Collections Call Centre Manager

Empowering Africa’s tomorrow, together one story at a time.
- With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Job Summary

The purpose of the role is to plan, manage and monitor the implementation of operations related activities and to develop, maintain and enhance operational business relationships.
processes in order to deliver on approved operational plans in an effective and efficient manner.

Job Description

Key Accountabilities

People Management: Coach, mentor and manage team members toward driving business objectives and ensuring colleague development | Stakeholder Management: Actively engage internal and external stakeholders to ensure customer satisfaction | Business Performance: Ensure own and team performance against business, efficiency and continuous improvement targets, as well as customer outcomes | Compliance and Risk Management: Ensure that all team activities are in adherence to relevant control and compliance requirements, and quality standards | Administration: Effectively fulfil all required administrative duties, including tracking and reporting

Tactical and operational planning and management: Execute and deliver on the call centre plan through others. Implement and maintain performance metrics and statistics to ascertain the overall performance of the Call Centre and take corrective action where required | Drive operational delivery: Ensure the performance of call centre key performance areas. Ensure governance and operational structures to ensure ongoing call centre performance | People Management: Ensure performance of the team through people management practices | Business Management: Allocate duties to team members in order to achieve operational targets including prioritisation and work schedules | Risk Management: Ensure all Absa policies, procedures and activities required for areas documented and understood by all members of the various team and/or business areas

Accountability: Process
- Define standard operating procedures (SOPs).
- Monitor and report on progress against operational plans and adjust where required.
- Plan for the effective implementation of value-added process improvements, initiatives and services to deliver on operational objectives.
- Resolve problems within area of accountability with the necessary discretion and guidelines.
- Perform accurate budget file management.
- Monitor and report on regional OPEX.
- Support and monitor that effective risk and compliance management is in place.

Accountability: Client⁄ Customer
- Manage and contribute to a culture of customer service excellence that meets and exceeds exceptional service.
- Plan, manage and monitor initiatives to ensure customer service excellence.

Accountability: Finance
- Manage, monitor and report on budget variances in order to maximize financial performance.

Accountability: Learning and Growth
- Implement and manage workforce planning, recruitment, learning and development, performance management, reward and recognition and employee relations to ensure an optimal working environment.
- Create an engaging, enabling and productive work climate aligned to the employee value proposition.

Accountability: Conduct
- Plan, manage and monitor governance compliance processes in area of accountability in order to manage risks and expose liabilities

Education and experience required
- Bachelor’s degree or Advanced Diploma in Business, Commerce and Management studies or equivalent NQF level 7 qualification
- At least 3 - 5 years’ experience in leading a team in a Call Centre Operations environment
- At least 2-3 Team leader or People management experience in a Banking environment
- At least 1 -2 years at specialist Call Centre experience will be preferred

Knowledge and Skills:

- Knowledge of operational management principles and practices
- Knowledge of people management principles and practices
- Knowledge of financial management principles and practices
- Knowledge of risk management principles and practices
- Knowledge of strategic management principles and approaches
- Leadership skills
- Analytical skills
- MS office skills
- Stakeholder management skills

Education

National Diplomas and Advanced Certificates: Banking, National Diplomas and Advanced Certificates: Business Management
- Absa Bank Limited reserves the right not to make an appointment to the post as advertised_