Job Details
Risk & Corporate Affairs
Job Purpose
To execute the business unit strategy and objectives through the operating model by managing the operational environment, staff, stakeholders and performance within Credit Recoveries and Rehabilitation.
To appropriately facilitate, cascade and drive business goals to all required levels
To effectively manage all operational and strategic issues (i.e. ergonomics, availability of resources, tools and infrastructure etc.)
To effectively manage budgets and costs
Key Responsibilities/Accountabilities
Excellent, consistent Customer Experience
Regularly monitor customer experience to meet required performance targets
Consistently enhances the customer service /sales experience through:
- On-going coaching
- Motivating and inspiring staff through thought leadership
- Consistent communication of business requirements through regular team interaction
- Change management: Initiate, lead and embed change
- Ensuring all team members are business advocates (promotes image and brand of Standard Bank)
Management of Operational Efficiency
Manages and executes operational and performance targets according to Credit Recoveries and Rehabilitation strategy
Initiates and drives operational plans to ensure continuous improvement and efficacy
Engages team on business strategy updates or changes in a timeous manner
Complete attendance tracking, payroll and reporting administration
Implements, owns and drives holistic Credit Recoveries and Rehabilitation improvement initiatives as directed by the business
Maintains good working relationships within the business (i.e. Complaints and Resolution, HR, L&D etc.)
Manages and maintains the budget
Interacts with other functions/ business units to ensure optimal support for Credit Recoveries and Rehabilitation operations
Analyses structured performance reports and provides recommendations accordingly
Encourages continuous improvement and an innovation culture
Management of Risk and Compliance
Use and/or develop and implement risk measurements, risk management systems , processes and policies within the business
Proactively identify operational deficiencies , adverse trends and manage risk within the area
Appropriately report all operational risk (i.e. boundary events, potential fraud) to Senior Manager/Risk and Compliance/Loss Control/ relevant stakeholders
Understands and dynamically applies appropriate Business Continuity Management (BCM) plans when called for
Management of Quality standards
Ensures all Credit Recoveries and Rehabilitation processes and procedures are compliant with communicated quality standards
Quality Monitoring of recovery calls
Track and monitor business/regulatory compliance
Track and monitor queue management activities
Identifies, distributes, mentors and coaches on best practices to Team Leaders
People management
Creates, develop and manage a high performing team in line with Standard Bank’s values by:
Understanding the business unit strategy and annual operating plan in order to provide and communicate accurate , relevant and timeous information to team members
Advocate for CRR Team: Leads and manages team
Provides support, feedback, and guidance at the point of need to resolve difficult situations
Recognises individual and team achievements
Proactively manage misconduct, below standard performance and poor customer experience through the relevant HR principles and guidelines
Regularly monitor staff sentiment and staff morale and address accordingly
Proactively shares knowledge and experiences
Focuses on team development and constructive performance feedback using coaching approach
Builds an environment and culture that enables the contact centre to meet its goals
Interacts with and provides leadership to contact centre teams
Recruitment, on-boarding, upskilling and retention of teams
Measures attrition levels within the contact centre and creates a retention management and recruitment strategy and plan in liaison with HR
Implement talent development and succession planning
Treat all individuals equally, fairly, with dignity and respect.
Ensure compliance with all HR & IR processes and procedures (disciplinary procedures, EPM, staff files etc.)
Ability to identify, manage and appropriately escalate employee wellness related matters
Sets team & individual targets and measures and manages performance
Identifies and supports training needs
Preferred Qualification and Experience
Matric/NQF Level 4
Advantage: 3 year diploma/degree
Experience
3 year’s experience in managing a team
Advantageous: 5 - 8 years’ experience in Customer Credit / Collections
