We have an exciting opportunity for an experienced Collections Team Manager who enjoys working in a highly pressurized, dynamic, target driven environment. The purpose of the job will be to manage a team of learners in our Collections Department by improving and maximizing collection of outstanding revenue for private label card accounts through successful planning, directing, and supervision.
KEY ACCOUNTABILITIES
- Coaching and mentoring of Team: Identify training needs and ensure adequate training and coaching takes place.
- Team administration: Active involvement with employee life cycle including conducting probation reviews, return to works, addressing any behavioral concerns in line with the Company’s Disciplinary policy and managing the team’s absenteeism in line with required targets and Company processes
- Drive and manage collections targets: Setting, tracking and reporting individual targets for each call centre agent within the team. Develop and implement programs and procedures to improve collector and collecting productivity
- Team operational performance, monitoring and reporting: To collate and effectively utilize reports for performance management of department KPI’s. Conduct regular performance reviews with team and address any under performance in line with Company policies and procedures
- Selection and staffing: Manage staffing forecasts and requirements and ensure effective recruitment practices when employing new staff
- Resourcing, capacity (people / infrastructure / systems), optimization and utilization: Ensure that the team has the resources and tools to perform what is expected of them. Communicate roles and responsibilities to team
- Customer Service: Promote excellent customer service orientation within team and resolve customer complaints and queries. Demonstrate continuous effort to improve operations processes and work cooperatively to provide quality customer services.
- Risk management & compliance: Detect and escalate Fraud and misrepresentation to the respective lines and department
Leadership Competencies:
- Strong problem solving, organizational and negotiation skills
- Strong communication(both verbal and written) and customer service focus
- Ability to work in a highly pressurized, competitive, target driven and dynamic environment
- Demonstrate strong ability to lead and influence people
- Confidence and Decisiveness
- Resilience and adapting to change
- Accountability
- Patience, endurance & tenaciousness
Technical and Functional Competencies:
- Knowledge of collections processes and methodologies
- Knowledge of the NCA as applicable to the collections environment
- Understanding of the various legal processing as pertaining to the collections environment
- Understanding of the consumer credit environment
The Team Manager: Foneyam Collections is responsible for meeting the business objectives by improving and maximizing the collection of outstanding revenue for private label card accounts through successful planning, directing, and supervision of operations and employee activities of the Collections Team.
Manage daily operations
- Develop and implement programs and procedures to improve collector and collecting productivity
- Manage measurement standards for the improvement of performance and operational effectiveness
- Resolves customer complaints and queries
- Ensures acceptable levels of delinquency and minimizes write-offs by directing personal in the management of their queues
- Ensure correct collection procedures are followed and give direction to employees on what to do and how to improve
- Implement section goals and objectives
- Demonstrates continuous effort to improve operational processes and work cooperatively and jointly to provide quality customer service
- Review delinquent accounts
- Manage staffing forecasts and WFM schedule requirements
- Identify potential fraud and manages special accounts
- To action administrative tasks
Coaching and mentoring of team
- Identify training needs and ensure adequate training and coaching takes place
- Upskill team in resolving escalated customer queries
- Develop the team through motivation, counselling, soft skill training and product knowledge education
- Conduct QA audits for all agents on a weekly basis
Team Administration
- Ensure new starters effectively transition into the team
- Conduct probation review meetings during first 3 months of employment
- Address any behavioral concerns in line with the Company’s Disciplinary Policy
- Manage the team’s absenteeism in line with the Company’s Absence Management Policy i.e. return to work etc.
- Ensure trackers (IR, Absence & PIP) are updated on a daily basis
- Ensure all leave transactions is processed on ESS
- Manage the waybill and overtime/special time to payroll
Team performance, monitoring and reporting
- Set, track and report on individual targets for each agent within the team
- Collate and effectively utilize reports for performance management of department KPI’s
- Conduct monthly performance reviews with team
- Address any underperformance in line with the Company’s Performance Improvement Policy
Resources & Capacity (people & systems)
- Manage staffing forecasts and requirements
- Ensure effective recruitment practices when employing new employees
- Ensure the team has the resources and tools to perform what is expected of them
- Demonstrate the ability to lead and manage people
- Demonstrate a strong ability to influence and negotiate
- Strong IR process and policy related competence
- Ability to effectively, clearly and convincingly communicate at all levels in the company and with customers and suppliers – both verbally and in writing
- Ability to think creatively & innovatively within area of accountability
- Efficient in MS Outlook, MS Word, MS Excel, Internet, Account Management Systems and Inbound & Outbound Diallers
- Numerical/analysing ability with a strong attention to detail
- Ability to work in a highly competitive and dynamic environment
Specific knowledge, skills & aptitudes
- Ability to think creatively & innovatively within area of accountability
- Solution-orientated
- Technical & functional knowledge
- Experience/evidence of delivery and good performance within areas of accountability (application of knowledge & skill)
Essential Qualifications and Experience:
- Grade 12 & a minimum of 5 years call centre experience
- 3 Years’ experience in a similar role (Collections)
- Previous experience in managing a team of learners during a learnership will be advantageous
- Must have own transport
- Ability to work shifts, flexible hours, weekends and public holidays on rotation as and when required to by Operations
