Operations Manager: Customer Care & Process Recoveries - Nimble Group - Woodstock

Reporting to: Operations Executive Job Purpose: To lead and cultivate a strong client and customer relationship by developing strategic action plans, fostering growth through improved recoveries, regular and accurate reporting, and regular interactions with internal and external stakeholders to optimize recovery profits. Ensure compliance with legal/contractual obligations (SLA's), effective system integration, and operational system configuration, aligning with Nimble Group's goal to be the industry leader. Oversee the optimal working of assigned portfolios/job functions to achieve set targets, with a particular focus on managing and enhancing Customer Care and Process Recovery operations Direct Reports: Team Managers Location: Woodstock, Cape Town The Ideal Candidate: Must have a natural and genuine zeal for people management and development. (S)He must be willing go the extra mile to see the team succeed and reach their full potential to reap the ultimate benefit of their labours through our remuneration and commission structure by upholding our company Values, Policies and Procedures. (S)He must be knowledgeable of the Debt Collection Industry, have a proven record of accomplishment within a Call Centre Environment, coupled with Customer Care experience and a sound knowledge of the Debt Review and Estate Claims (Deceased, Liquidated and Sequestrated Estates) processes. (S)He must have the ability to engage at Subordinate level as well as at Executive and Manco level. Key Performance Areas: Under the management/direction of the Operations Executive, the Operations Manager will have the following responsibilities (including but not limited to): Collections Management: - 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/Book & Portfolio management. Daily portfolio analysis, identification, and execution of relevant campaigns to maximize collections. Vendor (Debt Counsellor) engagement to maximise recoveries. Customer Care & Process Recoveries Oversight: o Manage and lead dedicated teams responsible for Customer Care and Process Recoveries operations. o Develop strategies to enhance customer/vendor satisfaction, address enquiries, escalated enquires and complaints and ensure a positive customer/vendor experience during interactions. Operational Tactics: o Design and execute operational tactics to streamline Collections, Customer Care processes and Process Recoveries strategies. o Ensure that resources are adequately trained, developed, and supported for collections, Customer care & Process Recovery functions. Team Management: o Actively manage Team Managers to ensure consistent agent performance management compliance. o Coach and mentor staff in line with the Nimble Group Values. Stakeholder Relationships: o Responsible for maintaining key strategic relationships with Executives, Senior Managers, and support staff. o Foster productive relationships with both internal and external stakeholders. Continuous Improvement: o Deploy continuous process improvement to enhance the efficiency and effectiveness of existing resources. o Strategic and best practice thought leadership within the Collections, Customer Care & Process Recovery functions. Reporting and Analysis: o Compile and produce relevant reporting and analysis to maximize results. Compliance and Strategy: o Ensure compliance with legal/contractual obligations (SLA's), system integration effectiveness, and operational system configuration. o Experience in strategy design and execution. Requirements: - Minimum 2 years in a call centre management position. Management reporting experience advantageous. Experience in the Credit & Collections industry advantageous. Exposure to handling challenging operational issues in a collection's environment. Experience in managing teams of more than 50 staff. - Experience in strategy design and execution. - Mid to high level computer literacy & efficiency. Skills/Knowledge/Attributes: - Ability to think creatively & innovatively within the area of accountability. - Ability to solve problems and be solution oriented. - Ability to think & act systemically & strategically. - Self-monitoring, personal management & self-discipline. - Learning agility & adaptability. - Patience, endurance & tenacity. - Business acumen. - Sense of personal accountability & internal locus of control. - Leverage Risks and Opportunities. - Drive for Results. - Cultivating Productive Relationships. - Excellent verbal, written, and facilitation communication skills. - Capacity to collaborate, integrate & facilitate teamwork. - Ability to work under pressure. - Planning, scheduling, and organizing skills. Remuneration Structure: - A basic salary. - Commission earning potential. - Benefits at the full cost to the Employer: o Funeral Cover (at the full cost of the employer). o Life Cover (at the full cost of the Employer). o Disability Cover (at the full cost of the Employer). Working Hours: - Maximum of 45 hours per week. - Monday to Friday: Maximum of 9 hours per day and a maximum of 8 hours per day when working a Saturday, shifted between 07:00 and 20:30. - Saturdays: Maximum of 6 hours per day on a maximum of 2 Saturdays per month, shifted between 08:00 and 14:00. This appointment will be made in line with the Nimble Group Employment Equity Plan. Please note that by submitting your application for employment to the Nimble Group you are providing the company with your consent to access any personal information particular to the employment process, including without limitation, credit profiles, criminal record, past employer references and the like. Apply Now

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Operations Manager: Customer Care & Process Recoveries - Woodstock

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