OPERATIONS MANAGER: SPECIALISED COLLECTION - JOHANNESBURG
Reporting to: National Operations Executive
Location: Sandton, Johannesburg
ABOUT US
Nimble Group is a specialist financial services firm that provides credit solutions to debtors from established credit grantors across the banking, retailer, and service-providing industries.
Culture-wise, we are looking for someone who will contribute to our nimble nature, fast-paced solution engineering mind-set, and continuous exploring of new ideas and concepts. We are a team of self-starters who enjoy pushing the boundaries of what it takes to stay ahead of the game!
ABOUT THE ROLE
Specialised Collections is a multi-disciplined collections unit dedicated to providing credit solutions to high net worth and corporate clients.
The operations manager will be responsible for co-developing strategy, building capacity, and managing the effective implementation of the agreed business strategies for multiple teams in our Johannesburg office.
The manager is required to motivate and develop the teams, taking responsibility for maximising productivity and net recoveries. He / she will also be responsible for the team’s operational and financial success in conjunction with the management team.
KEY RESPONSIBILITIES
Under the management / direction of the National Operational Executive, the Operations Manager: Specialised Collections - Johannesburg will have the following responsibilities (including but not limited to):
- Manage multiple team managers and senior specialist consultants.
- Expand and develop the teams.
- Meet or exceed Internal Collections Key Performance Indicators through effective management of People, Processes, and Technology within operating budget.
- Execute and take ownership of collections strategies and book management.
- Daily analysis, identification, and execution of relevant campaigns to maximise collections as needed.
- Design and execute operational tactics.
- Ensure that resources are adequately trained, developed, and supported.
- Active management of team managers to ensure consistence agent performance management compliance.
- Deploy continuous process improvement to enhance the efficiency and effectiveness of existing resources.
- Ensure the Collections Call Centre is delivering according to operational plans and goals, within the operating budget.
- Ensure Call Centre productivity is optimized through hands-on management of the team and introduction of best practices.
- Administrative processes are implemented to enable smooth running of the department.
- Strategic and best practice thought leadership within the Call Centre to enhance operational competencies.
- Compile and produce relevant reporting and analysis to maximize results.
- Ensure staff are led and managed optimally and Performance Management applied consistently.
- Coach and mentor staff in line with the Nimble Group Values.
- Responsible for maintaining key strategic relationships with the Executives, Senior Managers, and support staff.
REQUIREMENTS:
Experience
- 2-3 years' management experience in the collections management or management in financial services sector.
- 5-7 years’ experience in the collections industry.
Technical / Professional Knowledge
- Proficient in MS Office suite. Specifically, Outlook, Word, Excel and PowerPoint
- Fundamental understanding of legal ownership structures
- Knowledgeable in business writing, -terms, -definitions, -acumen, and -principles
- Proficient in communication strategies
- Advanced knowledge in debtor research and profiling
- A good understanding of the legal collections process.
Skills
- Proven track record in managing collection teams
- Good verbal and written communication skills
- Performance driven
- Ability to build strong working relationships
- Ability to take ownership of responsibilities
- Ability to solve complex problems
This appointment will be made in line with the Nimble Group Employment equity plan