African Bank: Operations Manager: Collections Call Centre-Night

Posted on :

25 Apr, 2014

Category :

Banking Jobs in South Africa, Call Centre Jobs in South Africa

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)



Team player


Proactive orientation



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




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


Incentives / reward programmes



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



Plan, organise and support supervisors with regards management of performance targets and trends on key HR dimensions:

Unplanned Leave


KRA vitality curve


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.



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

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

Click here to apply online


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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