Reporting to: Head: ADP Recoveries

Job Purpose: To lead and develop a working relationship with clients, taking responsibility for the development of strategic action plans. Creating growth through better recoveries, regular accurate reporting and ad hoc interactions optimizing recovery profits. Ensure compliance of legal/contractual obligations (SLA’s), system integration effectiveness, and operational system configuration with the goal to maximise Nimble Groups goal to be the #1.

Division: ADP

Location: Sandton, Johannesburg


KEY PERFORMANCE AREAS:
Under the management / direction of the Head: ADP Recoveries, the Operations Executive will have the following responsibilities (including but not limited to):

  • Portfolio management
    o Coordinate resources to ensure profitable success through improved revenue
    o Collections performance against the overall target
    o Maintain and improve recoveries; identifying and resolving problems; preparing/monitoring action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs
    o Prepare call centre performance reports by collecting, analysing, and summarizing data and trends
    o Maintain professional and technical knowledge by tracking emerging trends in call centre operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
    o Understanding the expectations/ targets and portfolio through regular interactions and analysis of existing data and trends
  • Growth of new business
    o Finding opportunities to grow the business within every engagement – generating leads and prospects
    o Excel in service delivery adding to goal of business growth
  • Risk mitigation
    o Actively identifies and communicates areas of risk
    o Implements risk management initiatives
    o Invests in succession planning
  • People management
    o Accomplish call centre human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling and disciplining employees; administering scheduling system; communicating job expectations; planning ,monitoring ,appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
    o Identify individual and team learning and development needs and plan to meet these in conjunction with learning and development staff.
    o Drive the operational Productivity/Quality control/Performance management
  • Service excellence
    o Effective management of internal and external relationships
    o Develop and maintain positive working relationship with co-workers and external stakeholders
    o Contributes to team success

REQUIREMENTS:

• BA / BComm in Business Management preferred
• Minimum 7 years working experience in a senior management role in recoveries (Banking, Retail or External Debt Collector)
• Management reporting experience
• Client Liaison experience is preferred
• Vendor management experience
• Exposure to handling of challenging operational issues in a collections environment
• Experience in managing teams in excess of 100 staff
• Experience in strategy design and execution
• Dialler experience advantageous
• High level computer literacy & efficiency
• HR / IR experience

SKILLS:

• Strong communication skills - business writing and verbal
• Strong financial and business acumen
• Contract negotiation skills
• Results driven
• Proactive management approach
• Strong analytical skills
• Tenacity to drive initiatives through to completion
• Positive attitude


WORKING HOURS:

The business’ normal operating hours are as follows:

1.1.1. Monday to Friday: 07:00 - 20:30

1.1.2. Saturdays: 08:00 - 14:00

The successful candidate will be required to work a maximum of 45 hours per week between the times of 07:00 and 20:30 Monday – Friday and 08:00 – 14:00 Saturday in order to ensure adequate and effective support and delivery around the key performance areas, responsibilities and objectives of the employee’s role.


This appointment will be made in line with the Nimble Group Employment equity plan.