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Department Head

2 months ago

Cape Town, Western Cape, South Africa Tenacity Financial Services Full time

About the Role

The Department Head will play a crucial role in driving the profitability of Tenacity Financial Services by effectively managing the Inbound Collections and Debt Review Department. This involves 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 Department Head will be responsible for maintaining appropriate agreed delinquency and charge-off levels and adjusting strategy and processes to ensure that the credit book remains within the constraints of what is agreed on an annual basis at executive level. Additionally, the Department Head will be responsible for building and maintaining an integrated and balanced people management approach in a cost-effective manner.

Key Responsibilities

Inbound Collections and Debt Review Strategy

  • Develop and communicate 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 practices and trends to ensure alignment with industry standards and best practice.
  • 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 cases and requirement specifications that will support any new system or functional requirement within the department and participate in UAT as required.
  • Monitor, analyze, and interpret data (daily/weekly/monthly) to ensure achievement of relevant key performance indicators; produce relevant reports, identify optimization opportunities, gaps, and risks, and initiate appropriate corrective actions as required.
  • 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 organization.
  • Participate in project-related activities.
  • Adopt First Call Resolution competency.
  • Detect and escalate fraud and misrepresentation to the respective lines and department.
  • Operationalize 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 the 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 Financial Services policies and/or contractual agreement.
  • Ensure timeous contracting of KPIs with Agents and Team Managers.