Main Purpose of Role
The suitable candidate will be responsible to execute, monitor and analyse predefined campaign strategies aligned to the new vertical strategy. Formulate and implement the Agency/Principal operational strategy to achieve the overall TCR strategy. Meet and exceed stipulated financial targets for the allocated portfolio. Meet and exceed client expectations, IPMs in line with agreed SLAs. Ensure individual attainment of minimum (defined) risk performance contribution to required vertical and/or Principal portfolios.
Required Minimum Education / Training
- Grade 12.
- Proficient in MS Office.
- Proficient in MS PowerPoint.
- Relevant Tertiary qualification (added advantage).
- Numerically orientated.
- Advanced proficiency level with Microsoft Excel.
- Basic statistics knowledge.
- 5 Years Experience in Collections and recovery.
- 5 Years Experience in a Data Analysis Environment.
- 3 Years Experience as a Collections Risk practitioner.
- Create and measure stipulated strategy / campaign performance thresholds in so far as strategy calibration and force ranking of risk (propensity to pay or roll).
- Meet and exceed primary strategy/campaign key performance metrics across a balanced scorecard encompassing people, process and stakeholder metrics.
- Manage the implementation of key risk strategy directives to support Agency and Principal operational and strategic intent.
- Accountable for the management of joint business objectives in tandem with Operations, Dialer, WFM, Information Technology across agreed, defined service levels.
- Accountable for the TCR Agency Credit (collections & recovery) policy framework.
- Ensure daily management of the strategy/campaign platform, through the effective prioritization of strategy/campaigns supported by an appropriate/tilted treatment framework.
- Ensure a quality process that facilitates best in class Next Generation campaigns to support Agency and Principal performance outcomes.
- Deploy and maintain agreed strategy/campaign reporting standards to support Agency and Principal strategic intent.
- Actively drive the risk/campaign brand as Ambassador and influence to ensure operational compliance with strategy/campaign dictates.
- Monitor communication strategies to ensure outcome is achieved according to the anticipated outputs.
- Make recommendations regarding the performance of the implemented strategies.
- Compile information in order to present the findings of the analysis in a clear and concise manner to various stakeholders.
- Provide monthly reporting, as required, on the performance of different mandates in Agency and Principal.
- SAS coding or using Excel functionality to assist in the analytical function.
- Convert company data into workable management information.
- Track and record strategy performance for future reference.
Technical
- Ability to oversee a Retail OR Bank OR Specialized Lending OR Telco OR Public Sector dialing strategy framework, and provide risk insights to validate vertical strategy.
- Ability to define own contribution in the context of overall business performance.
- Above average ability to present insights to key stakeholders.
- Good knowledge and understanding of:
- Collections
- National Credit Act
- Debt Collector Act
- Insight into how different treatment frameworks influence debtor engagement outcomes.
- Ability to provide Industry/best practice insights into strategy & campaign management frameworks to facilitate Group performance objectives.
- Provide insights into TCR financial levers (IPM, GP, and Revenue.
- The ability to provide insights into campaign strategy (Next Generation).
- Technology insights to achieve team objectives.
- Understanding of TCR scoring universe and how this impacts prioritization and effort.
- Ability to deploy bespoke high balance retail and commercial collection and recovery strategies.
- Ability to champion challenge strategy/campaign practices to optimize portfolio penetration and conversion outcomes.
- Good understanding of productivity and capacity management outcomes in an unsecured, low value, high volume collection and recovery environment.
- SAS, Microsoft Office (Excel, Word, PowerPoint, etc.), Qlikview, BI Reporting.
- Excellent verbal and written communication skills.
- Stakeholder engagement (internal).
- Project management / project implementation.
- Basic statistics knowledge and ability to comprehend and analyze dialer-output data.
- Strong analytical skills required, including an extensive understanding of how to interpret risk outputs against key business operational and financial metrics.
- Must be able to understand strategy/campaign efforts against commercial considerations applicable to client mandates and new vertical strategy.
- Propose strategy/campaign solutions across a short, medium and long-term business planning framework.
- Ability and agility to meet work related deadlines.
- Make calculated recommendations on the basis of adequate information and analysis.
- Analytical.
- Business Acumen [ability to make sound decisions].
- Strategic Thinker.
- Self-Starter.
- Influencer.
- Problem solver.
- Emotional intelligence.
- Interpersonal skills.
- Demonstrate high ethical values.
- Comfortable dealing with ambiguity.
- Engagement to facilitate optimal functioning of the new POD clusters.
- TCR Leadership charter and values.
