Department Manager: Device Rental Contracts

**Daily activities**:

- Device rental& Payment Management:

- Oversee the full lifecycle of device rental contracts, from initiation to termination, ensuring accuracy and compliance with contractual terms.
- Manage the collections process, ensuring timely payments from customers and addressing any issues related to late or missing payments.
- Operational Reporting & Performance Metrics:

- Develop, monitor, and analyze daily, weekly, and monthly reports on device rental performance, collection rates, and outstanding balances.
- Identify and manage key operational levers that affect the business, ensuring accurate tracking and reporting of KPIs.
- Collaborate with the IT and product teams to ensure that reporting tools and data systems are optimized for performance tracking
- Technical Expertise:

- Stay updated on network operator methodologies, billing systems, and technical workflows related to device rentals.
- Ensure the team is well-versed in industry-specific lingo and processes to effectively communicate with stakeholders and resolve technical issues.
- Assist in developing and implementing technical solutions to improve device rental and payment management efficiency.
- Customer Relationship Management:

- Address escalations related to payment issues, device rental disputes, and billing inquiries, ensuring customer satisfaction while maintaining business profitability.
- Collaborate with customer service and sales teams to resolve customer account issues and prevent device rental churn.
- **Team Leadership & People Management**:

- Lead a team responsible for device rental administration, payments processing, and customer account management.
- Provide mentorship and training to the team on industry standards, technical tools, and best practices.
- Foster cross-department collaboration with product development, sales, and customer service teams to ensure a seamless customer experience
- Implement strategic plans and objectives through influencing and implementing effective recruitment, training, motivation and evaluation of all staff
- 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
- Implement and maintain people management practices in alignment with Tenacity policies
- Mentor and coach staff and identify needs and update career growth plans
- Ensure team members have clear and realistic targets/goals which are assessed quarterly through the KPA performance management reviews
- Manage non-performance or probation requirements as stipulated in the Tenacity policies and /or contractual agreement concluded with the relevant Leaders or staff members.
- Provide effective leadership to team members in order to achieve optimal efficiency of the department and to build a cohesive and well-motivated team
- Ensure team works effectively with individuals, customers both internal and external across the business
- Address any behavioural concerns in line with the Company’s Disciplinary Policy
- Manage the team’s absenteeism in line with the Company’s Absence Management Policy i.e. return to work etc.
- Management of ESS/Sage and unpaid leave transactions
- Management of waybill and overtime/special time to payroll

**Functional Knowledge and Skills**
- Strong understanding of device rental lifecycle management, collections, and financial reconciliation.
- Proficiency in reporting tools, CRM systems (e.g., Salesforce), and financial software.
- Excellent communication skills, with the ability to translate technical data into actionable insights for various stakeholders
- Strong leadership and team management capabilities

**Additional Competencies**:

- Technical Acumen: In-depth understanding of device rental workflows, network operator systems, and industry jargon.
- Analytical Skills: Ability to monitor key metrics, analyze trends, and make data-driven decisions.
- Customer-Centric Focus: Strong understanding of the customer relationship lifecycle in the context of device rental contracts.
- **Work Environment**:

- Full-time, office-based position.
- Fast-paced environment, with opportunities to grow within a dynamic team.
- **Qualification**:

- Grade 12/Matric