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Collections/credit Control Team Leader

4 months ago

Umhlanga, KwaZulu-Natal, South Africa CX-International Full time

Primary Objectives / Role purpose
This individual will manage a team of collections advisors and will drive KPI's, performance and overall delivery. They will lead by example and practicing sound business ethics. Our goal is to provide Gold Plated Service and deliver the most effective customer experience.

Key Responsibilities

  • Three years minimum Team Leadership expertise with a demonstrable record of overachieving customer service expectations.
  • Contribute to the day to day performance of Collections through effective leadership of team responsible.
  • Aid the design and implementation of appropriate strategies to mitigate losses whilst delivering fair and appropriate customer outcomes. Proactively review the effectiveness of those strategies, making recommendations for improvement which will benefit the BES Utilities and its customers on a continuous basis.
  • To comply with the requirements of the regulatory regime which we operate within, ensuring the necessary documentation detailing strategies, policies and processes is maintained and updated.
  • Ensure conduct risks are identified and mitigated through the strategies and processes adopted, including the management of vulnerable customers.
  • To ensure compliance and delivery of all SLA's / Performance Standards, addressing issues and escalating where necessary.
  • Analysis and reporting of KPI's to assess performance and assist Operations Manager
  • Support with internal and external audits
  • Improve and maintain KPIs and monitor performance
  • Conduct daily team meetings/business updates
  • Conduct monthly 121 discussions with advisors/administrators and any other direct reports
  • Continue to drive the business strategy of developing people through cross skilling
  • Support business initiatives and process changes through effective leadership and communication.

KPI'S / Accountabilities

  • Maintain PCA% of 97% across all campaigns
  • Maintain a 3day SLA on all tickets received
  • Increase and maintain a compliance score of 95% green
  • Increase DD penetration to 90%
  • Ensure productivity targets/workload targets are met consistently
  • Ensure rates are correct following DD reinstate/cancellation
  • Reduce BDWO to 5% per annum
  • Carry out other similar reasonable duties according to the business needs.
  • Undertake any training relevant to the requirements of the role.
  • Adhere to data protection procedures, ensuring that sensitive business data remains confidential.
  • Comply with health and safety procedures and safe working practices.

Behavioural Competencies

  • Leads with Integrity
  • Able to motivate others
  • Applies active listening skills
  • A problem solver
  • Results Driven
  • Multitasker
  • Tenacious and resilient
  • Organized and disciplined
  • Quality Focused

Education and experience

  • Grade 12 National Senior Certificate (NQF 4) (Essential)
  • 2 Years Collections Team Leader experience / in a similar role
  • 2 Years' experience in a Call Centre/BPO required

Ability to commute/relocate:

  • Bellville,

Western Cape:
Reliably commute or planning to relocate before starting work (preferred)

Education:

  • High School (matric) (required)

Experience:

Collections Team Leader: 2 years (required)

  • Call Centre/

BPO:
2 years (required)