Debt Review Collections Manager - Group at HomeChoice Holdings Limited

Job description

The ideal candidate for this role will be responsible to effectively engage, manage and work with the team to directly improve the activities and results of the Group's Debt Review portfolio through the deployment of innovative Debt Counselor and PDA engagement strategies

Key Performance Areas

Operational management

• Set operational performance targets which are capable of contributing to and ensuring that the overall targets of Group (Home/Fin and FoneChoice) Debt Review are met
• Translate the Group's Debt Review strategic balanced scorecard into an operational framework for the Group's Debt Review (short, medium and long-term objectives)
• Deployment of innovative Debt Counsellor and PDA engagement strategies to optimise Debt Review application, maintenance and termination
• Deployment of innovative Debt Counsellor negotiation strategies to optimise repayment and return outcomes for the Group's debtors
• Manage an effective reporting framework to measure and monitor operational performance and achieve contracted operational business targets
• Responsible for the operational execution of agreed Group's Debt Review strategy
• Tactical responsibility for the daily running and management of the Group's Debt Review platform through the effective use of resources
• Manage workforce outcomes and influence campaign management outcomes to meet operational efficiency objectives
• Responsible for meeting the Group's Debt Review team application and termination timeframes as well as the maintenance of required portfolio yield and activation results
• Management of the cradle to grave Debt Review process within the confines of the National Credit Act
• Manage and ensure implementation of the Group's collections and debt recovery policy, procedural and regulatory framework
• Ensure attainment of set performance objectives against required Group's Debt Review team performance standards and obtain superior performance outcomes
• Responsible for the Group's Policy Group Collections management assurance to ensure appropriate control environment across all operational disciplines
• Responsible for the day to day management of own area including costs to execute the business
• Implement and monitor a performance management measurement system for all accountable personnel
• When required, initiate disciplinary processes for team members
• Ongoing review of underlying operational processes and improvement where required
• Ensure a quality process that prevents reputation risk to the Group's Debt Review
• Ensure Group Compliance performance objectives are met
• Handle the most complex customer complaints and/or enquiries including reckless lending enquiries or allegations

Integration management

• Actively interact with internal colleagues to identify service dependency requirements and to find ways of enhancing service delivery to the area under jurisdiction
• Manage change while maintaining operational effectiveness
• Deal efficiently and accurately with all system queries and complaints and ensure they are timeously resolved
• Report all system problems to relevant Helpdesks and ensure they are resolved

Capacity building

Take the initiative to identify and manage non-conformance to core procedures and non-performance against clearly defined objectives
Set and manage short term improvement targets across a balanced scorecard of items for the Group's Debt review area
Facilitate workforce management by understanding the impact of specific campaigns on operational capacity

People management

• Develop a high performing Group's Debt Review team by recruiting and promoting the best people in line with the business needs, supporting the enhancement and development of people
• Review the performance of the Group's Debt Review Agents in conjunction with shift Team Leaders, identifying training needs and planning training sessions
• Address poor performance of both the Group's Team Leaders and Agents
• Frequent performance reviews of the Group's Debt Review Team Leaders as per contracted Balanced Scorecard
• Organise staffing, including shift patterns and the number of staff required to meet capacity demands
• Coach, motivate and retain staff and coordinate bonus, reward and incentive schemes
• Ensure all people policies and procedures are adhered to
• Be an active and accountable member of the Group's collections leadership

Innovation management

• Continuously research and collect information about best practices and to test same against current tactical processes in the Group's Debt Review

Diversity management

• Leverage differences in race, gender, backgrounds and skills to optimally serve the business and address current disparities in respect of diversity
• Promote equal opportunities and create a culture that embraces diversity

Risk management

• Identify, quantify and manage inherent risks in the Group's Debt Review process

Analysis and reporting

• Analyse information and optimally translate this into the improvement of the Group's Debt Review tactical processes and performance outcomes
• Maintain and analyse recording statistics, user rates and the performance levels of the Group's Debt Review team and prepare appropriate reports
• Forecast and analyse data against target thresholds on a daily, weekly and monthly basis
• Compile ad hoc reports as and when required

Requirements

Qualifications & Accreditations

• Grade 12 (Matric)
• Relevant credit degree and / or diploma will be an added advantage

Experience & Skills

• Minimum of 5 years' experience in Debt Review overseeing either secured or unsecured exposure, 2 years' of which should have been in a management position
• A superior working knowledge of the National Credit Act in so far as it pertains to the Debt Review process, as well as a deep understanding of credit provider rights and obligations in terms of the application, acceptance or rejection process
• Good commercial understanding/awareness of best practice unsecured collections and recovery as well as the ability to influence repayment compromises (capital + interest) and optimise portfolio yields
• Strong capability to establish, oversee and govern various processes supporting the Group's debt review environment including application and termination workflows and PDA payment distributions
• Good tactical insight into best practice Debt Review frameworks
• Good negotiating skills to leverage best possible payment arrangements for the Group's Debt Counsellor engagements
• Good understanding of productivity and capacity management outcomes to support a Debt Review collections environment
• The ability to tactically link Risk collection and recovery strategies into an operational Debt Review execution framework
• A good working knowledge of and compliance to the National Credit Act (No 34 of 2005) and the Debt Collectors Act (No 114 of 1998)
• A good understanding of linking strategy to mitigating debt review propensities to roll to write-off.
• Specialist Knowledge and Skills in terms of unsecured Collections & Recovery

Attributes & Behaviours

• Ethical and professional self-starter with strong adherence to reputation risk standards
• Strong leadership capability in the context of managing a large, diverse team
• Good commercial awareness in terms of optimizing cost of delivery and collection yields
• Good tactical planning and organizing skills with superior time management capability
• Ability to constructively manage conflict and disputes
• Hands-on and proactive with strong analytical skills and a disciplined completer
• Strong negotiator who takes calculated risks on the basis of adequate information and analysis
• Good operational problem-solver with the ability to stand by own decisions and take responsibility for them
• Have the ability to work autonomously as well as within a team
• Excellent verbal/written communication, presentation and motivational skills
• Ability to absorb pressure and manage stress effectively
• Acts on own initiative without being prompted and execute promptly and accurately at the same time
• Result-orientated and deadline driven with great attention to detail
• Able to manage change while maintaining operational effectiveness
• Can do" attitude with passion for unsecured collections & recovery, innovation and technology
• Adaptable with high energy levels to facilitate required value proposition