African Bank: Operations Manager: Collections Call Centre-Night - - South Africa

Job Description To manage the Collections Call Centre operations in order to Maximise all collections through improved efficiencies, productivity, quality processes and implementing tactical actions to achieve strategic cash collection objectives. Maximise the contribution of staff and ensure staff related performance meets key strategic objectives across critical dimensions Job Requirements Behavioural (COMP) Professionalism Assertiveness Team player Reliability Proactive orientation Flexibility Resilience PassionTechnical (COMP) Analytical skills Communication Skills (written, verbal & listening) Client Centricity Negotiation skills Stress Tolerance/ Resilience Leading a team (Performance Management, People Management & motivation skills) Business and Financial Acumen EQ – Inter- & intrapersonal skills Knowledge of policies and procedures: BIL, Debt Collections & Call Centre operations Knowledge and understanding of collection systems and workflow processes: Exactus, Tallyman, Davox, Telephony, CMS Reporting & NICE Planning and organising skills Computer Literacy KEY RESULTS AREA COMMERCIAL AND BUSINESS MANAGEMENT: Identify gaps between the set and achieved targets and identify business failures that underpin issues across all support environments and within the teams Mobilise relevant stakeholders to develop solutions to meet set targets and improve performance/ exploit performance improvement opportunities Analyse the reasons for non payment to identify gaps Manage the implementation of corrective measures SMS Campaigns Letter campaigns Analyse quality team findings, make recommendations and implement corrective measures Manage operations according to budgets with a focus on cost effective collections SMS Campaigns Letter campaigns Competitions Incentives / reward programmes STRATEGIC OUTPUT: Drive the strategic initiatives input on required initiatives per the business strategic objectives and purpose Collaborate with support environments to identify and solution initiatives Motivate initiatives by means of business logic and cost benefit Test and Implement recommendations Implement tactical strategies to achieve objectives. Communicate results to senior management Identify gaps between projected and achieved objectives Ascertain ways of correcting the discrepancies Implement corrective measures Provide concise, quantified feedback and motivation to senior management on extent to which resources (support environment, staff and facility, etc) are adequate or need to be addressed. Provide input to the HR attraction, retention and development strategies for the call centre PEOPLE MANAGEMENT: Plan, organise and support supervisors with regards management of performance targets and trends on key HR dimensions: Unplanned Leave Absenteeism KRA vitality curve Climate Training and development targets Enable HR retention and staff development strategy by: Support supervisors by sponsoring relevant reward and recognition projects. Relevant team sessions re: Update on overall performance Update on strategic projects and initiatives Receive feedback regarding issues and challenges that need sponsorship for resolution Ensure HR partners delivered required solutions. Escalate where this is not the case Facilitate alignment of supervisors regarding best practice and use of relevant templates and standard policies and procedures Conduct monthly performance reviews of subordinates and Provide support with regards the contracted development plans – corrective measures to address underperformance and development to address career pathing for top performers. SELF DEVELOPMENT: Seek feedback from senior managers and subordinates with regards personal growth opportunities Ensure development plan addresses performance related development and personal career aspiration related development CUSTOMER: Create and maintain productive relationships with internal and external clients by providing advice and assistance Create understanding of the ‘real’ versus ‘perceived’ need through experience and expertise while complying with company polices legislation and regulations Keep the client informed about progress through written communication, telephone communications and/or face to face meetings Build a positive image by exceeding client expectations at all times Treat internal and external customers fairly at all times How to Apply Click here to apply online Job ID : 3159 Job Vacancy Type: Permanent Province: Gauteng Contract Duration: Region: Johannesburg North Minimum Experience Required: 3 years supervisory management experience in a corporate call centre Suburb: Midrand (Midrand) Minimum Education Required: Grade12 Plus relevant qualification Company: African Bank Qualifications Required: Diploma in Call Centre Management and Debt Collections Employment Equity: Yes Job Category: OPERATIONS MANAGER I Other Languages Required 1: Other Languages Required 2: Number of Openings: 1 Closing date: 29-Apr-2014 Apply Now

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African Bank: Operations Manager: Collections Call Centre-Night - South Africa

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