Middle Stage Collections Team Manager
Tenacity Financial Services | Northern Suburbs (Cape Town)
Posted: 2024/09/18 | Job Ref #: TFS-653
Job Type: Permanent | Work Level: Junior Management
Overview:
Join Tenacity Financial Services as a Middle Stage Collections Team Manager and play a pivotal role in optimizing the collection of outstanding revenue for our private label card accounts. This position involves effective planning, directing, and supervising the operations and activities of the Collections Team to meet business objectives.
Key Responsibilities:
- Manage Daily Operations:
- Develop and implement strategies to enhance collector productivity and efficiency.
- Establish and manage performance measurement standards to improve operational effectiveness.
- Resolve customer complaints and queries to ensure high-quality service delivery.
- Direct team members in queue management to maintain acceptable delinquency levels and minimize write-offs.
- Ensure adherence to correct collection procedures, providing guidance on improvements.
- Continuously strive to enhance operational processes and collaborate to deliver exceptional customer service.
- Review delinquent accounts and manage staffing forecasts along with work-from-home schedule requirements.
- Identify potential fraud cases and manage special accounts effectively.
- Handle various administrative tasks to support team operations.
- Coaching and Mentoring of Team:
- Assess training needs and ensure comprehensive coaching programs are in place.
- Upskill team members to efficiently resolve escalated customer queries.
- Motivate and develop the team through counseling, soft skills training, and product knowledge education.
- Conduct weekly Quality Assurance audits for all agents to maintain high performance standards.
- Team Administration:
- Facilitate the effective transition of new team members.
- Conduct probation review meetings during the initial three months of employment.
- Address behavioral concerns following the Company’s Disciplinary Policy.
- Manage team absenteeism in line with the Absence Management Policy.
- Ensure daily updates to trackers (IR, Absence & PIP) and process all leave transactions in the Employee Self-Service (ESS) system.
- Oversee payroll processing for waybills and overtime/special time.
- Performance Monitoring & Reporting:
- Set, track, and report on individual performance targets for each agent within the team.
- Effectively utilize performance reports for managing departmental KPIs.
- Conduct monthly performance reviews and address underperformance in accordance with the Performance Improvement Policy.
- Resource & Capacity Management:
- Manage staffing forecasts and ensure effective recruitment practices.
- Ensure the team is equipped with the necessary resources and tools to excel.
Requirements:
- Qualification:
- Grade 12
- Experience:
- Minimum of 5 years’ experience in a call centre environment.
- At least 3 years in a similar management role.
- Experience in Employee Relations, Poor Performance, and Absence Management.
- Proven experience in leading and managing teams of at least 12 individuals.
- Functional Knowledge & Skills:
- Comprehensive knowledge of Collection processes and methodologies.
- Understanding of Retail Credit Account Management.
- Familiarity with the National Credit Act (NCA) as it pertains to collections.
- Awareness of legal processes related to the collections environment.
- Strong communication skills, both verbal and written, at all levels of the organization and with customers.
- Proficient in MS Outlook, MS Word, and MS Excel.
- Knowledge of account management principles within consumer and retail credit environments.
Why Join Us?
At Tenacity Financial Services, we offer a competitive salary and a dynamic work environment where you can lead a high-performing team. If you are ready to advance your career and contribute to our mission, apply today!
Application Instructions:
Submit your application highlighting your relevant experience and skills. Only shortlisted candidates will be contacted. Tenacity Financial Services is committed to equal opportunity employment.
