Relationship Manager

7 days ago

Athens, Attica, Greece Cepal Hellas Financial Services S.A. Full time €45,000 - €55,000 per year

Role Purpose

The Modifications Outsourcing RM is responsible for managing relationships with external agencies, ensuring alignment with Company strategy, and monitoring Key Performance Indicators (KPIs). This role involves evaluating the performance of external agencies, providing guidance and training, and resolving issues promptly to maintain operational efficiency.

Main Responsibilities

  • Monitors target achievement metrics daily, including work effort, RPC (Right Party Contact) rate, promise rate, and kept rate, to track performance accurately
  • Provides guidance to external agencies when they deviate from targets, ensuring alignment with performance expectations
  • Evaluates the quality and experience of allocated human resources in external agencies, suggesting corrective actions as needed
  • Ensures that external agencies have the appropriate infrastructure (e.g., IT support) for proper portfolio management and analysis
  • Ensures full alignment with strategy and procedures, maintaining consistency and adherence to organizational goals
  • Executes or coordinates training sessions for supervisors and agents of external agencies regarding new programs and policies
  • Ensures immediate and effective resolution of any problems or malfunctions that arise, maintaining operational efficiency
  • Acts as the primary contact for external agencies, addressing any operational issues or malfunctions
  • Coordinates with internal teams, AB Branches, Hubs, or Debtors to resolve problems and maintain operational efficiency
  • Supports the lifecycle of applications from submission to implementation, ensuring smooth and efficient processes
  • Acts supportively to resolve any problems that arise during the process, addressing issues promptly and effectively to minimize disruptions

Requirements

Education, Experience and Technical Skills

  • Bachelor's degree in Economics, Banking or other related field- would be consider as an asset.

  • More than 4 years of proven experience in portfolio management and/or call center

  • Excellent level of written and oral communication in Greek

  • Computer Literacy, advance use of MS Office Applications

Competencies

  • Excellent interpersonal skills and ability to communicate effectively at all levels
  • Strong team management skills
  • Results orientation and achievement drive
  • Accountability, ownership and ability to maintain confidentiality
  • Problem-solving Skills
  • Customer focus (Internal/External)

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