Team Manager: Debt Review - Northern Suburbs (Cape) at Tenacity Financial Services

Description

• To manage the daily activities and driving the performance of the Debt Review team to ensure business objectives are met. Manage all functions of the Specialised Collections Department including Debt Review, Accounts under Administration, Consolidation, missing payments and Hardship Benefits. To perform end to end administrative functions across the Debt Review & Hardship Benefits portfolios.

Manage daily operations

• Ensure that day to day objectives is concluded from cradle to grave in terms of National Credit Act and debt review process
• Implement and manage effective systems and practices to ensure the agents achieve their individual targets
• Continuously analyse and interpret data to identify optimisation opportunities, gaps and risks to the EDC Relationship Manager
• Ensure compliance to all policy & procedures
• Achieve SLAs and department KPI measures
• Achieve targets as agreed and set out daily, weekly, monthly and annually
• Resolve all internal queries including NCR, Ombudsman, Hello Peter and Bureau disputes
• Manage reckless lending allegations and provide evidence in support of the allegations
• Ensure that checks on conducted on block code report for debt review and hardships by doing regular audits and to ensure the process is followed. Block Code Management Execution
• Submit Hardship Benefits Claims to Finance
• Submit missing payments (Debt Review & Bank payments) to finance
• Detect and escalate fraud and misrepresentation to the fraud department and management team
• 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
• Research and propose improvements in the department (workplace, equipment, “tools”) to support productivity and a positive work environment
• Manage the effective use and application of workplace resources and tools
• Ensure 100% adherence to WFM schedules and participate in forecasting
• Analyse and interpret information and ensure daily, weekly and monthly monitoring of relevant key performance indicators
• Operationalise all payroll related activity
• Management of overtime/special time/waybill related activity
• Action any ad-hoc requirements

Reporting

• Monthly reporting on the Debt Review book growth
• Monthly Debt Counsellor and Payment Distribution Agency consultation and feedback
• Conduct daily, weekly & monthly reporting on Debt Review Payments Yield
• Conduct daily, weekly & monthly Reporting  on Debt Review Book Status

Coaching and mentoring of team 

• Conduct regular one-on-one meetings with members of the team to identify any areas of concerns and implement appropriate corrective actions
• Identify development needs within the team and ensure adequate coaching takes place to address the needs
• Develop the team through motivation, 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 behavioural 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 all leave transactions is processed on Sage
• Management of waybill and overtime/special time to payroll
• Manage the termination process for employees leaving the business

Team performance, monitoring and reporting

• Ensure team members have clear and realistic targets/goals which are assessed monthly through the KPA performance management reviews
• Collate and effectively utilize reports for performance management of department KPI’s
• Conduct monthly performance reviews with team and submit scores on Sage
• Address any underperformance in line with the Company's Performance Improvement Policy

Resources & Capacity (people & systems)

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

Requirements

• Minimum of 7 years Call Centre experience
• 4 years’ experience in a similar role 
• Experience in Employee Relations, Poor Performance and Absence Management
• Experience in leading and managing teams of at least 15 people
• Debt Review document flow and inbound line experience
• Sound knowledge of National Credit Act, especially the Debt Review section
• Knowledge of the claims process for Hardship Benefits Accounts