Team Leader Inbound/Outbound Collections (EB) at Absa Group Limited (Absa)

Job Summary

• To lead and manage a team of collectors and their responsibilities on an ongoing basis so as to ensure that the job objectives and development requirements within the team are met. The role holder will be accountable for driving set targets and monitoring the use of correct Collections tactics.

Job Description

KEY RESPONSIBILITIES:

• Coach and mentor team members on a daily basis on how to improve their own productivity and use of the bank’s processes and systems.
• Manage the performance of the team by implementing appropriate actions as required by the Group’s Performance Development process
• Analyze and determine team member development needs. Based on training plans agreed with the line manager of the area, monitor team members to ensure that planned training is undertaken.
• Establish and maintain a succession plan and developmental plan for the team to ensure coverage for all key roles and key man dependencies.
• Together with the line manager for the area, interview candidates to join the team and provide input into the recruitment decision. The line manager for the area is the final decision-maker on who joins the team.
• Together with the line manager for the area, create effective workforce and recruitment demand plans to ensure current and future business requirements are met. Make recommendations on how resources could be reallocated in case of excessive workload.
• Review and update the team’s role profiles on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member. Explain any updates to team members.
• Manage day-to-day capacity, leave, attendance and overtime ensuring that leave plans are in place, minimum overtime and all requests are pre-approved
• Monitor overtime and ensure that it is kept to a minimum. Ensure that all overtime is pre-approved.
• Manage and maintain organization structures at least once a month by using Workday
• Engage with employees on a frequent basis, at least once a month where possible, and ensure, where required to obtain, support from Employee Wellness to assist the employee and the manager.
• Responsible for socializing new employees into the ways of working of the business area and the smaller team.
• Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
• Train or instruct employees in job duties or company policies and house rules

MINIMUM REQUIREMENTS:

• Diploma in Business Management (NQF level 6) or studying towards an equivalent qualification at NQF level 6.
• At least 5 years appropriate experience in a Retail Collections Environment
• 1 - 2 years’ experience in a junior management role including Second In Charge and Acting capacity
• Experience in Collections Contact Centre
• Relevant experience in a Credit Environment
• No criminal record

COMPETENCIES:

• Leading and supervising
• Delivering results and meeting customer expectations
• Working with people
• Deciding and initiating action
• Coping with pressure and setbacks
• Analyzing
• Applying expertise and technology
• Planning and Organizing

Education

• Higher Diplomas: Business, Commerce and Management Studies (Required)