Lead (Senior Manager) Recoveries/collections

4 weeks ago

Johannesburg, South Africa SALBHRM Full time

**Job Title**:
**Lead (senior manager/Exec.)** Recoveries Sales Customer Success

**Job Type**:
Permanent Role

**Location**:
Sandton, Johannesburg with occasional
in-country and international travel

**About**:
Currently on an aggressive global growth path, with exciting digital, big data and business management opportunities for ambitious professionals. Their revised employee value proposition is rooted in a desire to be where talented people can come to innovate and grow.

**About the role**

**Role responsibilities**:

- Take the lead role in managing key client relationships and Onboarding clients once won - managing implementation, training, adoption, retention, and satisfaction.
- Own the entire relationship with assigned clients.
- Establish relationships as a trusted and strategic advisor to help ensure the continued value of client solutions.
- Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team.
- Communicate effectively with both internal and external senior managers to better understand customer needs, maximise retention and growth, and share learnings.
- Maintain existing customer-success metrics and data as directed.
- Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.
- Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals.
- Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables.
- Collaborate, problem-solve, and/ or strategise with team members on upcoming client meetings.

**Skills and experience**:

- Proficient in using technology enabled tools and systems, data and analytics.
- Data/ Business Analysis using technology tools a must.
- Data and client relationship management (CRM).
- 5 -10 years of experience in call centre communications and business operations, marketing, sales, account management, customer success, relationship management.
- Strong skills in verbal and written communications, strategic planning, and project management.
- Analytical and process-oriented mindset.
- Ability to work effectively across multiple departments in a deadline-driven environment.
- Active team player, self-starter, and multitasker who can quickly adjust priorities.
- Experience in call centre debt collections and revenue management would be an added advantage.

**Education and certifications**:

- Knowledgeable in CX.
- Bachelor’s degree or equivalent.
- Business analysis certification an added advantage.
- Project management certification an added advantage.

**Salary**: R1,400,000.00 - R1,600,000.00 per year

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