Woolworths Online Application – Collections Manager

Job Description:

Effective management of Team Leaders to drive execution of key Risk Operations Collections strategies through a team of Collections agents. The execution will be across both Outbound and Inbound channels.

Also give input to the development of future collection strategies, policies and procedures and understand industry trends to influence strategic approach.

Job Responsibilities:

• Ensure compliance with Risk Operations operating plans and highlight operational risks and controls. Proactively take remediation action where necessary
• Ensure effective execution of approved collection strategies, policies and procedures. Manage collections activities according to agreed performance measures, including operating plans and expense budgets
• Achieve EE staffing targets in line with WFS EE strategy.
• Ensure that a detailed annual review of existing collection strategies is conducted in conjunction with key stakeholders and make recommendations for improvement where necessary
• Effectively manage stakeholders within the business that directly impact the Performance of the business unit and ensure that the necessary operational controls are in place.
• Manage staff members according to HR Best Practice and Policies
• Resolve interdepartmental issues seamlessly
• Develop and implement operating plans in line with internal collection strategies, policies and procedures, legal and legislative norms and standards
• Manage day-to-day collection expenses (OPEX) in line with budget requirements and commission structure.
• Set the day-to-day targets for the department and ensure the achievement of collection targets.
• Set performance standards (Key Performance Areas, Key Performance Indicators)
• Ensure performance measurement s carried out correctly and regularly
• Ensure skill and knowledge gaps are identified
• Ensure training and development plans exist and are followed
• Develop career paths
• Motivating and leading the team

Job Requirements:

• Customer treatment knowledge
• Governance and Compliance
• 3-5 years supervisory experience in a collections or call centre environment
• Contact Centre / Call Centre
• Degree / diploma in credit management or equivalent relevant experience
• 1-3 years Call Centre Managerial experience (advantageous)
• Fluency in Microsoft office suite
• Financial Services Industry Knowledge
• Customer Satisfaction
• Product Knowledge (WFS Specific)
• WFS Market Knowledge

Job Details:

Company: Woolworths

Vacancy Type:  Full Time

Job Location: Stellenbosch, SA

Application Deadline: N/A

Apply Here

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