Job Summary
To guide the team that executes collections activities centrally for ABM (Country) and also guide the DCA (Debt Collections Agency) which work is outsources to. Must be able to do site visits regularly. Must be able to visit all DCA’s when required. Must hold daily, weekly, monthly, and quarterly meetings with staff, internal and external stakeholders
Job Description
People Management:
- Ensure that operational targets including prioritization of work schedules are achieved;
- Identify the need for additional resources including people, budget, and equipment;
- Ensure that the business unit’s strategy is followed through to the team members;
- Assist with the monitoring and achievement of performance objectives in the department;
- Ensure compliance to policies, legislation and regulations and that staff compliance training and attestations are in place;
- Lead a team of collection officers to ensure effective management collections and recoveries;
- Encourage frequent knowledge sharing between team members;
- Assist the manager with the establishment of a succession plan for the team;
- Create leave plans to ensure adequate coverage;
- Monitor overtime and ensure that is kept to a minimum;
- Assist the manager to address poor performance of any team member through the formal Performance accelerator programme;
Operations Management:
- Conduct basic statistical analysis to track performance variances and determine the root causes of errors;
- Implement productivity improvement measures by coaching collection officers /agents on new processes or in their area of improvement;
- Monitor Debt Collection Agent (DCA) Performance
- Monitor of internal and external Service Level Agreements with support areas;
- Ensure that customer complaints processes are timeously and appropriately actioned by officers / agents accordingly within SLA agreement;
- Assist Officers / agents with complicated queries;
- Ensure that the collection officers update the appropriate system after the negotiation with the client has been finalized to indicate the agreement reached with the client in terms of the collection option that will be implemented;
- Ensure the daily, weekly and monthly allocation of delinquent accounts to collection officers and DCAs, and their management within the appropriate systems, e;g;: DMO Pro, PWO Tool, Credit Flow;
- Review the dialer strategies and recommend changes to the Collections and Recoveries Manager
- Assist with the implementation, monitor and tracking the proposed strategy;
- Ensure the Collections business rules are aligned to the Absa policies and procedures e;g; Dress code, Telephone Abuse Policy
- Assist the manager to ensure that the Code of Good Practice targets are met;
- Ensure satisfactory service delivery;
Business Management:
- Ensure that processes, control requirements and risk management frameworks that have been designed for the area are understood by all members of the team;
- Work with the manager to understand what actions are required to close out audit findings; Implement required actions;
- Ensure that all information required by the auditors is provided timeously;
- Log all risk and loss events as a result of error or fraud highlighted in the department; Ensure that the issue are thoroughly investigated and closed or escalated as per policy;
- Ensure that the required training is completed within prescribed timelines;
- Ensure that the team understands all compliance requirements and highlight gaps to the manager;
- Arrange for team members to participate in ABM tests at the required intervals and document test results;
- Working with the manager to develop Detailed Risk and Control Assessments for the function and updated at the required intervals (normally quarterly);
- Assist the manager to ensure that team members understand the control requirements related to physical and systems access control and information security requirements;
- Proactive and constant engagement with the business areas as a way of improving contractability and maximizing recoveries
- Knowledge of and participation in risk appetite issues (impairments);
Governance and Control:
- Monitor ABSA TAT on complaints;
- Assist the manager with the contracted risks in terms of Absa Operations Risk Management Framework;
- Working with the manager to ensure that adequate controls are in place;
- Assisting the manager with the action plans to effectively reduce and manage risk issues related to Absa Internal Audit findings;
Customer Service:
- Assist the manager with the financial performance of the team members in terms of targets that are set;
- Recommend write offs timeously to your manager which will positively influence the reduction of the book exposure;
- Ensuring that offers to purchase and full and final settlements are received and actioned timeously by the collector and forwarded to the manager for approval;
Education
Higher Diplomas: Business, Commerce and Management Studies (Required)
HOW TO APPLY
To apply, please access the following link:
