Collections Supervisor

• Apr 2022 - Present

Purpose of the job: Achieving quality and productivity targets by leveraging resources and support functions optimally. Key Accountabilities: Compliance with Statutory, regulatory and Management requirements, to protect the reputation of the company and to avoid legal action/sanction in respect of regulatory compliance matters Reporting any breaches and exposures to the Credit Manager Operate within delegated levels of authority (mandates) People Management Coaching, Monitoring, Performance Management. Learning, Skills and Talent Development of staff. Plan and manage culture of team in order to improve innovation and achieve efficiencies Deliverables To design and execute the laid down strategy and Collections processes. E,G Collect arrears and negotiate acceptable payment arrangements and settlements, in line with mandate, for the teams to meet objectives. Carry out collections processes, meeting SLA targets and quality standards, manage escalations and complaints Manage call activity as well as staff scheduling (meal intervals / planned and unplanned leave) Manage Staff to achieve call centre efficiencies and effectiveness Stakeholder Management Effective communication with all stakeholders Identify build and maintain key relationships with relevant stakeholders. Customer Experience Ensure efficient and quality service to customer (QA) MIS / Reporting Provide and interpret relevant MIS information timeously Financial Management Assist with day to day operations and ad hoc projects as required to contributes to overall success of BU deliverables Participation in Projects Manage own development to increase own competencies Managing Daily Operations Monitoring and ensuring closure of daily/weekly and monthly deliverables Managing SLA, Daily Reporting, Agent's leave planning Continuously contribute towards process improvement Developing and executing strategy and Collections processes end to end. Skills and Talent Development of staff Show less

Manager - Customer Service and Admin

• Apr 2021 - Mar 2022

Chat Collections Team Leader – New Projects

• Nov 2020 - Apr 2021

Managing Daily Operations Managing team of upto 15 resources Team mentoring & coaching individual associates who may fall below desired performance Handle 1st level escalations on process issues that cannot be resolved by agents Monitoring and ensuring closure of daily/weekly and monthly deliverables Managing SLA, Daily Reporting, Agent's leave planning Maintain a strong knowledge of products and services for customers that we are servicing Monitor random calls/cases to improve quality, minimizing errors and track operative performance Continuously contribute towards process improvement Developing and executing strategy and Collections processes end to end. Skills and Talent Development of staff Plan and manage culture of team in order to improve innovation and achieve efficiencies People Management Carry out collections processes within mandate, meeting SLA targets and quality standards, manage escalations Managing chat activity as well as staff scheduling (meal intervals / planned and unplanned leave) Manage Staff to achieve contact centre efficiencies and effectiveness Day to day operations and ad hoc projects as required to contributes to overall success of project Stakeholder Management ● Effective communication with all stakeholders ● Identify build and maintain key relationships with relevant stakeholders. Customer Experience ● Ensure efficient and quality service to customer (CEBS and QA) MIS / Reporting ● Provide and interpret relevant MIS information timeously Financial Management ● Cost control (e.g. stationery, staff costs, etc.) Show less

Team Leader

• Mar 2006 - Dec 2019

Job purposeTo manage, coach, support and lead the team towards achieving departmental targets and objectives focusing on minimising the roll rate of potential non-performing loans as per key performance indicators.Achieving goals in accordance with Regulatory Compliance whilst managing risk and reward, risk predictability and stakeholder management with the focus on rehabilitation, customer education and retention. Achieving quality and productivity targets by leveraging resources and support functions optimally. Show less

Account Management Consultant

• Mar 2006 - Apr 2007

Job purposeTelephonic collections focusing on minimising the forward roll rate of potential non-performing loans with the emphasis on customer retention, education, and rehabilitation, through effective and efficient collections skills.Key Accountabilities:● Compliance with Statutory, regulatory (NCA, CPA, PIA, FICA, FAIS) and business requirements (internal group policies), to protect the reputation of the group and to avoid legal action / sanction in respect of regulatory compliance matters.● Telephonic Collections on delinquent account, negotiate and obtain a PTP for the required amount due. ● Educating and offering best solution to the customer aligned to collections strategy and customer needs. ● Refer customer requests/queries to the relevant department for actioning.● Confirm / Update customer records (i.e. contact details, payment/banking details, diary notes)● Provide efficient and quality service to customer in line with customer 1st methodology. ● Comply with product specific policies and procedures.● Ensuring adherence to workforce management fundamentals Show less