Manager: Early Stage Collections – Reference DOMNGRCOLLECTIONS

Our client is currently seeking the skills of a Manager: Early Stage Collections to be based in Pretoria.

Main job function

• To ensure company delinquency targets are achieved and bad debt minimized.
• To ensure continuous operational performance of a collections department committed to operational excellence and promoting best use of systems/technology.
• To ensure quality assessment standards are maintained and compliance with appropriate policies and procedures.
• To implement strategies under the direction of the Director Collections that minimize arrears, and maximize collections on accounts where balances are at risk or in arrears.
• To promote an environment committed to the development of its people.
• To manage the day-to-day operations of the collections call centre (early stage outbound and inbound), ensuring processes and procedures are followed.
• Manage core collection activities within the collections department to ensure all duties are carried out effectively and targets are met.
• To ensure all staff understands and practices the established collections processes.
• To pro-actively manage the development of the collection team, ensuring relevant training and support is provided to maximise individual and departmental performance, creating opportunities that facilitate succession planning.
• Monitor absence, late coming and attrition rates and where required take proactive steps to ensure department targets are maintained/exceeded.
• To prepare and deliver annual performance development plans for Collection Supervisors within their reporting line.
• To analyse portfolio and operational performance in conjunction with other managers within the company to identify areas of improvement under the direction of the Director Collections.
• To liaise with other Managers within the department/company, to maximise efficiency, collection performance and minimise bad debt exposure.
• On an ongoing basis, assessing the effectiveness of the existing collection processes and procedures and recommending changes as appropriate to the Director Collections.
• Keeping up to date with new technology and legislation changes, taking advantage of any changes to maximise collection performance.
• To carry out any other duties as specified from time to time in accordance with the company’s business objectives.
• Problem solving with a large team aimed at maintaining a motivated and performing team.
• Recruitment and selection of staff who meet the business competencies and values.
• Drive both the Technical and Soft Skills training of the Collections Team.
• Performance Management and IR ensuring compliance with all company policies and procedures and aligned with the company values.
• Promptly identify and communicate concerns to the relevant Dialler support teams.
• Troubleshoot on the Collections strategy, proposing new ideas and formats aimed at driving collections performance.

Qualifications

• Matric.

Criteria

• Will have a minimum of 5-7 years knowledge and experience as an operational Collections Manager.
• Will have a minimum of 7 years collection industry knowledge and experience, with proven ability to achieve or exceed the targets set.
• Ideally, will have experience in the roles of Collections Agent and Collections Supervisor, learning from the ground up.
• Will have an in-depth knowledge of collection techniques.
• Will have extensive experience of managing the activities of collection operations, ensuring appropriate planning and prioritization of activities with sufficient resources to achieve the Company objectives that have been set.
• Will have proven ability in handling objections from staff and customers and also be an excellent problem solver.
• Will have proven knowledge and experience of managing, appraising, training, coaching and developing staff within a collection operation.
• Will have proven ability to implement change in a positive and enthusiastic manner, to facilitate operational success of any initiatives implemented.
• Will have proven ability to analyze management reporting recommending alternative courses of action to the Director Collections to improve the efficiency and/or effectiveness of the collection operation to maximize collection performance.

A Consultant will be in touch if you are shortlisted for the position. Please consider your application unsuccessful should you not have been contacted within 2 weeks. We will keep your CV on our database and contact you should you match the criteria of any other vacancies.