National Collections Manager at Truworths

The effective operational management of the 3 in-house collections departments. The area currently consists of 3 managers (direct reports) 12 Supervisors and +- 200 agents. There are 2 offices in Cape Town and 1 in Pretoria. The incumbent reports to the Executive: Credit Operations who reports to the COO.

Objectives:

• To be responsible for the strategic direction of the Internal Collections Unit in line with the Company’s future business plans and objectives.
• To implement strategies that ensure company delinquency and bad debt targets are achieved
• To create an internal collections department committed to operational excellence, promoting best use of systems, processes and technology
• To ensure the Company’s quality standards are maintained and department compliance with appropriate policies/procedures.
• To ensure collection operation budgetary targets are achieved
• To contribute to the Company’s continuous improvement process

Key Responsibilities:

• Own & drive the operational execution of all collections strategies as determined by the Credit Risk Dept.
• Responsible for maximizing collections by the effective management of the collections managers and their teams.
• Collaborate with key stakeholders like the Credit Risk & Analytics division, the Operations Dialler team and others and so contribute to the development of optimum collections strategies.
• Making sure that the collections departments are fully functional and adequately staffed with trained and capable employees.
• To provide an effective and cost efficient Internal Collection Operation, ensuring all performance and budgetary targets are obtained
• Manage collections activities according to agreed performance measures, including operating plans & expense budgets.
• On an ongoing basis, assessing the effectiveness of the existing collection strategies, processes and procedures, making recommendations for changes where justified and their subsequent implementation and review.
• Motivate, mentor and coach the collections leadership group to be an effective team that inspires energy and enthusiasm.
• To be an expert and prominent within the industry, keeping up to date with new technology and legislation changes, taking advantage of any changes to maximise collection performance and be the envy of the industry. 
• Ensure compliance with operating plans & highlight operational deficiencies, risks & controls.
• To analyse portfolio and operational performance in conjunction with Risk Management and other managers within the Company to identify areas of improvement and implement plans to address any issues raised.
• Manage reputational risk across the portfolio.
• To carry out any other duties as specified from time to time in accordance with the company’s business objectives

Requirements:

• Will have a minimum of 3- 5 years knowledge and experience as a senior manager in a highly targeted collection department, ideally within a retail credit environment.
• Will have a minimum of 10 years industry knowledge and experience within the retail credit environment, with proven ability to achieve or exceed the targets set.
• Will have an in-depth knowledge of collection techniques and relevant legislation
• Will have knowledge of the latest technology and its use within the collection industry.

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The ideal candidate for this senior management role will be responsible to maximise outsourced early and late stage collections as well as post charge off collections (recoveries) by effectively engaging and managing a large panel of external debt collections agencies.  

Responsibilities:

• Own & drive all elements of the execution of Outsource collections and Recoveries strategies
• Responsible for meeting collections targets by managing day to day relationships with external collections agencies
• Collaborate with key stakeholders (credit risk) in the development of optimum strategies
• Give input to the development of strategies, policies & procedures;
• Develop and implement operating plans in line with strategies as well as policies & procedures
• Ensure compliance with operating plans & highlight operational risks & controls
• Ensure adherence to key stakeholder’s policies & procedures approved by the Steerco
• Ensure adequate environmental controls & exception reporting in line with policies
• Manage outsourced collections and Recovery activities according to agreed performance measures, including operating plans & expense budgets
• Set targets for the external agencies & ensure the achievement of the targets
• Manage expenses (i.e. commissions) in line with budget requirements
• Coordinate activities with external agencies, manage agency relationships throughout the process
• Ensure regular audits of agency compliance to strategy, policies & procedures;
• Proactively share information & expertise with internal & external stakeholders
• Present monthly portfolio performance to the Steerco
• Continuously seek improvements in recovery processes, products & technology & manage the change process
• Proactively share information and expertise with internal and external stakeholders
• Present weekly portfolio performance to agencies
• Manage reputational risk across the portfolio
• Ensure that all EDC’s engagements are accurately recorded on the appropriate systems
• Manage a small internal team (+-10 staff) from managers to agents
• Be an active and accountable member of the Credit Operations Management team
• Analyse information and optimally translate this into the improvement of performance
• Forecast and analyse data against targets on a daily, weekly and monthly basis
• Compile ad hoc reports as and when required
• Stay abreast of market trends, relevant legislation & events in appropriate industry;

Qualifications

• Matric;
• Relevant tertiary qualification would be an advantage;

Experience and skills:

• Minimum 10-years relevant Internal and or External Collections experience essential
• Minimum 5 - 7 years management experience in collections essential
• Good commercial understanding and awareness of best practice unsecured collections and recovery
• Knowledge of collections and recovery strategies, processes and methodologies
• Sound analytical skills
• Knowledge of relevant collection legislation (e.g. Debt Collectors Act, National Credit Act, Magistrates Court Act. )
• Understanding of the Vision and CAS software will be an distinct advantage
• Must be able to travel regularly