Senior Manager: Customer Collections

2 weeks ago


Sandton, South Africa Blue Label Telecoms Full time

About Company
CEC is focused on device financing as well as operational management of the Cell C post postpaid customer base. We work with a variety of internal and external partners and service providers to deliver these services.

We pride ourselves on being customer-focused, innovative and agile, and teamwork is a critical component of our philosophy and success.


Job Purpose
Responsible for managing the collections strategies, policies, operational process and reaching the operational targets of the collections teams.

The job includes the design and implementation of new strategies, processes and system changes in conjunction with external services providers and internal teams.

The job also involves managing third party service providers and holding them accountable.

RESPONSIBILITIES

Strategy formation

  • Provide strategic input into any projects impacting Customer Acquisition and Credit & Risk
  • Fully responsible for the development and implementation of collections strategies including but not limited to:
  • Current Collections
  • Arrears Collections
  • EDC Collections (Pre-Legal)
  • Legal Collections

Operational Management

  • Manage the relationship with the outsourced operations performing activities on behalf of CEC
  • Interact with senior managers and key stakeholders on policies and processes that govern the current strategy and any continuous improvement
  • Manage escalated queriesTrack collections performance and proactively address issues
  • Maintain, optimise and analyse system strategies in order to maximise business proficiency
  • Analyse System & Business Requirements for current and future integration
  • Define Business Processes & Supporting System Procedures
  • Facilitate the resolution of IT support issues affecting collections
  • Assist in user acceptance testing of new IT solutions implemented in the collections area
  • Generate relevant management reports and interpret information contained in order to make proactive recommendations to management with regards to business opportunities

Business Planning

  • Participate in overall business planning, providing input into the future vision
  • Quantify business outcomes (i.e. revenues or other key performance indicators)
  • Provide input into resource budgets

Business Engagement and Collaboration

  • Drive acceptance and integration of CEC and its products and services
  • Support business leadership and users to understand and embrace CEC's products and solutions
  • Contribute to the development of business unit strategy by providing a view on potential improvements for products or services and an assessment of the existing situation and anticipated changes in the external environment

Leadership and Management

  • Demonstrate leadership qualities to effectively lead the team
  • Effectively manage the internal collections team to achieve results
  • Manage third party providers

Behavioural Competencies

  • Communicates Effectively
  • Optimizes Work Processes
  • Manages Complexity
  • Plans and Aligns
  • Ensures Accountability
  • Collaborates
  • Business Insight
  • Financial Acumen
  • Strategic Mindset
  • Self-Managed

Skills

  • Policy and procedures
  • Computer Skills
  • Verbal Communication
  • Compliance Management
  • Costing and Budgeting
  • Law and Regulations
  • Strategic Planning
  • Financial Accounting

Education

  • Matric
  • University degree preferred

Experience

  • Previous experience in telecommunication is highly desirable
  • Debt Collection experience
  • Experience managing 3rd party providers
  • Experience in managing a team


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