Supervisor - Collections.finance

Title of job: Supervisor: Collections
Number of subordinates:
MTN Job Level: 2
Location of the job:
Johannesburg, SA
Solid Reporting Line:
Manager Collections
Dotted Reporting Line:
N/A

2. Context (Global influences, environmental / industry demands, organisational mission etc.)

Organisational Mission

MTN is evolving from a mobile communications provider to a digital platform operator where innovation, operational and commercial excellence is critical for success. To excel today and sustain future growth, MTN must develop the required capabilities internally to provide the market and customers with EPIC experiences, products and services which fulfil the belief that everyone deserves the benefits of a modern connected life.

Global Influences / Environmental & Industry Demands
- Highly dynamic and fluctuating Telecommunications industry
- Highly competitive market with new and established competitors
- Fast moving industry
- Legislative changes
- Legal parameters set by the insurance industry
- Rapid pace of digitalization
- Prevailing economic pressures affecting staff and customers
- Fluid complexities of customer expectations and demands
- Prevailing economic pressures affecting staff and customers
- Fluid complexities of customer expectations and demands

3. Key Performance Areas: Core, essential responsibilities/outputs of the position (KPA's)

Operational Processes
- Work consistently according to defined standard operating procedures.

Mission/ Core purpose of the Job

The purpose of this role is to ensure timeous collection from MTN customers by meeting collection targets and resolution of customer queries to maximise the collection of arrears amounts. Manage the credit risk associated with customer default.

This position is responsible for executing the Collections policies, strategies and processes to enhance cash flow, maximize collections, minimize bad debt and build relationships with external and internal clients through effective administration of customer accounts, resolution of account queries and efficient collection of payments due to MTN.

Sensitivity: Public MTNSA Human Resources 3
- Gather information and dhare experiences and knowledge of relevant work matters to ensure delivery of results.
- Overcome obstacles encountered by using previously learned methods of solution; or report back, escalating through channels provided, seeking advice from authority.
- Ensure that resources of time, skills, equipment and materials are neither wasted nor misused.
- Support the work performed by others.
- Prioritise work to ensure that all deadlines are met.

Customer Queries Resolution
- Resolve customer queries within agreed SLA’s. This will include end to end query resolution with correct escalation path and feedback to the business and external customers.
- Calculate the credit(s) due to customers, if any is due to the customer.
- Doing follow ups on query raised and provide necessary feedback to the business and the customer.
- Based on issues identified during queries investigation give input to the relevant stakeholders to fix the issues.
- Resolution of any queries raised, timeously and ensuring appropriate corrective action through relevant stakeholders.
- Ensure revenue leakages identified via the Revenue Assurance process is continuously updated.

Customer Satisfaction/Service
- Managing all inbound and outbound campaigns and calls as per the agreed KPI’s and SLA’s.
- Loading of Outbound campaign files on the dialler as and when required.
- Manage all administrative functions with the help of systems.
- Manage contact center service levels and answer rates.
- Ensure delivery of exceptional customer service that would positively impact on the Customer Satisfaction Index
- Ensure maintenance of customer confidentiality at all times
- Handle escalated queries and ensure the resolution as per the agreed SLA’s.
- Management of walk-in customers
- Ensure workflow continues without interruption

Sensitivity: Public MTNSA Human Resources 4

Monthly Customer invoicing
- Prepare trend analysis of customer invoices with the objective to pick up anomalies.
- Investigate and report all invoicing abnormalities identified.
- Review a root cause analysis on credit notes issued to assist in defining corrective action to avoid repeats.
- Prepare reconciliation between distribution as per warehouse data vs actual invoicing.
- Prepare adhoc invoices when required.

Debtors Management:

- Work with existing policies, processes and procedures in such a way that operational efficiencies and performance are enhanced, and optimal results achieved.
- Maintain collections path management within agreed SLA’s.
- Testing of collection plans to ensure collection paths are working correctly and optimally.
- Clearing collection path errors - incorrect segmentation; manually invoked collection paths; accounts fast-tracked to legal.
- Maintenance of exclusion accounts.
- Perform monthly deactivations (involun