Collections Department Manager

3 months 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.

**Daily Activities**:

- Operate within the Credit and Collection Policy requirements.
- Utilize cutting-edge call center technologies to achieve company goals.
- Manage outbound calling strategies for maximum efficiency and effectiveness.
- Meet productivity targets while minimizing delinquencies and charge-offs.
- Establish performance controls to identify issues, enhance collections, control costs, and improve processes.
- Resolve disputes with customers and departments regarding receivables and risk management.
- Ensure timely submission of receivable reports to senior managers.
- Analyze delinquency data against industry trends and economic conditions for continuous improvement.
- Collaborate with the new business department to enhance credit quality.
- Review and approve the monthly Charge Off Schedule and communicate with relevant personnel.
- Maintain accurate customer profiles and documentation.
- Stay updated on laws related to collections, the NCA, DCA, and other credit industry legislation.
- Participate in trade and credit groups to enhance credit knowledge.
- Adhere to company policies and procedures.
- Undertake ad-hoc projects and responsibilities as assigned.

**Team Leadership & People Management**:

- Lead a team of Collections Team Managers.
- Implement strategic plans through effective recruitment, training, motivation, and evaluation of staff.
- Provide clear, visible leadership, fostering a culture of high performance and customer focus.
- Conduct regular team meetings to enhance communication, teamwork, motivation, training, and productivity.
- Align people management practices with Tenacity policies.
- Mentor and coach staff, updating career growth plans as needed.
- Set and assess quarterly targets/goals through KPA performance reviews.
- Manage non-performance or probation requirements per Tenacity policies and agreements.
- Lead the team to achieve optimal efficiency and foster a cohesive, motivated environment.
- Ensure effective collaboration with internal and external customers across the business.
- Address behavioral concerns per the Company's Disciplinary Policy.
- Manage team absenteeism according to the Company’s Absence Management Policy.
- Manage waybill and overtime/special time payroll processes.

**Experience**:

- Minimum 5 years' experience in a Team Manager position
- Minimum 3 years' experience in a Department Manager Position

**Qualifications**:

- 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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