Department: Operations Management.
Reports to: General Manager: Agency.
Reportees: Direct: Team Managers
Indirect: Call Centre Agents.
Main Purpose of Role
- To lead, manage and ensure the effective and efficient operation of the branch in terms of the implementation of divisional strategy, ensuring that we connect to the right people at the right time, in a cost-effective manner. Ensuring that policies and procedures to achieve set goals (revenue targets and expense budgets), quality, compliance, people development and performance management through innovative solutions. Accountable for achieving agreed performance standards and comprehensive action plans.
- Meet and exceed stipulated financial targets as they pertain to mandates under jurisdiction.
- Meet and exceed primary collection and recovery key performance metrics across a balanced scorecard encompassing people, process, financial and stakeholder metrics.
- Meet required deliverables within contracted due date.
- Management of joint business objectives in tandem with Risk, Client Support, Information Technology and CAMS across agreed, defined service levels.
- Implementation of key risk strategy directives to support Company strategic intent.
- Optimize Branch operational productivity outputs as per agreed mandate performance remediation plans (aka Battle Plans).
- Meet operational expenditure thresholds in facilitating divisional strategy.
- Meet operational expenditure relative to agreed budgets.
- Facilitation and support of client engagement requirements as and when required.
- Chief tactical accountability for the daily management of the Branch through the effective use of resources
- Capability to oversee and manage resource recruitment and performance management.
- To ensure a quality process that obviates reputation risk to both Group and Clients.
- Ensure SLA ratings with strategy/campaigns/dialler/WFM meet required standard.
- Attain a minimum of 1st or 2nd ranking across Top 15 Mandates.
- Grade 12.
- Bachelor's Degree or equivalent in Business or a related field.
- Proficient in Microsoft package.
- Minimum 10 - 12 Years' experience in Collections Environment / Financial Services Industry.
- Minimum 5-10 Years' experience in a management role.
- 3-5 Years in a senior Manager role.
- Good commercial understanding / awareness of best practice unsecured collections and recovery.
- Good tactical insights into Campaign & Dialer Management frameworks to facilitate operational execution.
- Ability to champion challenge collection and recovery operational processes
- The ability to tactically link Risk collection and recovery strategies into an operational execution framework.
- Good understanding of productivity and capacity management outcomes to support an unsecured collection and recovery environment.
- Excellent verbal and written communication skills.
- Stakeholder engagement (internal and external).
- Project management / project implementation.
- Microsoft office, especially Excel.
- A good working knowledge of and comprehension of compliance standards in terms of:
- National Credit Act.
- Debt Collectors Act.
- Consumer Protection Act.
- Analytical.
- Business Acumen [ability to make sound decisions].
- Strategic Thinker.
- Leadership in line with the company's leadership values.
- Self-Starter.
- Influencer.
- Strong leadership capability in the context of managing a large, diverse team.
- Problem solver.
- Results/action orientated.
- Emotional intelligence.
- Interpersonal skills.
- Demonstrate high ethical values.
- Ability and agility to absorb work related deadlines.
- Takes calculated risks based on adequate information and analysis.
- Identify talent and develop successors.
Operational Management:
- Keeping informed about client's industry, International and national economic trends
- Communicating and advising Business unit regarding the divisional collection strategy
- Implementing and providing support to employees to ensure collection strategy is executed with appropriate knowledge.
- Analysing business trends and best practice to improve the effectiveness of the branch.
- Reporting on operational and qualitative performance measures to various stakeholders
- Quality Assurance:
- Understanding and implementing collections strategies and liaise with relevant support departments to formulate action plans to improve quality.
- Ensuring branch meets predefined divisional quality standards.
- Advising managers on quality deviations to address areas of concern.
- Ensuring regulatory compliance is adhered to.
- Ensuring health and safety procedures are adhered to.
- Ensuring management of the branch security.
- Maintaining compliance and consistent application of company code of conduct, policies, and procedures.
- Ensuring credibility of external vendors and manage the SLA's.
- Interpreting and analysing quantitative and qualitative data for operational reporting, planning and action
- Compiling detailed MIS reports.
- Accountable for branch capacity.
- Controlling branch expense budget.
- Managing general branch "housekeeping" including but not limited to sufficient diesel for generators and the testing thereof, lights, carpets, and other general maintenance requirements.
- Conducting performance evaluations and provide constructive feedback to direct reports.
- Ensuring implementation of performance management throughout the division.
- Accountable for development and training for direct reports.
- Managing agreed performance standards and compiling comprehensive action plans for implementation.
- Identify, develop, and accelerate Team Manager/ Team Leaders into Hi- Potential leaders.
- Develop and articulate and Employee Value Proposition.
- Deploy bespoke retention and development plans for key employees.
- Identify & develop remediation plans to address people issues.
- Remain below agreed attrition thresholds.
- Accountable for the recruitment needs of the division by identifying vacancies and following correct procedures in ensuring vacancies are filled.
- Accountable for employee skills gap analysis and training needs.
- Educating employees on company code of conduct.
- Creating a work environment that facilitates a high-performance culture.
- Developing strong team co-operation and clear direction.
- Conducting capacity planning.
- Encouraging regular attendance by employees through coaching and enforcing appropriate business ethics
- Providing appropriate encouragement and support to assist employees in achieving personal performance goals.
- Accountable for leave management.
- Reviewing and managing leave reports, identify and rectify exceptions.
- Responsible for the reinstatement and termination of direct reports.
- SARS collection
- Debt Collections
- Campaign & Dialer Management
- Financial Services
- Degree
