Department Manager: Late Stage Collections
Tenacity Financial Services
- Western Cape
- Permanent
- Full-time
· Utilizes existing and emerging call centre technologies to meet company goals
· Managing inbound & outbound calling strategies to maximize efficiencies & effectiveness
· Responsible for meeting all productivity targets while mitigating delinquencies and charge-offs
· Establish and maintain management and performance controls to highlight problems, maximize collections, contain costs and develop process improvements
· Resolve disputes with customer base and other departments as they relate to receivables and risk management
· Ensure that receivable reports are submitted to all senior managers on a regular basis or as requested
· Continuously analyse and compare all delinquency data to industry trends and economic climate to improve results.
· Effectively work with the new business department to improve credit quality
· Meet with relevant stakeholders to review the collection function on a regular basis or as needed
· Review and approve the monthly Charge Off Schedule and communicate to all appropriate personnel
· Maintain appropriate documents, documentation and other information on the customer profile
· Keep abreast of all law pertaining to collection, the NCA, DCA and other legislation pertaining to the credit industry
· Participate in appropriate trade and credit groups to improve credit knowledge
· Follow company policies and procedures
· Action any ad-hoc projects and responsibilities as assigned Team Leadership & People Management · Manage a team of Collections Team Managers
· Implement strategic plans and objectives through influencing and implementing effective recruitment, training, motivation and evaluation of all staff
· Provide visible and clear leadership to team, promoting a culture of high performance and customer focus
· Conduct regular team meetings to ensure high levels of communication, teamwork, integration, motivation, training and productivity
· Implement and maintain people management practices in alignment with Tenacity policies
· Mentor and coach staff and identify needs and update career growth plans
· Ensure team members have clear and realistic targets/goals which are assessed quarterly through the KPA performance management reviews
· Manage non-performance or probation requirements as stipulated in the Tenacity policies and /or contractual agreement concluded with the relevant Leaders or staff members.
· Provide effective leadership to team members in order to achieve optimal efficiency of the department and to build a cohesive and well-motivated team
· Ensure team works effectively with individuals, customers both internal and external across the business
· 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.
· Management of ESS/Sage and unpaid leave transactions
· Management of waybill and overtime/special time to payroll