Credit and Collections Manager

7 months ago

Johannesburg, South Africa Mettus Full time

**Purpose of the Job**:
The role of the credit and collections manager is to direct and lead the management of the people, processes, and technology within the Mettus Credit Management department.

**Main Responsibilities**

**Tasks**

1.

Perform credit risk management
- Implement, monitor, and manage the relevant debt collection technology, strategies, and operations to effectively manage credit risk.
- Ensure compliance with statutory, regulatory, and supervisory requirements to protect the reputation of the organisation and to minimise the risk of legal action in respect of debt collection matters.
- Ensure that debt collection business rules are adhered to, and that control measures are implemented to minimise bad debt.
- Ensure that ongoing quality improvement processes on credit-related operations are implemented.
- Implement, manage, and report on the various stages of credit management, including debt collection, customer suspension and churn, bad debt write-off, bad debt recoveries, and prescription.
- Implement and manage the necessary external debt collection and legal collections processes to improve late-stage debt collection.

2.

Perform debt collection
- Ensure that the department collections outstanding debt from customers within agreed payment terms.
- Ensure that inbound and outbound initiatives and campaigns are implemented to ensure the successful collection of outstanding debt.
- Implement effective debt collection campaigns and technologies to increase revenue collected, reduce DSO’s and improve age analysis health.
- Ensure accurate capture of critical customer information such as account disputes, monthly debit order details, promise to pay details and payment arrangement information.
- Where necessary, facilitate accurate record keeping of customer contact information for debt collection purposes.
- Ensure regular reconciliation of customer accounts to reduce incorrect credit balances and improve debtor age analysis.

3.

Perform customer support
- Ensure that department delivers exceptional operational support and professional customer query management.
- Ensure that all queries dealt with are resolved correctly in the first attempt.
- Ensure that client/customer disputes are correctly captured for effective tracking.
- Ensure the disputes on client accounts are resolved within agreed timelines.
- Ensure that relevant internal and external stakeholders are adequately informed on the status of account disputes.
- Ensure that unresolved disputes do not hinder clients from operating at optimal capacity.

4.

Manage collections department
- Ensure that department targets and service levels are achieved.
- Monitor and manage staff availability and capacity to manage workload.
- Actively manage staff activity to remove work backlogs.
- Ensure the effective management of employee performance and behaviour.
- Perform monthly performance appraisals for all employees.
- Train staff on a regular basis to maintain a skilled workforce.
- Create an environment which promotes effective knowledge transfer and open communication

5.

Deliver accurate management information
- Implement sustainable data and information management strategies and principles to ensure that relevant data is securely gathered and stored; and is retrievable for use by authorised stakeholders.
- Maintain a high degree of automation in relation to data and information management.
- Provide daily and monthly dashboards to direct management decisions and actions.
- Provide variance analyses to focus on discrepancies between planned and actual performance across areas of responsibility.

6.

Implement management control systems
- Deliver and maintain the department policies, processes, and procedures.
- Implement performance management systems, goals and procedures required to manage and regulate output and behaviour in line with company performance expectations and culture.
- Implement relevant work instructions for the management of knowledge, knowledge transfer, and consistent operational execution.
- Implement corrective actions highlighted during internal and external audits.

7.

Manage business relationships
- Foster effective and professional relationships with business partners, internal customers, and external customers to ensure co-operation and ongoing support.
- Foster a positive work environment built on mutual respect with staff, subordinates, and superiors.
- Liaise with relevant teams and departments for support and assistance in resolving queries and escalations.
- Attend and provide input into various forums to ensure alignment between relevant business units.

8.

Manage credit collections strategy
- Reference company strategic values and goals to determine how the department can contribute to the overall company performance.
- Formulate the department strategy, goals, service level agreements, and key performance indicators and ways of working.
- Execute the department strategy whilst tracking performan

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