Global Learning for Operational Leaders
Classroom
12 sessions
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Online / Live
12 sessions
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Introduction
Course overview
Collection managers play a critical role in maintaining cash flow, managing collection teams, ensuring regulatory compliance, and driving operational performance. This course provides participants with the leadership, operational, compliance, and performance management skills required to successfully manage modern collection departments while achieving organizational objectives and maintaining professional standards.
What you will achieve
Learning objectives
- Develop effective leadership skills for collection operations
- Build and manage high-performing collection teams
- Implement effective recruitment and performance management practices
- Strengthen compliance management within collection environments
- Improve collection floor operations and productivity
- Apply data-driven decision-making to improve collection outcomes
- Develop strategies to balance operational efficiency and regulatory compliance
Who should attend
Target audience
- Collection managers and supervisors
- Credit and collections professionals
- Debt recovery managers
- Collection team leaders
- Accounts receivable managers
- Customer recovery specialists
- Professionals responsible for collection operations and compliance
- Target Competencies
Methodology
Learning approach
- The course combines interactive presentations, practical workshops, case studies, role-playing exercises, group discussions, performance management activities, compliance reviews, and real-world collection management scenarios.
Course content
Five focused days of learning and application
Day 1
Leadership Excellence for Collection Managers
- Understanding the principles of effective leadership within collection environments
- Managing challenging situations and difficult workplace behaviors professionally
- Clarifying managerial responsibilities and strengthening leadership influence
- Setting personal and operational goals to improve leadership effectiveness
- Applying structured decision-making techniques to operational challenges
- Developing leadership strategies that support high-performance collection teams
Day 2
Building and Leading High-Performing Collection Teams
- Developing trust, communication, and collaboration within collection teams
- Creating a shared vision, purpose, and team values
- Establishing team objectives that promote accountability and performance ownership
- Understanding team roles, responsibilities, and workflow processes
- Applying conflict management and problem-resolution techniques
- Establishing team standards and behavioral expectations
- Conducting productive meetings that drive action and measurable outcomes
Day 3
Recruitment, Performance Management, and Employee Development
- Identifying and selecting suitable candidates for collection roles
- Developing structured and legally compliant interview processes
- Leveraging recruitment channels and talent sourcing strategies effectively
- Establishing key result areas and performance indicators for collection staff
- Conducting meaningful performance evaluations and assessments
- Delivering coaching, feedback, and performance improvement support
- Building a culture of continuous learning and performance excellence
Day 4
Collection Compliance and Regulatory Management
- Understanding regulatory requirements affecting collection operations
- Reviewing industry standards, compliance expectations, and governance practices
- Establishing and maintaining effective compliance management systems
- Defining compliance responsibilities and accountability structures
- Applying compliance monitoring, reporting, and continuous improvement processes
- Identifying common compliance risks and implementing preventive measures
- Utilizing compliance tools, checklists, and operational controls effectively
Day 5
Collection Floor Operations and Performance Optimization
- Managing collection inventories, account assignments, and workload distribution
- Operating an efficient and compliant collection environment
- Developing and monitoring collection performance indicators and operational metrics
- Implementing operational best practices to improve productivity and effectiveness
- Utilizing performance data and analytics to support decision-making
- Identifying opportunities for process improvement and operational excellence
- Practical case studies and application of collection management best practices
FAQ
Frequently asked questions
What does Professional Collection Manager (PCM) (LM-037) cover?
This course covers Leadership and Management through a structured five-day outline focused on practical application, discussion, and implementation planning.
When is the next available session?
The next scheduled session starts on 25 - 29 January 2027, with additional classroom dates and mirrored Online / Live options listed in the course schedules section.
Who should attend this course?
Collection managers and supervisors, Credit and collections professionals, Debt recovery managers
Is bilingual course delivery available?
Yes. All course materials and presentations are provided in English, while bilingual explanation and discussion support may be available depending on the selected location and trainer availability. For example, when attending a course in Istanbul, you may request a Turkish-speaking trainer to explain the English course content in Turkish. Arabic explanation support may also be requested at this location. Other languages are available in selected cities. You can choose your preferred language support as an optional preference during registration.
How can I register for a session?
Use any Register button next to the available course dates to open the participant registration page and submit your booking request for the selected session.
Is this course available online as well as classroom-based?
Yes. The course detail page includes both classroom sessions and Online / Live sessions, with online options aligned to the same course dates for easier planning.
Where are classroom sessions delivered?
Current classroom venues include Amsterdam, London, Istanbul, Vienna, Barcelona, Paris, Frankfurt.
How long is the training programme?
The programme runs for five days, with up to five training hours per day, from 9:00 AM to 2:00 PM. Each programme includes a total of 25 accredited training hours.
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