Specialised Operations Manager
Nimble Group
- Sandton, Johannesburg
- Permanent
- Full-time
- Manage multiple team managers and senior specialist consultants.
- Expand and develop the teams.
- 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 and book management.
- Daily analysis, identification, and execution of relevant campaigns to maximise collections as needed.
- 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.
- 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.
- Strategic and best practice thought leadership within the Call Centre to enhance operational competencies.
- Compile and produce relevant reporting and analysis to maximize results.
- Ensure staff are led and managed optimally and Performance Management applied consistently.
- Coach and mentor staff in line with the Nimble Group Values.
- Responsible for maintaining key strategic relationships with the Executives, Senior Managers, and support staff.
- 2-3 years' management experience in the collections management or management in financial services sector.
- 5-7 years' experience in the collections industry.
- Proficient in MS Office suite. Specifically, Outlook, Word, Excel and PowerPoint
- Fundamental understanding of legal ownership structures
- Knowledgeable in business writing, -terms, -definitions, -acumen, and -principles
- Proficient in communication strategies
- Advanced knowledge in debtor research and profiling
- A good understanding of the legal collections process.
- Proven track record in managing collection teams
- Good verbal and written communication skills
- Performance driven
- Ability to build strong working relationships
- Ability to take ownership of responsibilities
- Ability to solve complex problems