Department Manager

The Inbound Collections and Debt Review Department Manager 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 Department Manager will be responsible to maintain appropriate agreed delinquency and charge-off levels and adjust 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 Department Manager is responsible to build and maintain an integrated and balanced people management approach in a cost-effective manner.

The key responsibilities include:
**Inbound collections + Debt Review Strategy**
- Execute and communicate functional strategy and projects to the Inbound collections and Debt Review teams.
- Actively participate with the implementation and monitoring of strategic and departmental projects
- Research, benchmark and design contact centre best practises and trends to ensure alignment with industry standards and best practise.
- 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 and participate in UAT as required.
- Monitor, analyse and interpret data (daily/weekly/monthly) to ensure achievement of relevant key performance indicators; produce relevant repots, identify optimisation opportunities, gaps and risks and initiate appropriate corrective actions as required.
- 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.
- Actively 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

**Qualification**
- Grade 12 / Matric or equivalent
- Bcom Management qualification advantageous
- Diploma in Credit Management advantageous
- Relevant Contact Centre certifications (advantageous)

**Experience**
- 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)