Head of Collections

Reference: MLR 6711

Consultant: Michelle Le Roux

Description:

• Implement Operational Collections Strategy initiatives
• Provide input into operational collections strategies which is aligned with industry standards and the achievement of collections objectives
• Implement and monitor operational Collections Strategies
• Report on performance against set targets
• Develop and constantly refine operational strategies to achieve collections targets
• Monitor and update operational strategies and targets
• Set daily, weekly and monthly operations targets in alignment with business strategies and in support overall Collections Strategy
• Ensure that dialler strategies compliment the Risk collections strategies.
• Provide input into Technology capability. Align on strategy and approach to system driven initiatives to improve systems and controls, with view to improving Collections yield.
• Collections Operations
• Measure and monitor Collections performance.
• Set clear performance objectives for the Collections Departments ensuring that targets are achieved.
• Align communication strategies with operational objectives.
• Daily, weekly and monthly tracking of relevant performance metrics.
• Optimise collections structure, departmental processes, systems and tools.
• Improve NPL’s and Bad Debt performances are minimized within set targets.
• Measurement and reporting on Collections results
• Monitor and measure collections performance and dialler performance.
• Daily, weekly and monthly tracking of relevant performance metrics.
• Review collections reports to ascertain status of collections and outstanding balances.
• Report on all Collections results and the disposition of other significant collection efforts each month.
• Collaborate and consult with BI Analysts to develop monitoring and reporting templates/dashboards to monitor and report on collections performance.
• Financial Management
• Responsible for all expenses and Capex budgets related to Collections.
• Identification, reporting and monitoring of risk in the collections function and throughout the business.
• Identification, reporting of and monitoring of risk in Collections.
• Leadership & People Management
• Define a Leadership and Conduct standard against which our performance culture can be optimised.
• Lead and direct Collections performance targets in support of the business objectives.
• Conduct regular management meetings to ensure a high standard of communication, teamwork, integration, motivation, training and productivity.
• Engage, coach and develop direct reports.
• Maintain a department structure and capacity (knowledge and skill) sufficient to meet operational targets in the short, medium and long term.
• Build and maintain an engaged workforce, who ensure customers are increasingly satisfied with their Tenacity interactions and employees are motivated, empowered and skilled to deliver efficient service.
• Ensure safe and healthy work environment for all employees within Collections Operations.
• Identify high potential staff and actively support their training and development.
• Implement and maintain the Performance management policy and procedure.
• Maintain discipline in Collections in accordance with policies and procedures.
• Reward and recognise behavior that supports the Tenacity culture and values.

Qualifications:

• Grade 12 with a Degree in Business Management and/or related discipline
• 8 years’ experience within a Collections Operations environment of which at least 5 years should be in a Senior Management role
• Experience within a Contact Centre environment is required
• Experience within a Financial Services and/or retail credit environment
• Experience in the operational management of an inbound and outbound call centre

How to Apply:

• Email your comprehensive CV to exceedhr@exceed.co.za.
• If you are already registered, please forward your CV and the relevant reference number to the consultant with whom you are currently registered to avoid duplicity on our system.
• We reserve the right to only conduct interviews with candidates of choice.
• Applicants who have not received feedback within 30 days from the closing date must please accept their application as unsuccessful.