Credit Recovery Manager at HomeChoice Holdings Limited

Job description

The ideal candidate for this role will be responsible to effectively engage, manage and work with the team to directly improve the activities and results of the HomeChoice Pre Debt/Credit Recovery portfolio through the deployment of innovative debtor strategies and incentives to challenge existing champion strategy in late stage and pre debt recovery matters

Key Performance Areas

• Operational management
• Set operational performance targets which are capable of contributing to and ensuring that the overall targets of HomeChoice Pre Debt Recovery are met
• Translate the HomeChoice collections strategic balanced scorecard into an operational framework for HomeChoice Pre Debt Recovery (short, medium and long-term) objectives
• Manage an effective reporting framework to measure and monitor operational performance and achieve contracted operational business targets
• Tactical responsibility for the daily running and management of the HomeChoice Pre Debt Recovery platform through the effective use of resources
• Manage workforce outcomes and influence campaign management outcomes to meet operational efficiency objectives
• Responsible for meeting HomeChoice Pre Debt Recovery collection activation and roll rate targets
• Responsible for the operational execution of agreed HomeChoice Pre Debt Recovery strategy
• Manage the unsecured recovery process including Section 129 process and the articulation of a late stage delinquency treatment framework to incentive and achieve required roll rate and account activation outcomes
• Ensure attainment of set performance objectives against required HomeChoice Pre Debt Recovery performance standards and obtain superior performance outcomes against outsourced External Debt Collectors
• Manage and ensure implementation of the HomeChoice collections and debt recovery policy, procedural and regulatory framework
• Responsible for HomeChoice Pre Debt Recovery management assurance to ensure appropriate control environment across all operational disciplines
• Responsible for the day to day management of own area including costs to execute the business
• Implement and monitor a performance management measurement system for all accountable personnel
• When required, initiate disciplinary processes for team members
• Ongoing review of underlying operational processes and improvement where required
• Ensure a quality process that prevents reputation risk to HomeChoice Pre Debt Recovery
• Ensure Group Compliance performance objectives are met
• Handle the most complex customer complaints and/or enquiries
• Integration management
• Actively interact with internal HomeChoice Pre Debt Recovery colleagues to identify service requirements and to find ways of enhancing service delivery to a specific area of work
• Deal efficiently and accurately with all system queries and complaints and ensure they are timeously resolved
• Report all system problems to relevant Helpdesks and ensure they are resolved
• Manage change while maintaining operational effectiveness
• Capacity building
• Take the initiative to identify and manage non-conformance to core procedures and non-performance against clearly defined objectives
• Set and manage short term improvement targets across a balanced scorecard of items for the HomeChoice Pre Debt Recovery area
• Facilitate workforce management by understanding the impact of specific campaigns on operational capacity
• People management
• Develop a high performing HomeChoice Pre Debt Recovery team by recruiting and promoting the best people in line with the business needs, supporting the enhancement and development of people
• Review the performance of HomeChoice Pre Debt Recovery Agents in conjunction with Team Leaders, identifying training needs and planning training sessions
• Address poor performance of both HomeChoice Pre Debt Recovery Team Leaders and Agents
• Frequent performance reviews of HomeChoice Pre Debt Recovery Team Leaders as per contracted Balanced Scorecard
• Organise staffing, including shift patterns and the number of staff required to meet capacity demands
• Coach, motivate and retain staff and coordinate bonus, reward and incentive schemes
• Ensure all people policies and procedures are adhered to
• Be an active and accountable member of HomeChoice collections leadership
• Innovation management
• Continuously research and collect information about best practices and to test same against current tactical processes in HomeChoice Collections and Outsource Practitioners
• Ensure deployment of innovative debtor strategies and incentives to activate pre debt recovery matters and prevent a forward roll to write-off
• Diversity management
• Leverage differences in race, gender, backgrounds and skills to optimally serve the business and address current disparities in respect of diversity
• Promote equal opportunities and create a culture that embraces diversity
• Risk management
• Identify, quantify and manage inherent risks in the HomeChoice Pre Debt Recovery area
• Analysis and reporting
• Analyse information and optimally translate this into the improvement of HomeChoice Pre Debt Recovery tactical processes and performance outcomes
• Maintain and analyse recording statistics, user rates and the performance levels of the HomeChoice Pre Debt Recovery team and prepare appropriate reports
• Forecast and analyse data against target thresholds on a daily, weekly and monthly basis
• Compile ad hoc reports as and when required

Requirements

Qualifications & Accreditations

• Grade 12
• Relevant tertiary qualification will be an added advantage

Experience & Skills

• Minimum of 10 years' experience in unsecured collection and recovery contact centre disciplines, 5 years' of which should have been in a management position
• A good working knowledge of best practice Contact Centre work force management and in particular, preview dialler mode
• Good commercial understanding/awareness of best practice unsecured collections and recovery
• Superior ability to select and lead a high-performing late stage pre recovery team with innovative debtor engagement outcomes
• Good tactical insight into Dialler management and the ability to champion and challenge campaign management practices
• Good understanding of productivity and capacity management outcomes to support an unsecured collection and recovery environment
• The ability to tactically link Risk collection and recovery strategies into an operational execution framework
• A good working knowledge of and compliance to the National Credit Act (No 34 of 2005) and the Debt Collectors Act (No 114 of 1998)
• A good understanding of linking strategy to underlying propensity to roll segments
• Specialist Knowledge and Skills in terms of unsecured Collections & Recovery

Attributes & Behaviours

• Ethical and professional self-starter with strong adherence to reputation risk standards
• Strong leadership capability in the context of managing a large, diverse team
• Good commercial awareness in terms of optimizing cost of delivery and collection and recovery yields
• Good tactical planning and organizing skills with superior time management capability
• Ability to constructively manage conflict and disputes
• Hands-on and proactive with strong analytical skills and a disciplined completer
• Takes calculated risks on the basis of adequate information and analysis
• Good operational problem-solver with the ability to stand by own decisions and take responsibility for them
• Have the ability to work autonomously as well as within a team
• Excellent verbal/written communication, presentation and motivational skills
• Ability to absorb pressure and manage stress effectively
• Acts on own initiative without being prompted and execute promptly and accurately at the same time
• Result-orientated and deadline driven with great attention to detail
• Able to manage change while maintaining operational effectiveness
• "Can do" attitude with passion for unsecured collections & recovery, innovation and technology
• Adaptable with high energy levels to facilitate required value proposition