Posted on :
25 Apr, 2014
25 Apr, 2014
Job Description
To manage the Collections Call Centre operations in order to
Maximise all collections through improved efficiencies, productivity, quality processes and implementing tactical actions to achieve strategic cash collection objectives.
Maximise the contribution of staff and ensure staff related performance meets key strategic objectives across critical dimensions
Job Requirements
Behavioural (COMP)
Professionalism
Assertiveness
Team player
Reliability
Proactive orientation
Flexibility
Resilience
PassionTechnical (COMP)
Analytical skills
Communication Skills (written, verbal & listening)
Client Centricity
Negotiation skills
Stress Tolerance/ Resilience
Leading a team (Performance Management, People Management & motivation skills)
Business and Financial Acumen
EQ – Inter- & intrapersonal skills
Knowledge of policies and procedures: BIL, Debt Collections & Call Centre operations
Knowledge and understanding of collection systems and workflow processes: Exactus, Tallyman, Davox, Telephony, CMS Reporting & NICE
Planning and organising skills
Computer Literacy
KEY RESULTS AREA
COMMERCIAL AND BUSINESS MANAGEMENT:
Identify gaps between the set and achieved targets and identify business failures that underpin issues across all support environments and within the teams
Mobilise relevant stakeholders to develop solutions to meet set targets and improve performance/ exploit performance improvement opportunities
Analyse the reasons for non payment to identify gaps
Manage the implementation of corrective measures
SMS Campaigns
Letter campaigns
Analyse quality team findings, make recommendations and implement corrective measures
Manage operations according to budgets with a focus on cost effective collections
SMS Campaigns
Letter campaigns
Competitions
Incentives / reward programmes
STRATEGIC OUTPUT:
Drive the strategic initiatives input on required initiatives per the business strategic objectives and purpose
Collaborate with support environments to identify and solution initiatives
Motivate initiatives by means of business logic and cost benefit
Test and Implement recommendations
Implement tactical strategies to achieve objectives.
Communicate results to senior management
Identify gaps between projected and achieved objectives
Ascertain ways of correcting the discrepancies
Implement corrective measures
Provide concise, quantified feedback and motivation to senior management on extent to which resources (support environment, staff and facility, etc) are adequate or need to be addressed.
Provide input to the HR attraction, retention and development strategies for the call centre
PEOPLE MANAGEMENT:
Plan, organise and support supervisors with regards management of performance targets and trends on key HR dimensions:
Unplanned Leave
Absenteeism
KRA vitality curve
Climate
Training and development targets
Enable HR retention and staff development strategy by:
Support supervisors by sponsoring relevant reward and recognition projects.
Relevant team sessions re:
Update on overall performance
Update on strategic projects and initiatives
Receive feedback regarding issues and challenges that need sponsorship for resolution
Ensure HR partners delivered required solutions. Escalate where this is not the case
Facilitate alignment of supervisors regarding best practice and use of relevant templates and standard policies and procedures
Conduct monthly performance reviews of subordinates and
Provide support with regards the contracted development plans – corrective measures to address underperformance and development to address career pathing for top performers.
SELF DEVELOPMENT:
Seek feedback from senior managers and subordinates with regards personal growth opportunities
Ensure development plan addresses performance related development and personal career aspiration related development
CUSTOMER:
Create and maintain productive relationships with internal and external clients by providing advice and assistance
Create understanding of the ‘real’ versus ‘perceived’ need through experience and expertise while complying with company polices legislation and regulations
Keep the client informed about progress through written communication, telephone communications and/or face to face meetings
Build a positive image by exceeding client expectations at all times
Treat internal and external customers fairly at all times
How to Apply
Job ID #: 3159 | Job Vacancy Type: Permanent |
Province: Gauteng | Contract Duration: |
Region: Johannesburg North | Minimum Experience Required: 3 years supervisory management experience in a corporate call centre |
Suburb: Midrand (Midrand) | Minimum Education Required: Grade12 Plus relevant qualification |
Company: African Bank | Qualifications Required: Diploma in Call Centre Management and Debt Collections |
Employment Equity: Yes | Job Category: OPERATIONS MANAGER I |
Other Languages Required 1: | |
Other Languages Required 2: | |
Number of Openings: 1 |
Closing date: 29-Apr-2014
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