Reporting to: Chief Operations Officer

Job Purpose: 2IC to the COO. To learn, and develop a working relationship with operations and clients, taking responsibility for the development of Strategic Action plans that will take Nimble forward. Creating growth with clients through better recoveries, and ad hoc interactions optimizing Recovery profits. Ensure compliance of legal/contractual obligations (SLA’s), System integration effectiveness, and Operational System configuration and enhancements to optimize Nimble Groups effectiveness and results.
Location: Woodstock, Cape Town

KEY PERFORMANCE AREAS:
Under the management / direction of the Chief Operations Officer, the Support Operations Executive will have the following responsibilities (including but not limited to):
1. Portfolio Management
  • a. Coordinate resources to ensure profitable success in Key identified strategic projects
  • b. Enhance profitability through improved revenue
  • c. Collections performance against the overall target (Client vs. Nimble)
  • d. Staff productivity / Quality control
  • e. Generate a sound and ethical working relationship with the Client/Nimble Operations
  • f. Maintain and improve client recoveries; identifying and resolving problems; preparing/monitoring action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs
  • g. Prepare call centre performance reports by collecting, analysing, and summarizing data and trends.
  • h. 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.
  • i. Manage Vendor Rankings where applicable to highest ranking possible
2. Growth of New Business
  • a. Create market awareness through service delivery
  • b. Finding opportunities to grow the business within every client – generating leads and prospects
  • c. Market Nimble with new clients/ opportunities
  • d. Excel in client service delivery adding to goal of business growth
3. Create / Manage Client Relationship
  • a. Be the # 1 Service provider to clients
  • b. Deliver Client service beyond expectations
  • c. Understanding the clients expectations/ targets and portfolio through regular interactions and analysis of existing data and trends
  • d. Data management- balancing to client monthly/reporting feedback/ open clear visibility
  • e. Respond to all Client requests on Time, clearly and in writing
  • f. Ensure Managerial interaction at all levels
4. Risk Mitigation (client and employee)


REQUIREMENTS:
• BA / BComm in Business Management, CA and / MBA is preferred
• Minimum 1 – 2 years working experience in auditing / consulting
• Credit and Criminal clear
• Strong analytical skills
• Positive attitude
• Tenacity to see projects through to success
• Strong financial understanding