Manager: Operations Collections at Capitec Bank

Purpose Statement

• To manage the Centralised Collections Call Centre Managers and ensure that all Campaigns are efficiently and effectively delivered to maximise debt recoveries from Capitec Bank clients.
• To manage all new collections products’, Policy changes and any champion/challenger collection activities
• To use innovation and technology to create a world class Collection department

Experience
Minimum:

• At least 3yrs experience in managing and leading a diverse team
• At least 3yrs experience in a Collections and/or Call Centre management/Debt review environment
• Report writing (Executive level)
• Report analysis

Ideal:

• Extensive Collections Call Centre management in a constantly changing environment
• Extensive experience across Contact Centre technology platforms
• Experience with digital tools to enhance collection strategies and payment channels
• Experience within a Fintech environment

Qualifications (Minimum)

• Bachelor's Degree in Business Management or Business Administration

Qualifications (Ideal or Preferred)

• A relevant post-graduate qualification in Business Management or Business Administration

Knowledge
Minimum:

Knowledge and understanding of:

• Commercial and business imperatives re financial service / credit / collections environment
• People management and development practices
• Call centre environments 
• Call Centre Technology
• Alternate work methods
• Resource planning

Ideal:

• Capitec Bank policies and procedures
• South African banking environment
• Banking legislation
• HR procedures
• Call centre environments in collection
• Contact centre technology
• Payment platforms
• Incentive scheme design and implementation

Skills

• Planning, organising and coordination skills
• Strategic Thinking Skills
• Commercial Thinking Skills
• Interpersonal & Relationship management Skills
• Leadership Skills