A team management approach inspired by sales
For Scarlett, managing a Credit Management team is similar to managing a sales team. She views Credit Management as a financial relationship with clients that demands the same level of rigor, proactivity, and commitment as commercial relationship management. The key is to set clear cash targets for each team member, along with monthly performance indicators.
Each month, you need to define individual cash collection targets for the team and monitor them rigorously. Tools like My DSO Manager can be used to set precise goals based on outstanding receivables and recovery forecasts.
explains Scarlett.
Setting monthly objectives allows team members to track their progress and adjust their actions throughout the month to maximize collections and anticipate end-of-month customer delays. In doing so, team members take ownership of the company’s cash flow forecasts and feel a sense of responsibility. Scarlett emphasizes the importance of setting ambitious yet realistic goals, which encourage teams to excel while maintaining motivation.
Managing and monitoring objectives on a weekly basis
Beyond monthly objectives, Scarlett advocates for weekly follow-ups to stay on course and adapt actions based on results. Each week, she organizes a one-hour meeting to review the previous week’s performance and guide the focus for the upcoming one. This regular check-in helps quickly identify roadblocks, address any challenges, and adjust priorities when needed.
Weekly tracking helps maintain team momentum and gives each team member a clear view of where they stand in relation to their targets.
Scarlett explains.
She emphasizes the importance of approaching these meetings not in a punitive manner, but as an opportunity to offer guidance and support team members in prioritizing their actions. This regular follow-up also serves to recognize individual efforts and maintain a positive and motivating work environment.
Customer portfolio reviews and individual coaching
Mid-month, Scarlett conducts a detailed review of each team member’s customer portfolio. During these sessions, she goes over around ten client accounts per person, analyzing the actions taken, the outcomes achieved, and any roadblocks encountered. This one-on-one support allows team members to develop their skills in real-life situations and receive tailored solutions for the specific challenges they face.
We focus on a handful of clients, often those with high stakes or complex issues. The goal is to help the team member build an effective action plan and support them in its execution.
says Scarlett.
This personalized coaching is a powerful lever for both motivation and professional development. Team members gain valuable customer relationship management skills and learn how to handle more strategic accounts, allowing them to grow in their roles and strengthen their expertise.
Developing proactivity and situational intelligence
Scarlett places great emphasis on training her teams to be proactive and develop situational intelligence. She explains that in Credit Management, it’s not enough to simply send an email or make a phone call to request payment. What truly matters is the result — and the ability to adapt actions based on client responses and behavior.
Situational intelligence means understanding why a collection action may remain unanswered and adjusting your approach accordingly. Sometimes, that means escalating to a decision-maker or tackling the issue from a different angle.
Scarlett explains.
This approach encourages team members to go beyond merely following procedures. Instead, they use their judgment and insight to determine the best course of action or proactively suggest internal strategies. Scarlett trains her team to analyze client behavior, detect signs of cash flow tension, and tailor their approach to each client’s specific profile. This skill is essential for moving beyond task execution and establishing a relationship of trust with clients.
Promoting autonomy and empowering team members
Scarlett also highlights the importance of allowing team members to manage their portfolios independently and encouraging them to take initiative. She believes it is essential to empower teams by giving them the freedom to act, while remaining available to provide support and guidance when needed.
It’s important to give team members enough leeway to manage their cases and feel accountable for the outcomes. This creates an environment where they can take ownership of both their successes and their learning experiences.
she explains.
The trust and autonomy she fosters within her teams contribute to a stimulating and rewarding work environment, where individuals feel both supported and responsible.
Conclusion: Motivated teams for effective debt collection
For Scarlett Favre-Verand, a high-performing Credit Management team is built on clear objectives, regular follow-ups, and personalized support. She firmly believes in the importance of proactivity, accountability, and situational intelligence to maximize collection efficiency while preserving positive client relationships. By fostering autonomous and motivated teams, she creates a work environment where each member is actively engaged and invested in achieving cash flow targets.
Stay tuned! In the next and final episode, Scarlett will tackle the crucial topic of resistance to change within organizations and share strategies to support sustainable business transformation.