure that the way of working and processes within C&R fully align with the introduced new European Banking Authority (EBA) Definition of Default (‘DOD’), to enhance operational excellence, lower customer delinquency inflow, optimize DLL’s Non-Performing Loan (‘NPL’) percentage and mitigate risk costs to the maximum extent possible. All with the goal to position DLL for continued success in a very competitive and rapidly changing marketplace.

Your Function:

Next to the day-to-day management of the US portfolio in the C&R domain, implementing identified process and system improvements are key responsibilities for the US Head of C&R. You’ll oversee a team of seven managers and approximately 140 professionals, responsible for Collections, Early Recovery & Litigation (both split into small and large ticket teams) and a role aimed at Collection Campaign Strategy, Data Management and Process Innovation. The US C&R is responsible for on average 50K collection accounts and covers just over USD 600mln exposure. Together with this team of professionals, you are trusted in leading the required change from the implementation of the C&R organizational structure, as well as pro-actively looking for opportunities for ongoing improvement of C&R processes and use of relevant tooling and technology platforms.

In close co-operation with key stakeholders in the local Business Units (‘BUs’) Sales organization and Operations, you will continue to implement the identified changes, resulting in meeting challenging strategic objectives set for C&R: improved Customer Experience, full Regulatory Compliance and increased Operational Effectiveness and Efficiency. A key part of your role is to lead implementation of approved changes with great persistency while implementing them in a controlled, sustainable, and inclusive manner, while collaborating to align with the key stakeholders.

This role is based in the US at either our Wayne, PA or Des Moines, IA offices.

Find out more here about how you can unleash your full potential at DLL!

All members enjoy

• Two working days per year volunteering for a local charity.
• Health and Wellness program including healthy food, free health checks, fun health & vitality activities.
• Flexible hours with possibility to work from home
• Career development opportunities: online learning, member development programs.
• Check this link to an overview of all benefits in your region.

 

Day to Day

• Management of the C&R portfolio and processes, minimizing risk costs, optimizing collection strategies and bad debt recoveries in line with DLL risk appetite and policies.
• Monitoring and reporting on all risk types in the C&R portfolio, including, risk costs, delinquency, NPL, compliance, provisioning, and terminations in the various BUs. Inform stakeholders (Risk, BUs, Corporate C&R, Audit, Finance) on major developments and pro-active monitoring of trends in the US C&R portfolio and timely take adequate measures to control the portfolio.
• Periodic review of the credit quality of delinquent accounts and adequacy of provisioning.
• Contribute towards fraud identification and prevention
• Translate the global C&R policies & procedures and the defined top-priorities under the global C&R ‘Accelerate & Deliver’ program into local procedures, monitor compliance with governance, policies and authorization levels and ensure quality of processes.
• Participate as a (voting) member in risk related committees (such as Asset Quality Meeting, Local/ Regional Credit Committee, Local/ Regional Risk Committee), deciding on loan strategy (workout) reports and applications.
• Together with the C&R management-team, provide coaching, guidance, create adequate performance dashboards, training and coordination in the C&R risk domain ensuring quality within the C&R domain and a sound risk culture.

 

Transformational:

• Ensure the C&R organization fully adopts the ‘new EBA Definition of default’ way of working, addressing the uncertain economic outlook by focusing on Early Cure and Early Recovery.
• Continue to work on the reduction of delinquency inflow, ensuring that cross-departmental workstreams address root causes of inflow and execute on agreed action plans.
• Together with leads in Operations and Sales, continue to ensure implementation of tools and processes aimed to enhance the customer onboarding process. Work on the cultural change in inside and outside the C&R department required to achieve “first time right” onboarding.
• Promote identification and implementation of new tooling and usage within C&R and ensure implementation (e.g. AI models, workflow tool application, cash application tools, reporting tooling, Robotics applications, payment methods and payment portal enhancements).
• Upon successful implementation, leverage the new C&R tooling, improved processes and unification of the way of working and systems used. Organizational synergies should over time result in optimizing the C&R capacity, increasing effectiveness and efficiency in the C&R domain.
• Help create a dynamic, change-oriented working environment.
• Ensure that appropriate Lean and Change Management techniques are deployed to operationalize improvements. Make data-driven decisions, linking identified outliers in the performance to process improvements.
• Ensure that the created dashboards covering all key C&R performance metrics are effectively used by management to monitor progress of key C&R performance indicators, pro-actively identifying outliers and ensuring delivery of proposed changes for improvement.
• Provide strategic direction for the C&R department and coaching of managers to achieve the above-mentioned enhancements.
• Facilitate professional training and Lean techniques to facilitate members to adopt the new C&R way of working and continuous improvement.

 

Essentials

• Master's or BS degree in Business Administration, Operations Management or technical field relevant to business process engineering is preferred.
• Demonstrated knowledge and expertise in managing an end-to-end lease process and managing customer relations.
• Demonstrated expertise in Operational, Credit underwriting, and Portfolio Management functions.
• Solid understanding of the leasing business model, legislation and new and evolving digital technologies, new (Agile) ways of working and business lean transformation.
• 10+ years of relevant industry experience.
• Previous experience in a managerial/ leadership role (5+ years). Highly effective leadership and decision-making skills and abilities.
• Proven success in leading business transformational and process improvement initiatives, strong execution and change management capabilities.
• Tenacious, influential, and impactful ability to deal with conflicting interests and resistance to change. Ability to nurture key relationships and collaborate with stakeholders across the business.
• Lead with authenticity and as a source of inspiration to large group of members, facilitating the successful integration of the C&R teams.
• Excellent verbal, written communication and presentation skills and the ability to interact professionally. Ability to speak succinctly to senior levels of management across the organization and to manage a diverse audience of stakeholders.
• Demonstrated success in supporting teams to drive innovation and foster a high-performance culture.
• Ability to work within matrixed/ global organization.

 

Choose Wellbeing

DLL’s wellbeing ambition is to educate, equip and empower members to build connections, manage their mental, emotional, physical and financial wellness and maintain balance between work and the other priorities that make up their lives.

Our four wellbeing categories are as follows:

• Connection – Build meaningful connections with other DLL members
• Health – Manage mental, emotional and physical health
• Finance – Provide learning opportunities to help members achieve personal financial health
• Lifestyle – Maintain balance between work and life priorities

There are things that matter to our members and the wellbeing of our members matters to DLL!

Settling In

At DLL, we are many things. We are team members, family members, community member. We are members of society, members of different cultures and nationalities. Members of change. We each have different beliefs, different passions, different viewpoints, talents and interests. We become from different backgrounds, cultures, nationalities and histories.

But for all of our differences, we share one thing in common: each of us are members of DLL.

Our company was founded in the Netherlands. But today we are truly a multinational business. Our unique culture is rooted in higher collaboration, less hierarchy and a honest directness that enable us to integrate, ideate and innovate across country lines.

Many companies say they are European, American, Asian or Australian, at DLL we are all these places and more.

We are a cross-culture collaborative – an interconnected network – that comes together every single day with one goal in mind: Partnering for a better world.

 

Good to Know

Desired Primary Work Location: Wayne, PA / Des Moines, IA

Applicable Pay Range

$200,000.00 - $300,000.00

DLL is considering candidates in numerous locations. The pay estimate displayed represents the typical pay range for candidates hired for this position in the desired primary work location. Pay may be adjusted outside the projected range based on geographical differentiation as well as for any other lawful reason. Additional factors that may be used to determine your actual pay include your specific skills, years of relevant experience you possess, and other work-related qualifications. Many candidates may start in the bottom half of the applicable pay range, especially those with less experience or qualification.

This position is subject to the terms of DLL’s compensation plans and policies. Further, the position includes all other benefits provided to DLL employees, including healthcare benefits, 401k matching, vacation, sick leave, parental leave, possible discretionary bonuses, and all other benefits that are all governed by and subject to ERISA plan documents and eligibility.

• Deadline for application: June 26, 2025 (Due to high volume of applications this requisition may close prior to posted close date)
• The selection process may involve an assessment.
• Applications via email will not be reviewed. Please apply online via our career website: workingatdllgroup.com
• DLL’s referral program applies
• #LI-MACIE
• For more information, please contact our Talent acquisition partner Macie Blazek via Macie.Blazek@dllgroup.com

DLL appreciates the time you spend applying to our openings. We advise only those who qualify for an interview will be contacted. Hiring subject to successful completion of a background check.

DLL is an equal opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes and work environments. If contacted for an employment opportunity, please advise Human Resources if you require accommodation in accordance with our values and all applicable legislation.

 

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