Role Objectives
To effectively manage the Recoveries specific area (Recoveries /Input Handling/ S.O.P / Data Accuracy) with regards to service; quality and performance to create a culture of excellent service.
Key Responsibilities
- Manage and support the Contingency team. Ensure Contingency is the appropriate action.
- Oversee and manage the contingency service provider panel - performance and costs
- Own portfolio of complex, high value and/or sensitive files, including a debtors control book
- Resolve escalated customer queries and complaints and provide feedback to customers on matters resolved
- Adherence to SLA and SOP. Ensure correct actions taken on reports as per Recoveries standards
- Reduce turnaround times. Ensure data integrity on financials. Track and audit. Track claims log and broker updates. Track and resolve operational and performance variations.
- Develop and encourage strong teamwork. Identify potential inter-departmental problems and escalate them to higher levels. Engage regularly in team or group problem-solving.
- Manage areas of critical compliance and actively manage non-conformance. Actively manage non-performance.
- Identify, accumulate and analyse statistics that reflect on your teams performance
- Continually assess the technical competence of your team and take steps to develop their knowledge and skill
- Ensure that employees are aware of capacity building initiatives (i.e. development programmes, training, mentorship, coaching etc.) to develop and grow the required competence
- Ensure the work environment enables employees to live the organisation culture and values.
- Actively participate in own professional development and career path. Inducting people into the specific team and job related issues. Ensure adherence to organisational policies, practices and procedures. Identify and recommend areas / ways to improve processes. Maintain service, quality and desired outputs within a specific functional process through ensuring compliance to tactical policies, procedures and standards.
- Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goals. Measure and monitor service delivery compliance of team.
- Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery. Ensure adherence to financial and corporate policies and procedures, and reduce wastage related to time of subordinates and utilisation of materials or equipment.
- Take accountability for the management of business related risks within own area.
- Overview and understanding of subrogation legal principles and overview of legal process
