Specialised Escalations Manager

Role: Specialised Escalations Manager

Reporting to: Legal Operational Executive

Location: Sandton, Johannesburg

About Specialised

We are a dynamic organization dedicated to excellence in financial recovery solutions. As a leader in our field, we prioritize innovation, efficiency, and results. We're currently seeking a motivated individual to lead our Support Team as the Specialised Escalations Manager.

Job Purpose:

As the Specialised Escalations Manager, you'll be at the forefront of our Support Team, overseeing Trace Consultants, Customer Care Consultants, and Admin Consultants. Your role will be pivotal in driving productivity, efficiency, and effectiveness to maximize net recoveries. By providing leadership, guidance, and development opportunities, you'll ensure the team is equipped to achieve our strategic objectives. Additionally, you'll play a crucial role in providing internal support to the Specialised Recoveries Department and assisting with complex matters.

Key Performance Areas:

• The Specialised Escalations Manager will have the following responsibilities, including but not limited to:
• Manage matter escalation cycles/escalations for all specialised departments.
• Meet daily targets and KPI requirements to drive operational excellence.
• Implement continuous process improvements to enhance operational efficiency.
• Provide training, guidance, and coaching to the Support Team, ensuring quality control.
• Take corrective action when necessary to maintain performance standards.
• Oversee disputes/queries and mitigate risks effectively.
• Identify missed opportunities for improvement and assist with quality control.
• Analyze bulk data to identify critical matters and escalate them accordingly.
• Review ad hoc matters for escalation as needed.
• Liaise with internal and external stakeholders to ensure smooth operations.
• Assist with property-related matters as required.
• Prepare digital communications when necessary.
• Report on productivity stats and attend meetings.
• Undertake ad hoc projects as required.

Qualifications and requirements

• Minimum of 2 years' management and leadership experience.
• Minimum of 2 years' experience in a similar support role.
• Relevant qualification (legal background advantageous).
• Knowledge of relevant regulations such as the Protection of Personal Information Act, Prescription Act, National Credit Act, and Consumer Protection Act.
• Excellent verbal and written communication skills.
• Analytical mindset with strong judgment capabilities.
• Proficiency in MS Office Suite: Word, Excel, PowerPoint.

Join Our Team

This role presents an exciting opportunity to lead and shape our Specialised Support Department, contributing to impactful outcomes and the overall success of our organization. If you're ready to take on a challenging yet rewarding role where you can make a difference, we encourage you to apply.