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:
Tenacity Financial Services is seeking a Middle Stage Collections Team Manager to enhance and maximize collections on private label card accounts. The ideal candidate will be skilled in planning, directing, and supervising operations while ensuring that the collections team meets its business objectives.
Key Responsibilities:
- Manage Daily Operations:
- Develop and implement effective programs and procedures to boost collector productivity.
- Set and manage measurement standards to enhance performance and operational effectiveness.
- Resolve customer complaints and queries, ensuring high levels of service.
- Direct team members in queue management to minimize delinquency and write-offs.
- Ensure adherence to correct collection procedures and provide guidance for improvement.
- Continuously assess and improve operational processes to enhance customer service quality.
- Team Coaching & Mentoring:
- Identify training needs and facilitate appropriate training for team members.
- Upskill team members in handling escalated customer queries.
- Motivate and develop the team through counseling, soft skills training, and product education.
- Conduct weekly Quality Assurance audits for agents.
- Team Administration:
- Facilitate smooth onboarding for new starters.
- Conduct probation reviews during the first three months of employment.
- Address behavioral issues in line with the Company’s Disciplinary Policy.
- Manage team absenteeism according to the Absence Management Policy.
- Ensure all leave transactions are processed accurately.
- Oversee payroll processing for waybills and overtime/special time.
- Performance Monitoring & Reporting:
- Set, track, and report individual targets for team members.
- Utilize reports to manage departmental KPI performance effectively.
- Conduct monthly performance reviews and address underperformance according to the Performance Improvement Policy.
- Resources & Capacity Management:
- Manage staffing forecasts and ensure effective recruitment practices.
- Ensure that the team has the necessary resources and tools to succeed.
Requirements:
- Education:
- Grade 12 qualification
- 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 leadership experience managing teams of 12 or more
- Functional Knowledge & Skills:
- Strong knowledge of Collection processes and methodologies
- Familiarity with Retail Credit Account Management
- Understanding of the National Credit Act (NCA) as it relates to collections
- Knowledge of legal processes in the collections environment
- Excellent verbal and written communication skills at all organizational levels
- Proficient in MS Outlook, MS Word, and MS Excel
- Understanding of account management principles within consumer and retail credit environments
Why Join Us?
We offer a competitive, market-related salary and the opportunity to lead a high-performing team in a supportive and dynamic environment. If you are ready to take the next step in your career, apply today!
Application Instructions:
Please submit your application, ensuring that it highlights your relevant experience and skills. Only shortlisted candidates will be contacted. Tenacity Financial Services is committed to equal opportunity employment.
