Department Manager : Inbound Collections & Debt Review at Tenacity Financial Services

The key responsibilities include:

Inbound collections + Debt Review Strategy

• Execute and communicate functional strategy and projects to the Inbound collections and Debt Review teams.
• Actively participate with the implementation and monitoring of strategic and departmental projects
• Research, benchmark and design contact centre best practises and trends to ensure alignment with industry standards and best practise.
• Drive recruitment strategy and resource models in line with departmental strategy or projects

Operational Management

• Revise, adapt and manage processes, systems and practices based on the operational business needs and priorities.
• Draft and maintain Standard Operating Procedures documentation.
• Develop business case and requirement specifications that will support any new system or functional requirement within the department and participate in UAT as required.
• Monitor, analyse and interpret data (daily/weekly/monthly) to ensure achievement of relevant key performance indicators; produce relevant repots, identify optimisation opportunities, gaps and risks and initiate appropriate corrective actions as required.
• Actively manage dispositions across telephony architecture
• Communicate clearly, effectively, and timeously to ensure that internal and external stakeholders are engaged on relevant matters.
• Attend and participate in internal and external stakeholder meetings and maintain effective stakeholder relationships.
• Ensure compliance to all policies, procedures, regulatory and legal elements of the organisation.
• Actively participate in project related activities
• Adopt First Call Resolution competency.
• Detect and escalate fraud and misrepresentation to the respective lines and department.
• Operationalise all payroll related activities including management of overtime/special time/transport waybill

Management of people

• Manage and lead a team of Team Managers.
• Implement strategic plans and objectives through influencing and implementing effective recruitment, training, motivation, and evaluation of employees.
• Provide effective leadership to team members to achieve optimal efficiency of the department and to build a cohesive and well-motivated team.
• Provide visible and clear leadership to team, promoting a culture of high performance and customer focus.
• Conduct regular team meetings to ensure high levels of communication, teamwork, integration, motivation, training and productivity.
• Mentor and coach employees and identify needs and update career growth plans.
• Ensure team members have clear and realistic targets/goals which are assessed monthly through the KPA performance management reviews.
• Manage non-performance or probation requirements as stipulated in Tenacity policies and /or contractual agreement.
• Ensure timeous contracting of KPI’s with Agents and Team Managers

Requirements

Qualification

• Grade 12 / Matric or equivalent
• Bcom Management qualification advantageous
• Diploma in Credit Management advantageous
• Relevant Contact Centre certifications (advantageous)

Experience

• Minimum 5 years’ experience in a Team Manager position
• Minimum 3 years’ experience in a Department Manager position
• Solid understanding of contact centre processes, technology and tools
• Successful track record in managing large scale contact centre (100+ FTE)