About the position
Operations Manager (Specialized Debt Collections)
Market-Related Salary
Johannesburg
Excellent career opportunity with a fast-paced Credit Solutions Group for an Operations Manager (Specialized Debt Collections) based in Johannesburg. Reporting to the National Operational Executive, you will be responsible for co-developing strategy, building capacity, and effectively implementing the agreed business strategies for multiple teams, motivating and developing the teams, and taking responsibility for maximising productivity and net recoveries. You will also be responsible for the team’s operational and financial success with the management team.
Key Performance Areas
- Manage, expand, and develop multiple team managers and senior specialist consultants.
- Meet or exceed Internal Collections Key Performance Indicators through effective management of People, Processes, and Technology within the operating budget.
- Execute and take ownership of collections strategies and book management.
- Daily analysis, identification, and execution of relevant campaigns to maximise collections as needed.
- Design and execute operational tactics.
- Ensure that resources are adequately trained, developed, and supported.
- Active management of team managers to ensure consistence agent performance management compliance.
- Deploy continuous process improvement to enhance the efficiency and effectiveness of existing resources.
- Ensure the Collections Call Centre is delivering according to operational plans and goals, within the operating budget.
- Ensure Call Centre productivity is optimized through hands-on management of the team and introduction of best practices.
- Administrative processes are implemented to enable the smooth running of the department.
- Strategic and best practice thought leadership within the Call Centre to enhance operational competencies.
- Compile and produce relevant reporting and analysis to maximize results.
- Ensure staff are led and managed optimally and Performance Management is applied consistently.
Qualifications and Experience
- 2-3 years' management experience in collections management or management in the financial services sector.
- 5-7 years’ experience in the collections industry.
- Fundamental understanding of legal ownership structures
- Advanced knowledge in debtor research and profiling
- A good understanding of the legal collections process.
Desired Skills:
- Collections
- Debt Collection
- Leadership
- Legal
About The Employer:
Fast-paced Credit Solutions Group.
