Operations Manager: Collections Call Centre Vacancy

Posted on :

12 Jun, 2014

Category :

Banking Jobs in South Africa, Management 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

Commercial and Business Management:

1. Identify gaps between the set and achieved targets and identify business failures that underpin issues across all support environments and within the teams

2. Mobilise relevant stakeholders to develop solutions to meet set targets and improve performance/ exploit performance improvement opportunities

3. Analyse the reasons for non payment to identify gaps
4. Manage the implementation of corrective measures

4.1 SMS Campaigns

4.2 Letter campaigns

4.3 Competitions

4.4 Incentives / reward programmes

5. Analyse quality team findings, make recommendations and implement corrective measures

6. Manage operations according to budgets with a focus on cost effective collections

6.1 SMS Campaigns

6.2 Letter campaigns

6.3 Competitions

6.4 Incentives / reward programmes


Strategic output:
1. Drive the strategic initiatives input on required initiatives per the business strategic objectives and purpose

1.1 Collaborate with support environments to identify and solution initiatives

1.2 Motivate initiatives by means of business logic and cost benefit

1.3 Test and Implement recommendations

1.4 Implement tactical strategies to achieve objectives.

1.5 Communicate results to senior management

2. Identify gaps between projected and achieved objectives

3. Ascertain ways of correcting the discrepancies

4. Implement corrective measures

5. 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.

6. Provide input to the HR attraction, retention and development strategies for the call centre


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

1.1. Unplanned Leave

1.2. Absenteeism

1.3. KRA vitality curve

1.4. Climate

1.5. Training and development targets

2. Enable HR retention and staff development strategy by:

2.1. Support supervisors by sponsoring relevant reward and recognition projects.

3. Relevant team sessions re:

4. Update on overall performance

5. Update on strategic projects and initiatives

6. Receive feedback regarding issues and challenges that need sponsorship for resolution

6.1. Ensure HR partners delivered required solutions. Escalate where this is not the case

7. Facilitate alignment of supervisors regarding best practice and use of relevant templates and standard policies and procedures

8. Conduct monthly performance reviews of subordinates and

8.1 Provide support with regards the contracted development plans – corrective measures to address underperformance and development to address career pathing for top performers.


Self Development:
1. Seek feedback from senior managers and subordinates with regards personal growth opportunities

2. Ensure development plan addresses performance related development and personal career aspiration related development


1. Create and maintain productive relationships with internal and external clients by providing advice and assistance

2. Create understanding of the ‘real’ versus ‘perceived’ need through experience and expertise while complying with company polices legislation and regulations

3. Keep the client informed about progress through written communication, telephone communications and/or face to face meetings

4. Build a positive image by exceeding client expectations at all times

5. Treat internal and external customers fairly at all times
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


How to Apply

Click here to apply online

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