Manager Outbound Collections - Midrand Verfied

R 80000 per month Midrand, Gauteng Midrand, Gauteng more than 14 days ago 31-07-2017 9:28:23 AM
25-09-2017 9:28:23 AM
Manager: Outbound Collections R750K – R1 million - Midrand

Purpose
The purpose of this role is to ensure that the outbound collections teams are effectively managed in executing the collections strategy

Skills, Qualifications and experience qualifications requirements:
• Relevant Diploma or Degree advantageous
• Minimum 10 years’ Management experience in a call centre operational environment ESSENTIAL
• Must have minimum 3 – 5 years previous experience in Outbound Collections
• Ability to clearly articulate process, exceptions and expectations from a team
• Working knowledge of retail credit
• Working knowledge of process and control design
• Working knowledge of the regulatory and legal environment as it affects lending

Key Performance Areas:
• Contribute to the formulation of the collections strategy, implement the strategy and manage to targets (roll rates, cash collected, and impairment result).
• Ensure outbound collections teams have the capability to implement the required policy, business rules and controls in a cost effective manner whilst adhering to service standards
• Ensure operational effectiveness and efficiencies of the outbound collection team
• Ensure all risks in the operational area are identified and appropriate preventative and detective controls are in place and embedded in the operation
• Ensure staff are motivated and performing as required through clear structure and performance and behavioural management
• Ensure service expectations are met and any perceived breakdowns are managed pro-actively.
• Effective team work and Self-Management
• The Head of Collections in terms of strategy communication, including measurement agreement, target setting and performance monitoring.
• MIS team in context of analyses and reports required from that area.
• HR executive in context of staff motivation and performance
• Management assurance in context of control design and embedment
• Contribute to the formulation of the collections strategy, implement the strategy and managed to targets.
• Active feedback in terms of emerging trends/ exceptions that may impact credit quality.
• Implementation of collections strategy and changes.
• Achievement of agreed targets in context of the collections strategy and customer service measures.
• Clear communication on operational performance and issues relative to trends and expectation by way of the credit deck Quality standard.
• Ensure originations operational team has the capability to implement the required policy, business rules and controls in a cost effective manner whilst adhering to service standards
• Ensure all processes and exceptions are defined and documented
• Ensure systems and processes are changed to remain relevant with emerging business needs Objective standard.
• Ensure staff are skilled, adequately trained and fully aware of what is expected from them to perform their functions
• Ensure operational effectiveness and efficiencies of the outbound collection team
• Ensure all operational effectiveness drivers are documented and communicated to the team. (e.g. Number of calls, Number of PTP’s, Call / PTP conversion rate etc.)
• Ensure all operational efficiencies targets and documented, communicated and managed e.g. Kept rates, Quality score, R-value collected
• Ensure all risks in the operational area are identified and appropriate preventative and detective controls are in place and embedded in the operation Maintain a register of risks in operational area
• Evidence QA and embedment of controls on a monthly basis
• Formulate and communicate a fraud response plan for the operational area
• Ensure staff is motivated and performing as required through clear structure and performance and behavioural management.
• Ensure KPAs are in place for all staff members
• Ensure performance assessments are concluded at appropriate frequency
• Ensure staff training requirements are defined and met
• Ensure staff behaviour is consistent with company values through addressing behaviour that is contra and encouraging behaviour that is consistent
• Ensure staff expectations and company expectations do not diverge
• Focus on hygiene matters (leave/ pay/ study support etc.) Verifiable.
• Ensure service expectations are met and any perceived breakdowns are managed proactively
• Agree and monitor service measures with NBD executive
• Actively intervene in any service breakdown to recover service experience Initiate change in people/ system or process to enhance service experience or avoid repeat of service incidents
• Consistently manage own priorities so as to achieve all deliverables
• Follow any lawful and reasonable instruction from your manager and adhere to policies and procedures Act as part of the team and always assist other members of the team to achieve common goals
• Adherence to the fraud policy, departmental Fraud Response Plan (FRP) and associated policies and procedures.
• Timely reporting of all instances of suspected or proven fraud via the appropriate reporting channel