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Collections Team Manager

Reporting to: Operations Manager: Collections

Job Purpose: As a Team Manager, you will play a pivotal role in managing collections, productivity, and administrative performance against set targets. Reporting to the Operations Manager, you will act as a beacon of leadership, driving our team's success and fostering a positive working environment.

Key Performance Areas

Under the management / direction of the Operations Manager, the Team Manager will have the following responsibilities (including but not limited to):

1. People Management: The practice of recruiting, training, engaging, motivating, coaching, and directing employees to optimize their talents to maximise workplace productivity and promote professional growth.

• Empowering your team members

• Handling interpersonal conflict

• Building trust

• Leading employee training

• Managing deadlines and KPA expectations

• Building company culture

2. Productivity Management: The practice required for managing your team’s inputs against expected targets like:

• Attendance and time keeping

• Calls answered.

• Promises to Pay

• Debit orders.

• Settlement payments

• Quality of the PTP

• Call quality and service rendered to customers.

3. Quality and Compliance Management

• Demonstrates an accurate understanding of the debt collection process.

• Demonstrates an accurate understanding, and adherence, to ensuring that quality conversations are had customers.

• Practice sound data ethics.

• Demonstrates an accurate understanding, and adherence to 1st Call Resolution

• Demonstrates an accurate understanding, and adherence to the principals of Treating Customers Fairly

Education & Experience

• Higher Certificate or Diploma in Management and leadership is advantageous.

• A minimum of 5 years’ experience as a Customer Care Consultant, within the Debt Collections industry with proven evidence of past performance.

Skills /Attributes

• Strong leadership

• Integrity

• Strong moral behaviour

• Ethical

• Ability to manage change within your team

• Agility and adaptability

• Action and resolution oriented

• Innovation and creativity

• Clear Effective Communicator

• Strong Emotional Intelligence/Quotient

• Planning and Organisation skills

• Active listener and Problem-Solving ability

• Critical thinker and ability to make decisions.

• Technical Skills:

o MS Office

o Intermediate to Advance proficiency in Excel

o Strong Presentation skill

Remunerations Structure

• Basic salary Commission

• Benefits at the full cost to the Employer.

o Funeral Cover (at the full cost of the employer)

o Life Cover (at the full cost of the Employer)

o Disability Cover (at the full cost of the Employer)

o Medical Cover (at the full cost of the employer, after successful completion of the probation period)

• Subsidized School fees towards your child schooling at Nimble Peak Child EduCare (ages: 3 months – 5 years)

Working Hours

• You will be required to work a maximum of 45 hours per week.

o Monday – Friday: You will be required to work a maximum of 9 hours per day (in the week that you do not work a Saturday) and a maximum of 8 hours per day (in the week that you are working a Saturday) shifted between the times of 07:00 and 20:30 as agreed by management.

o Saturday: You will be required to work a maximum of 6 hours per day on a maximum of 2 Saturdays per month shifted between the times of 08:00 and 14:00 as agreed by management.

NB:

Incomplete and late applications will not be considered.

This appointment will be made in line with the Nimble Group Employment Equity plan.