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Job description

To manage and oversee the Collections Contact Centre so that performance and productivity are maximised resulting in overall reductions target being met on a consistent base.

Here’s what you can expect to be doing in the role:

Key performance areas

Manage varied functions which will include revenue generation, sales, production and budget forecasts

• Responsible to ensure the collections area is delivering according to the business plan and targets within budget
• Ensure productivity is optimised through the effective management of the team and driving best practice
• Accurately balance risk and trends in driving innovation in the organization through effective testing and analysis within the area
• Ensure resources and structures supports longer term growth objectives
• Assist in identifying, developing, evaluating, implementing or improving new procedures to improve service levels, customer experience and reduce costs
• Ensure the collections area runs in accordance with relevant legislation, in particular with regard to the FSA / FAIS / FICA
• Maintain awareness of external influences such as legislation and manage accordingly to keep efficiencies and to meet targets
• Ensure the collections area is appropriately staffed to meet operational requirements and targets
• Develop and implement departmental business plans and budgets based on the strategic plan
• Interact effectively with other departments to ensure the smooth running of collections area
• Frequently liaise and negotiate with service providers to ensure and manage best practice, operational reviews on service offering and agreed service level agreements
• Foster an environment that encourages and rewards innovation and challenges current methodologies with a view to improve operational efficiencies across the business

Digitally minded: Adapt current systems and processes and align to business strategy

• Reassess current systems and processes and propose enhancements for optimisation in the area
• Research, investigate and evaluate new technologies for use in collections area
• Benchmark against competitors locally and internationally to ensure best practice
• Task cycles are impacted by other departments and final outputs require testing of proposed implementation or decisions can take more than twelve months

Complex problem-solving: anticipates and prevents re-occurrence of problems

• Responsible in conjunction with management to analyse collections books and execute on agreed strategy
• Clues are complex and contradictory and needs to be verified and interpreted within the existing business environment

Customer service 

• Review and develop strategies to maintain a high level of customer satisfaction in line with business strategy
• Resolve customer queries related to collections within the agreed time frame
• Ensure a culture change within the collections area to be more customer centric

Analysis and reporting

• Compile and produce relevant analysis and reporting and distribute to the relevant stakeholders with recommendations
• High accuracy of output expected in the technical/functional part of the Job. Supervisory tasks must meet company policies, procedures and culture
• Able to deal with situations which require decisions and consideration of solutions that are contradictory due to the changing business and industry environments

Critical thinking: identifies cause and effect patterns and sees multiple relationships

• Ensure that all employees have KPA’s in place which to manage performance levels, that adequately reflects expected performance outcomes and defines appropriate competencies and behaviours of the role
• Improve overall skill levels within the area by ensuring personal development plans are in place to address development needs and career aspirations
• Manage any succession risks by identifying key personnel and developing appropriate succession plans with defined development initiatives to achieve career aspirations
• Reduce attrition levels and promote team engagement by ensuring adequate measures are in place to address pulse survey results
• Ensure adequate and appropriate departmental infrastructure is in place to deliver against KPA’s

Visionary: sets challenging objectives to increase performance levels

• Improve diversity within collections area
• Contribute and manage staff motivation drives

Integrator: proactive plans and organises to effectively and timeously achieve results from various team members

• Implement, monitor and manage any ad-hoc people management projects as agreed by the operations manager
• Ensure successful implementation of projects within the collections area

Requirements

A liitle bit about who you are:

• A minimum of five years’ experience in a collections environment
• A minimum of twi years’ experience at management level
• Working knowledge and experience within a dialer environment including reporting
• Collections strategy experience
• Computer Literate in Microsoft Office, including Excel
• Diploma in credit management will be advantageous

Benefits

• ;Flexible benefits to structure your own package
• Creative agile work environment
• Flexible working hours
• Café and lounge area
• Staff restaurant with a variety of healthy meal options

Posted on 02 Jun 14:34