Department Manager Early Stage Collections

4 days ago

Northern Suburbs, South Africa Tenacity Financial Services Full time

The Collections Department Manager (CDM) will endeavour to increase Tenacity’s profitability by operating within the guidelines and requirements of our Credit and Collections Policy and the National Credit Regulations as stipulated by the National Credit Act and the Debt Collectors Act. The CDM will be responsible to maintain appropriate agreed delinquency and charge-off levels, and make adjustments to strategy and processes to ensure that the credit book remains within the constraints of what is agreed on an annual basis at executive level. In addition, the CDM is responsible for the development of staff that creates an environment to help motivate the Collections Teams to optimize their performance and professional growth.

**Main activities**

**1. Daily activities
- Operate within the guidelines and requirements of the Credit and Collection Policy
- Utilizes existing and emerging call centre technologies to meet company goals
- Managing inbound & outbound calling strategies to maximize efficiencies & effectiveness
- Responsible for meeting all productivity targets while mitigating delinquencies and charge-offs
- Establish and maintain management and performance controls to highlight problems, maximize collections,

contain costs and develop process improvements
- Resolve disputes with customer base and other departments as they relate to receivables and risk management
- Ensure that receivable reports are submitted to all senior managers on a regular basis or as requested
- Continuously analyse and compare all delinquency data to industry trends and economic climate to improve results.
- Effectively work with the new business department to improve credit quality
- Meet with relevant stakeholders to review the collection function on a regular basis or as needed
- Review and approve the monthly Charge Off Schedule and communicate to all appropriate personnel
- Maintain appropriate documents, documentation and other information on the customer profile
- Keep abreast of all law pertaining to collection, the NCA, DCA and other legislation pertaining to the credit industry
- Participate in appropriate trade and credit groups to improve credit knowledge
- Follow company policies and procedures
- Action any ad-hoc projects and responsibilities as assigned

**2. Team Leadership & People Management**
- Manage a team of Collections Team Managers
- Implement strategic plans and objectives through influencing and implementing effective recruitment, training, motivation

and evaluation of all staff
- Provide visible and clear leadership to team, promoting a culture of high performance and customer focus
- Conduct regular team meetings to ensure high levels of communication, teamwork, integration, motivation,

training and productivity
- Implement and maintain people management practices in alignment with Tenacity policies
- Mentor and coach staff and identify needs and update career growth plans
- Ensure team members have clear and realistic targets/goals which are assessed quarterly through the

KPA performance management reviews
- Manage non-performance or probation requirements as stipulated in the Tenacity policies and /or contractual

agreement concluded with the relevant Leaders or staff members.
- Provide effective leadership to team members in order to achieve optimal efficiency of the department and to

build a cohesive and well-motivated team
- Ensure team works effectively with individuals, customers both internal and external across the business
- Address any behavioural concerns in line with the Company’s Disciplinary Policy
- Manage the team’s absenteeism in line with the Company’s Absence Management Policy i.e. return to work etc.
- Management of ESS/Sage and unpaid leave transactions
- Management of waybill and overtime/special time to payroll

TECHNICAL KNOWLEDGE AND SKILL REQUIREMENTS OF ROLE
**Experience**
**Qualification** - Minimum 5 years’ experience in a Team Manager position
- Minimum 3 years’ experience in a Department Manager position - Grade 12
- Bcomm Management qualification advantageous
- Diploma in Credit Management advantageous
**Functional Knowledge and Skills** - Software: MS Word, MS Excel, MS Outlook, MS PowerPoint, Zoom, Microsoft teams
- Knowledge of contact centre systems and processes
- Knowledge and understanding of National Credit Act and Debt Collectors Act

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