Main accountabilities and approximate time split
Business Management– 30%
Manage a retail product/s segment/s as agreed with the campaign manager
Oversee distribution of workflow on collections accounts to team members to ensure an equitable and fair allocation and manage any anomalies that may arise when need arises
Drive and ensure completion of appropriate and timely collection actions by team in line with broad policy guidelines, collections strategy, process, and regulatory requirements to prevent further aging of the credit facilities and prevent deterioration of portfolio
Review collection /recoveries escalations by team members to advice on alternative collection steps
Follow up on collections/recoveries exceptions that require further review by the campaign manager and collections & recoveries leadership for alternative debt management considerations
Ensuring accurate reporting on team's projections on performance and actual team collection activity and productivity while addressing any issues arising
Oversee distribution of workflow on collections accounts to team members to ensure an equitable and fair allocation and manage any anomalies that may arise when need arises.
Drive and deliver excellent performance against agreed stated stretching targets while leading a team
Be a contact point for customer escalations on collection related matters affecting the team
Customer Obsession – 20%
Support team with correspondences to customer to ensure that the team's collection portfolio operates well and that subsequent action to be taken on the account, if required, are not unduly delayed
Always embed World class customer service and standards
Be the first point of contact/escalation/resolution of customer issues affecting the team.
Analyze customer issues, queries, complaints to determine root cause and deliver tactical and strategic improvements to team portfolio
Ensure all queries and complaints received by self and the team are logged on BOC and consequently resolved and closed
People and Teamwork – 30%
Provide regular performance related coaching and feedback ensuring a highly motivated and energized team with the capacity of achieving optimal performance levels
Monitor team members' participation via real-time call monitoring to ensure the training they are being provided is being put into use, and to see if any additional training is needed
Work with minimum supervision and ensure, that the line reports are kept fully always informed on all matters to be addressed within the team
Build effective relationships with branch network and key support functions that will improve overall collections performance
Constantly seek to improve ways of working by challenging the status quo and supporting an empowering climate within the team, sharing knowledge, experience, and best practice with a view of improving performance
Embed performance management and personal development objectives for direct reports by developing and agreeing on individual performance objectives and measures
Pursue self-development to increase personal effectiveness, acknowledging strengths and areas for development
Participate in local events to support local needs, develop individual and team skills and raise the Absa bank profile in the local community
Ensure leave plan for the team is in place and adhered to
Controls – 20%
Ensure that the team delivers on collection control requirements in a robust and rigorous control environment
Adherence to banking policies and procedures
Ensure operational standards are maintained by team with achievement of high quality, manageable cost and high service level standards
Review collections systems to ensure that they are adequately updated by team members with appropriate collection actions and taking necessary actions where this is not adhered to
Undertake timely review and actioning of collections daily, weekly and monthly reports on the team's portfolio of credit facilities and take appropriate actions in line with policy guidelines.
Identify risks in the collection's environment and drive for effective measures to mitigate the risks
Technical Competencies
Meeting Customer Needs
Business Awareness
Communication (Both Verbal and written)
Forward Planning and organization
Analysis and Judgment
Quality Conscious
Adaptability to change
Decision Making
Problem Solving
Strong PC skills
Negotiation and influencing skills
Debt collection & Recovery skills
Management skills
Team leadership
Credit management Skills
Operational excellence
Risk management techniques
Performance management
Knowledge, Experience & Expertise.
University degree or equivalent professional qualification
High degree of interpersonal skills when dealing with a range of people and situations.
A good understanding of Absa Retail Group Credit Policies, collection & recoveries Policy and collection& recoveries strategy
Good knowledge of the general canons of good lending and credit risk assessment
Basic knowledge of the bank's customer service standards
Understanding of the retail customer proposition and services
Understanding of banking and debt management systems
Good computer skills and ability to learn new software/applications quickly
Knowledge of the Bank's bookkeeping procedures and systems
Understanding of the local competitor market
Experience in operations management
Customer service experience
Relationship management experience
Basic Risk Management techniques