Operations Manager at Unique Personnel

Job Purpose:

• To lead and develop a working relationship with clients, taking responsibility for the development of strategic action plans. Creating growth through better recoveries, regular accurate reporting and ad hoc interactions optimizing recovery profits. Ensure compliance of legal/contractual obligations (SLA’s), system integration effectiveness, and operational system configuration with the goal to maximise company goal to be the #1 .To ensure books assigned are worked optimally and that targets as set out, are achieved.

KEY PERFORMANCE AREAS:

Under the management /direction of the Operations Executive, the Operations Manager will have the following responsibilities (including but not limited to):

• Meet or exceed Internal Collections Key performance Indicators through effective management of People, Processes, and Technology within operating budget
• Execute and take ownership of collections strategies / Book management
• Daily portfolio analysis, identification and execution of relevant campaigns to maximise collections
• Design and execute operational tactics
• Ensure that resources are adequately trained, developed and supported
• Active management of Team Managers to ensure consistence agent performance management compliance
• Responsible for maintaining key strategic relationships with the Executives, Senior Managers, and support staff
• Deploy continuous process improvement to enhance the efficiency and effectiveness of existing resources
• Ensure the Collections Call Centre is delivering according to operational plans and goals, within the operating budget
• Ensure Call Centre productivity is optimized through hands-on management of the team and introduction of best practices
• Administrative processes are implemented to enable smooth running of the department
• Monitoring and performance management of daily production
• Strategic and best practice thought-leadership within the Collections Call Centre to enhance operational competencies
• Compile and produce relevant reporting and analysis in order to maximize results
• Ensure staff are led and managed optimally and Performance Management applied consistently
• Coach and mentor staff in line with the company Values

Inherent Requirements    
REQUIREMENTS

• Minimum 5 years in a management position
• Management reporting experience advantageous
• Client Liaison at management level experience advantageous
• Experience in the Credit & Collections industry advantageous
• Exposure to handling of challenging operational issues in a collections environment
• Experience in managing teams in excess of 50 staff
• Experience in strategy design and execution
• Dialler experience
• Mid to high level computer literacy & efficiency

SKILLS / KNOWLEDGE / ATTRIBUTES:

• Ability to think creatively & innovatively within area of accountability
• Ability to solve problems and be solution orientated
• Ability to think & act systemically & strategically
• Self-monitoring, personal management & self-discipline
• Learning agility & adaptability
• Patience, endurance & tenacity
• Business acumen
• Sense of personal accountability & internal locus of control.
• Leverage Risks and Opportunities
• Drive for Results
• Cultivating Productive Relationships
• Excellent verbal, written and facilitation communication skills
• Capacity to collaborate, integrate & facilitate teamwork
• Ability to work under pressure
• Planning, scheduling and organizing skills