Head of Collections

homechoice is a leading South African homeware retailer. For over 35 years we’ve helped our customers create beautiful homes they love with an innovative range of quality products they can afford.

The purpose of the role is to continually improve the experience for all homechoice customers and through doing so to contribute to the financial success of the business. This entails the experience throughout the customer lifecycle, including sales, collections, fraud and customer service.

**What you will love doing in this role**
- Contribute to the business strategy and create the supporting strategy for the Customer Engagement team.
- Drive the implementation of the strategy through mentoring and management of the department leadership team.
- Ensure that all NSV, fraud write-off and cash collected targets are achieved.
- Drive innovation through technology as well as process enhancements with the aim of improving the customer experience and the business efficiency.
- Mentor and coach your leadership team, creating a team culture of trust and transparency.
- Manage the performance on your management team and ensure that a performance management culture remains prevalent consistently across the teams.
- Build relationships with key stakeholders and drive accountability with key partners.
- Manage budgets and drive cost savings through efficiency gains.

**What you’ll need to do this role**
- Relevant tertiary qualification
- Minimum of 8 years’ operations experience
- 5 Years’ experience at a senior managerial level, specifically people management of large teams
- Management experience in a retail operations / call centre environment

**Behaviours we love**
- Wow my **customer**
- Walk in my customers’ shoes
- Deliver on my promises
- Deliver insight-led solutions my customers need
- Treat the business as **my own**
- Take accountability
- Be curious, creative & explore opportunities
- Do it right & at the right time
- Play as a **team**
- Be helpful
- Be inclusive
- Find the fun