Job for Debt Review Team Leader South Africa Jan 2024

Job for Debt Review Team Leader South Africa Jan 2024

Debt Review Team Leader Vacancy in Cape Town, Southern Suburbs 2024

 

Remuneration: Market related
Location: Cape Town, Southern Suburbs
Job level: Mid
Type: Permanent
Reference: #FIC219_202401061507

 

Job description

Key performance areas
Revenue and efficiency

  • Responsible for ensuring that the debt review area is delivering according to the business plan and targets within budget
  • Introduce and maintain productivity measurements within the debt review area to measure and report on performance
  • Ensure that the team and the agents’ key performance targets are met in line with business requirements
  • Ensure that the debt review area runs in accordance with relevant legislation
  • Ensure team and agents’ quality standards are met and that a high standard of quality is achieved and maintained
  • Set and maintain production standards and targets in line with departmental requirements
  • Meet team efficiency targets as per KPA requirements for department

People management

  • Identify training needs and ensure adequate training and on-going coaching and development of staff takes place
  • Foster an environment that encourages and rewards innovation and challenges current methodologies with a view to improving operational efficiencies across the business
  • Keep informed regarding pending changes in the debt recovery industry, legislation, trends, and best practices and assess the potential impact of these changes on organisational processes
  • Manage, track and improve team’s absenteeism in line with required targets and company processes ensuring that consistency is applied
  • Manage staff attrition levels and promote staff engagement by ensuring adequate measures are in place to improve culture in the department
  • Conduct regular performance reviews in line with department and Company policies and procedures
  • Identify and manage behaviour in line with prescribed legislation and Company policies and procedures
  • Assist in the recruitment process by conducting interviews with short-listed candidates

Customer service

  • Attend to all escalated matters from agents or customers, ensuring customer satisfaction is maintained
  • Promote excellent customer service orientation within team of agents and across the wider business
  • Improve customer experience and service delivery statistics

Motivation

  • Initiate and participate in motivational team and departmental activities
  • Ensure all motivational activities are planned and implemented in line with the motivational plan to ensure buy-in from agents
  • Complete motivational tasks within the required timeframes

Quality control

  • Monitor calls and provide relevant feedback for improvement
  • Conduct regular coaching in order to improve quality of service delivery
  • Take appropriate action when quality standards are not met or upheld

Administration and reporting

  • Capture required data in order to ensure all systems are up-to-date and accurate
  • Provide daily, weekly and monthly reports in line with departmental requirements
  • Prepare monthly and quarterly presentations to the management team, providing operational feedback and reporting
  • Ensure all documents are completed, signed and approved within the required timeframes

Projects/other

  • Participate in any projects as per the individual agreed KPA document for operational area
  • Represent the company at disciplinary enquiries and act as witness at CCMA when required
  • Process all reckless lending disputes, gather information and make recommendations to management

 

Requirements

Qualifications and accreditations

  • Grade 12/matric or equivalent
  • Qualification or training in debt review policy and procedures is essential
  • Qualification or training certificate in NCA and NCR is advantageous
  • Qualification or training certificate in supervisory principles is advantageous

Experience and skills

  • Two to three years of experience in a legal collections environment
  • One to two years of experience in a supervisor/management role in debt review
  • Quality management, labour relations and performance management exposure is recommended
  • Computer literate

Attributes and behaviours

  • Energetic with a positive attitude
  • Strong motivational and leadership abilities
  • Ability to work independently as well as within a team
  • Excellent communication skills
  • Excellent planning and organisational skills
  • Good analytical ability and attention to detail
  • Resilient and change orientated