Middle Stage Collections Team Manager (FPD NPD) at Tenacity Financial Services

Manage Daily Operations:

• Provide visible and clear leadership to the team promoting a culture of high performance standards and customer centricity
• Provide effective leadership to team members in order to achieve optimal efficiency of the department and to build a cohesive and well-motivated team
• Supervise, lead and performance manage team
• Manage measurement standards for the improvement of performance and operational effectiveness
• Resolves customer complaints and queries
• Ensures acceptable levels of delinquency and minimizes write-offs by directing employees in the management of their queues
• Implement monthly recognition plan –ways to keep moral and team motivated and inspired
• Manage staffing forecasts and WFM schedule requirements
• Manages adherence to Collections Policy & Procedures
• Implements team/department goals and objectives
• Daily preparation for EMT session and clearly share objectives that needs to be covered
• Review statistics –Actual vs target, debit order incompletes and on hold to be worked daily
• Complete service stats (week on week and month on month comparison)Demonstrates continuous effort to improve operational processes, work cooperatively and jointly to provide quality customer service/experience
• Review of delinquent accounts-Opening vs closing accounts for your service
• Organize workload to the degree and amount of delinquency including manual trace efforts
• Identify potential fraud and manages special accounts
• Conduct daily checks on the floor i.e. IR & any other behavioral checks & presence monitoringManagement of waybill and overtime/special time to payrollTo action any ad-hoc requests

Coaching & Mentoring of team:

• Conduct weekly one-on-one meetings with members of the team to identify any areas of concerns and implement appropriate corrective actions
• Identify training needs and ensure adequate training and coaching takes place
• Skill team to negotiate effectively to rehabilitate arrear accounts –through continues coaching
• Upskill team in resolving escalated customer queries
• Develop the team through motivation, counselling, soft skill training and product knowledge education
• Conduct QA audits for all agents on a weekly basis

Team Administration: 

• Ensure new starters effectively transition into the team
• Conduct probation review meetings during first 3 months of employment
• Address any behavioral concerns in line with the Company’s Disciplinary Policy
• Manage the team’s absenteeism in line with the Company’s Absence Management Policy i.e. return to work etc.
• Ensure trackers (IR, Absence & PIP) are updated on a daily basis
• Ensure all leave transactions is processed on ESS
• Manage the waybill and overtime/special time to payroll
• Manage the termination process for employees leaving Tenacity

Team performance, monitoring and reporting: 

• Ensure team members have clear and realistic targets/goals which are assessed monthly through the KPA performance management reviews
• Set, track and report on individual targets for each agent within the team
• Collate and effectively utilize reports for performance management of department KPI’s
• Conduct monthly performance reviews with team
• Address any underperformance in line with the Company’s Performance Improvement Policy

Resources & Capacity (people and system):

• Manage staffing forecasts and requirements
• Ensure effective recruitment practices when employing new employees
• Ensure the team has the resources and tools to perform what is expected of them

Requirements:

Qualification:

• Grade 12

Experience:

• A minimum of 5 years’ experience within the call centre environment
• 3 years’ experience in a similar role
• Experience in Employee Relations, Poor Performance and Absence Management
• Experience in Trace tools and procedures
• Experience in Identifying Fraud
• Experience in leading and managing teams of at least 12 people

Functional Knowledge and Skills:

• Knowledge and understanding of Collection processes and methodology
• Knowledge and understanding of the Retail Credit Account Management business
• Knowledge of the NCA as applicable to the collections environment
• Knowledge and understanding for the various legal processes pertaining to the Collections environment
• Ability to effectively, clearly and convincingly communicate at all levels in the company and with customers and suppliers (both verbally and in writing)
• Efficient in MS Outlook, MS Word, MS Excel, XDS
• Knowledge of the account management principles and an understanding of the consumer credit/retail credit environment