Summary
Overview
Work History
Skills
Alternative References
References
Affiliations
Accomplishments
Certification
Timeline
Generic
Deborah Cecil

Deborah Cecil

Melbourne,VIC

Summary

Recoveriescorp 2011- Current

Results-oriented Operations Manager with over 10 years experience in Debt Collections & Financial Hardship at Recoveriescorp, specializing in managing RCL Insource models for clients in Utilities, Insurance and Government sectors at a high level. Proven track record of delivering high-performing teams while ensuring strong engagement with personnel. Throughout my tenure at Recoveriescorp, I have navigated various roles, showcasing an exceptional work ethic, robust leadership capabilities, reliability, and a consistent ability to achieve success. I am particularly skilled in leading workforces dedicated to providing customer service in debt management and supporting vulnerable customers facing hardship.

I am a Dedicated and organized professional with strong relationship-building and problem-solving skills. As a self-motivated team player, I am adept at cultivating partnerships and building lasting relationships across all demographics and management levels. I bring dynamism and reliability, coupled with exceptional leadership skills transferable, to any setting.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Operations Manager

Recoveriescorp
Melbourne, VIC
01.2016 - Current
  • Responsible for the day to day functions of large workforces currently at 150+ (up to 250 FTE) onshore and offshore.
  • Experienced in daily management of Recoveriescorp Insource.
  • Delivery of high performance outcomes against client SLA's across all sites
  • Management and implementation of internal KPIs and bonus targets
  • Client and stakeholder relationship management
  • Work towards achieving business Revenue forecasts
  • Problem solving in real time
  • Forecasting FTE needs in Insource environment
  • Employee engagement focus within our team to ensure there is a balance of work and culture
  • Develop and upskill employees through succession planning
  • Implement strategic initiatives for better practice internally and externally
  • Focus and experience in reduction of employee turnover across all centres in Insource.
  • Maximize revenue opportunities through new strategies and delivery of quality performance
  • Management of occupancy to ensure clients telephony coverage requirements are met
  • Review and deliver team performance to client and internal COO
  • Continuously drive Best practice models of debt collection
  • Evaluate external reporting systems, processes and procedures and recommend change that will improve productivity and profitability
  • Devise methods to strengthen the structure of the Business Unit and improve performance.
  • Profit and Loss margin forecasting.
  • Oversee contact centre managers recruitment planning.
  • Direct reports consist of Contact Centre managers, L&OD consultant and Business Data Analyst (Insource).

Team Leader - Insource

Recoveriescorp
Melbourne
01.2015 - 01.2016
  • Recruiting, inducting, developing and motivating staff
  • Auditing frontline capabilities to identify training and development needs
  • Champion of customer service skilling within frontline staff
  • Conducting team meetings to facilitate feedback and team communication
  • Managing staff attitude and performance issues including reviewing individual/team scorecards and performance on an ongoing basis
  • Task and resource allocation
  • Call monitoring and file auditing to evaluate adherence to SLA's, client scripts, and legislative obligations
  • Internal and external reporting
  • Drive team to meet client Service Level Agreements including ongoing reporting and client liaison
  • Understanding of legislation relevant to role
  • Staff management engagement
  • Continually evaluate systems, processes and procedures and recommend change that will improve productivity and profitability
  • Devise methods to strengthen the structure of the Business Unit and improve performance.

Quality Audit Officer

Recoveriescorp
Melbourne
01.2014 - 01.2015
  • Delivery of Quality results for telephony staff across the business in Government & commercial work force, providing areas of improvements and areas of strengths found in calls
  • Assessing telephony staff calls to ensure client requirements are met and ensuring legislation is being met in all calls
  • Providing specific training gaps for each team across the business to improve each teams overall grading
  • Identify and recommend areas of improvement for each team
  • Support the leadership team with training suggestions and content.

Skills

Operations Manager

  • Day-to-day management of small and large workforces
  • Internal and external stakeholder relationship management
  • Performance management - People
  • Employee engagement
  • Strategic planning and implementation
  • Succession planning
  • Upselling initiatives to gain expansion/contract extensions based on performance outcomes
  • Client onboarding - "Transition in/Out planing"

Communication and Collaboration:

  • Effective communication with clients, stakeholders, and internal teams
  • Collaboration with leadership to implement strategic initiatives
  • Liaising with clients and managing client relationships

Personal Attributes:

  • Exceptional work ethic
  • Strong leadership capabilities
  • Reliability and consistency
  • Proven track record of success
  • Results-driven mindset
  • Focus on balancing work and culture

Alternative References

Available upon request

References

  • Linton Webster, General Manager - Outsourcing & Data 0439 927 880
  • Daniel Greenhoff, Chief Customer Officer 0420 802763

Affiliations

  • Beyond my professional endeavors, I am passionate about family trips and actively invest in connecting with my children through their hobbies. Notably, I have volunteered as a team manager and a coach for the Wyndham City Rhinos Rugby Union club for the several years, reflecting my commitment to community engagement and leadership outside the workplace.

Accomplishments

  • Winner of Recoveriescorp prestige 'Manager of the Year' award.
  • Winner of Recoveriescorp 'Top Gun of the Year' award

Certification

  • Cert 4 in Business management
  • Level 1 Rugby Union Coach

Timeline

Operations Manager

Recoveriescorp
01.2016 - Current

Team Leader - Insource

Recoveriescorp
01.2015 - 01.2016

Quality Audit Officer

Recoveriescorp
01.2014 - 01.2015

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Deborah Cecil