Department Manager: Inbound Collections

1 month ago


Cape Town, Western Cape, South Africa Fempower Full time
Job Summary

We are seeking a highly skilled Department Manager to lead our Inbound Collections and Debt Review team. The successful candidate will be responsible for developing and implementing strategies to increase profitability, managing a team of Team Managers, and ensuring compliance with regulatory requirements.

Key Responsibilities
  • Inbound Collections & Debt Review Strategy
    • Develop and execute functional strategy and projects to the Inbound collections and Debt Review teams
    • Participate in the implementation and monitoring of strategic and departmental projects
    • Research and design contact centre best practises and trends to ensure alignment with industry standards
    • Drive recruitment strategy and resource models in line with departmental strategy or projects
  • Operational Management
    • Revise, adapt and manage processes, systems and practices based on the operational business needs and priorities
    • Draft and maintain Standard Operating Procedures documentation
    • Develop business case and requirement specifications that will support any new system or functional requirement within the department
    • Monitor, analyse and interpret data to ensure achievement of relevant key performance indicators
    • Actively manage dispositions across telephony architecture
    • Communicate clearly, effectively, and timeously to ensure that internal and external stakeholders are engaged on relevant matters
    • Attend and participate in internal and external stakeholder meetings and maintain effective stakeholder relationships
    • Ensure compliance to all policies, procedures, regulatory and legal elements of the organisation
    • Participate in project related activities
    • Adopt First Call Resolution competency
    • Detect and escalate fraud and misrepresentation to the respective lines and department
    • Operationalise all payroll related activities including management of overtime/special time/transport waybill
  • Management of People
    • Manage and lead a team of Team Managers
    • Implement strategic plans and objectives through influencing and implementing effective recruitment, training, motivation, and evaluation of employees
    • Provide effective leadership to team members to achieve optimal efficiency of the department and to build a cohesive and well-motivated team
    • Provide visible and clear leadership to team, promoting a culture of high performance and customer focus
    • Conduct regular team meetings to ensure high levels of communication, teamwork, integration, motivation, training and productivity
    • Mentor and coach employees and identify needs and update career growth plans
    • Ensure team members have clear and realistic targets/goals which are assessed monthly through the KPA performance management reviews
    • Manage non-performance or probation requirements as stipulated in Tenacity policies and /or contractual agreement
    • Ensure timeous contracting of KPI's with Agents and Team Managers
    Requirements
    • Grade 12 / Matric or equivalent
    • Bcom Management qualification advantageous
    • Diploma in Credit Management advantageous
    • Relevant Contact Centre certifications (advantageous)
    • Minimum 5 years' experience in a Team Manager position
    • Minimum 3 years' experience in a Department Manager position
    • Solid understanding of contact centre processes, technology and tools

Successful track record in managing large scale contact centre (100+ FTE)



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