Reporting to: Rest Of Africa: Operations Executive / Chief Operations Officer

Job Purpose: To lead, and develop the relationship with clients, taking responsibility for the development of Strategic Action plans. Creating growth with clients through better recoveries, regular accurate reporting, monthly face-to-face meetings, and Ad Hoc interactions optimizing Collections profit, ensuring compliance to legal and contractual obligations (SLA’s), System integration effectiveness with the goal to maximise Profit and being Client #1 Vendor. Responsible for the day-to-day upkeep and running of the office and office facilities. Ensure the system telephony and internet connection is stable and running at all times.

Location: Gaborone, Botswana


KEY PERFORMANCE AREAS:
Under the management / direction of the Rest Of Africa: Operations Executive / Chief Operations Officer, the 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; ensuring that collections strategies are effective and executed accurately
  • 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
  • j. Ensure we timeously receive new handover files from clients per month/as received
  • k. Ensure that there is a regular, scheduled transfer of payment data from clients and this data is loaded onto Excalibur.
  • l. Prepare base data for invoicing
  • m. Reconcile payment data with the client against monthly invoices sent
  • n. Be the local contact point for clients should they have any queries

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
  • e. Profitable Business Development
  • f. Manage third party supplier agreements
  • g. Growth of staff

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
  • g. Support claims and outsource processes on bought books

4) Risk Mitigation (client and employee)

  • a. Identifies areas of risk through consultant quality analysis in area
  • b. Invests in succession planning

5) People Management

  • a. Accomplish call centre human resource objectively 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.
  • b. Manage and support staff in line with Policies and Procedures, including supervision, absence management, disciplinary and grievance issues
  • c. Promote and support effective team working through good communication and regular team meetings
  • d. Identify individual and team learning and development needs and plan to meet these in conjunction with learning and development staff.
  • e. Effectively identify and contribute to learning and development activities
  • f. Drive the operational Productivity/Quality control/Performance management
  • g. Team motivation

6) Service Excellence

  • a. Effective management of internal and external relationships: develop and maintain positive working relationship with co-workers and external stakeholders
  • b. Contribute to team success: Display ownership of role: Manages responsibilities with initiative, common sense and time management and takes responsibility for actions
  • c. Delivers on deadline an ensure accuracy of information
  • d. Adheres to company policies and procedures
  • e. Goes the extra mile


REQUIREMENTS:
• BA / BComm in Business Management preferred
• Minimum 5 years working experience in a senior management role
• Management reporting experience
• Client Liaison experience essential
• Vendor management experience
• Experience in the Credit & Collections industry
• Exposure to handling of challenging operational issues in a collections environment
• Experience in managing teams in excess of 80 staff
• Experience in strategy design and execution
• Dialler experience advantageous
• High level computer literacy & efficiency
• HR / IR experience

SKILLS:
• Strong business writing skills
• Strong verbal communication skills
• 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
• Motivational skills