CIC (Customer Interaction Centre) Financial Manager at Distell

The purpose of this position is to effectively manage Working Capital (Debtors) and minimise risk, by ensuring that the company’s policies and procedures for the granting of credit and the collection of due and overdue payments are followed. The position will ensure that the CIC operations are conducted in a manner that will support the growth strategy of the business, thereby increasing sales, increasing operating cash flow, and further developing cooperation between Sales, Credit and Collections in order to contribute to profits and customer centricity. The Financial Manager will set objectives for the Credit and Collection teams in alignment with the Business Units and the SSC goals.

Key Performance Areas would include, but are not limited to :
Current and future shareholder value

• Solely responsible for cash collection and management of customer accounts.
• Responsible for attending to complex customer account disputes.
• Understand and adhere to the corporate collection strategy.
• Determine strategic objectives for the Credit & Collection teams and translate into actionable items
• Develop and manage budgets and forecasts and control expenditure
• Continuously seek internal and external optimisation opportunities and ensure strategic alignment with the goals of Sales, Finance and Logistics etc.
• Weekly monitoring of general ledger accounts to ensure adherence to budget and forecasts
• Establish business plans and programs to effectively and efficiently support operations and implement the CIC strategy
• Drive the overall implementation of the CIC vision, objectives and strategy in accordance with the SSC objectives as well as targets and goals set out by the Shared Services Centre Manager and Corporate Services Director
• Find integration opportunities for the CIC department to integrate with the Shared Services Business Model.

Operating efficiently

• Agree guidelines for credit and overseeing compliance framework of the overall cash function
• Visit strategic customers to assess customer substance (includes physical financial review)
• Manage political and regional risk exposure analysis and set guidelines for credit team
• Define and manage scope for credit involvement and representation at special trade events (e.g. Nederburg Auction)
• Ability to review contracts and tenders to ensure billing and terms compliance to systems, policies and procedures
• Allocate customers to Credit & Collection teams and regularly review allocations, workload and targets / performance
• Prepare and review reports on customer and departmental performance and work alongside key stakeholders to mitigate risks
• Assign staff to, and support special projects / systems enhancements and process improvements
• Integrate targets and KPIs and ensure that Sales initiatives (including Drive and Supported Brands) are met
• Manage and support the development /implementation /training of staff and administration policies and procedures
• Ensure that the outbound team adhere to set targets in relation to collections work queues, customer reviews, admin postings (etc.) are completed timeously, direct liaison with the Outbound Manager
• Maintain best practices for cash work stream
• Continuously improve synergies between Sales and Country Managers, Credit and Collections departments to enable efficiencies
• Manage exceptions to normal day-to-day processing for SARB approval (e.g. stock movements between customers (ex SA); offsetting)
• Monitor and manage VAT exception reporting and processes
• Respond to walk-in and/or escalated customer account escalations
• Oversee late recoveries process and reporting and approve handovers / arrangements
• Negotiate and agree SLA with relevant business units and monitor performance against SLA

Winning with consumers and customers

• Build, support and maintain healthy, diverse internal and external relationships to ensure achievement of organisational goals
• Engage regularly with all business unit owners / stakeholders on SLA compliance and service levels
• Monitor query resolutions (Key Performance Indicators-linked)
• Analyse root cause of repetitive queries and complaints conducted to prevent recurrence
• Ensure Customer complaints (Internal and external) are effectively resolved with feedback to Customers, and internal stakeholders staff
• Manage and maintain strategic relationships and integration with key stakeholders
• Manage communication channels with DAC Manager and Customer Deliveries manager regarding special arrangements for deliveries
• Integrate targets and KPIs into inbound and outbound teams individual objectives
• Build and maintain relationships with key stakeholders (internal and external) and demonstrate and understanding of their objectives and challenges
• Manage Distell IT relationships and regular engagement with system providers
• Identify areas of concern, issues with current processes and staffing or wider organizational projects that may influence the CIC Financial department and plan / manage appropriate responses
• Aggressively drive the transformation goals alongside the SSC Manager to implement a best practise Shared Services Business Model that align with International Standards in relation to Digital Customer platforms/e-Commerce Technologies

 

Growing the Business

• Manage people development initiatives and people development processes such as performance management, succession planning and talent management to meet functional performance standards
• Assess team development needs and close gaps through coaching, training and creating a pro-learning environment
• Ensure operational team performance through effective management within policies and procedures to ensure achievement of standards/objectives
• Promote team spirit, co-operation and morale, within and across teams
• Encourage and support team members, respecting the views, values and opinions of others
• Ensure disciplinary procedure is correctly followed with assistance of Human Resources
• Be responsible for good housekeeping and safety practices in the office environment
• Be responsible for annual leave planning
• Drive of change and support employees through change processes
• Cultivate a culture that supports Shared Services Operations and Contact Centre Best Practises.

People and Expectations

• Manage people development initiatives and people development processes such as performance management, succession planning and talent management to meet functional performance standards
• Assess team development needs and close gaps through coaching, training and creating a pro-learning environment
• Ensure operational team performance through effective management within policies and procedures to ensure achievement of standards/objectives
• Promote team spirit, co-operation and morale, within and across teams
• Encourage and support team members, respecting the views, values and opinions of others
• Ensure disciplinary procedure is correctly followed with assistance of Human Resources
• Be responsible for good housekeeping and safety practices in the office environment
• Be responsible for annual leave planning
• Drive of change and support employees through change processes
• Cultivate a culture that supports Shared Services Operations and Contact Centre Best Practises.

The successful candidate must have the following qualification, skills and experience:

Minimum Qualification

• B Com Accounting Degree, or an Honours in Accounting
• Management experience in sales driven In / Outbound Contact Centres and Credit Collections environment

Relevant Skills And Experience

• Proven work experience as a Credit / Collections Manager (5-7 years).
• Certified Global Credit Executive [CGCE®] or equivalent advanced Credit / Collections qualification from an approved body like the Institute for Credit Management (ICM).
• Minimum 5 years’ experience in contact centre management role, must include people management.
• Thorough understanding, interpretation and communication of Contact Centre metrics, statistics, data & actions to improve contact quality, customer service, revenue generation and productivity.
• Thorough understanding of service level agreements and negotiation with business partners, dealers, CIC Ops support and other suppliers.
• Thorough understanding of leadership skills, coaching methods, people management, sales generation and sales management, principles and practices of CIC management.
• Thorough understanding of all business technologies, processes and principles in the CIC and how they inter relate and align.
• Thorough understanding of interaction centre forecasting and work force management.
• Thorough understanding of key measures of service, sales generation and its impact on interaction centre success in the context of CRM strategy and vision.
• Sound knowledge of Sales, Marketing and Distribution / Supply Chain processes in manufacturing & distribution operations will be highly advantageous.
• Previous experience in the wine and liquor manufacturing and distribution industry will be highly advantageous.
• Excellent conflict Management and resolution skills.
• Excellent verbal & written communication skills.
• Excellent analytical skills. Understanding of financial principals and business management.
• Excellent ability to facilitate and manage change.
• Product and retail selling knowledge.
• Innovative, resourceful and self-disciplined.
• Excellent performance orientation coupled with strategic and entrepreneurial thinking.