Collections Team Manager
Reporting to: Operations Manager: Collections
Job Purpose: As a Team Manager, you will play a pivotal role in managing collections, productivity, and administrative performance against set targets. Reporting to the Operations Manager, you will act as a beacon of leadership, driving our team's success and fostering a positive working environment.
Key Performance Areas
Under the management / direction of the Operations Manager, the Team Manager will have the following responsibilities (including but not limited to):
1. People Management: The practice of recruiting, training, engaging, motivating, coaching, and directing employees to optimize their talents to maximise workplace productivity and promote professional growth.
• Empowering your team members
• Handling interpersonal conflict
• Building trust
• Leading employee training
• Managing deadlines and KPA expectations
• Building company culture
2. Productivity Management: The practice required for managing your team’s inputs against expected targets like:
• Attendance and time keeping
• Calls answered.
• Promises to Pay
• Debit orders.
• Settlement payments
• Quality of the PTP
• Call quality and service rendered to customers.
3. Quality and Compliance Management
• Demonstrates an accurate understanding of the debt collection process.
• Demonstrates an accurate understanding, and adherence, to ensuring that quality conversations are had customers.
• Practice sound data ethics.
• Demonstrates an accurate understanding, and adherence to 1st Call Resolution
• Demonstrates an accurate understanding, and adherence to the principals of Treating Customers Fairly
Education & Experience
• Higher Certificate or Diploma in Management and leadership is advantageous.
• A minimum of 5 years’ experience as a Customer Care Consultant, within the Debt Collections industry with proven evidence of past performance.
Skills /Attributes
• Strong leadership
• Integrity
• Strong moral behaviour
• Ethical
• Ability to manage change within your team
• Agility and adaptability
• Action and resolution oriented
• Innovation and creativity
• Clear Effective Communicator
• Strong Emotional Intelligence/Quotient
• Planning and Organisation skills
• Active listener and Problem-Solving ability
• Critical thinker and ability to make decisions.
• Technical Skills:
o MS Office
o Intermediate to Advance proficiency in Excel
o Strong Presentation skill
Remunerations Structure
• Basic salary + Commission
• 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)
o Medical Cover (at the full cost of the employer, after successful completion of the probation period)
• Subsidized School fees towards your child schooling at Nimble Peak Child EduCare (ages: 3 months – 5 years)
Working Hours
• You will be required to work a maximum of 45 hours per week.
o Monday – Friday: You will be required to work a maximum of 9 hours per day (in the week that you do not work a Saturday) and a maximum of 8 hours per day (in the week that you are working a Saturday) shifted between the times of 07:00 and 20:30 as agreed by management.
o Saturday: You will be required to work a maximum of 6 hours per day on a maximum of 2 Saturdays per month shifted between the times of 08:00 and 14:00 as agreed by management.
Applications Close
NB:
Incomplete and late applications will not be considered.
This appointment will be made in line with the Nimble Group Employment Equity plan.