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