Operations Executive - Debt Collections/Recoveries

SUMMARY:
To lead and develop a working relationship with clients, taking responsibility for the development of strategic action plans.

POSITION INFO:

Creating growth through better recoveries, regular accurate reporting and ad hoc interactions optimizing recovery profits. Ensure compliance of legal/contractual obligations (SLA’s), system integration effectiveness, and
operational system configuration with the goal to maximise goal to be the #1.

Portfolio management

Coordinate resources to ensure profitable success through improved revenue

Collections performance against the overall target

Maintain and improve recoveries; identifying and resolving problems; preparing/monitoring action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs

Prepare call centre performance reports by collecting, analysing, and summarizing data and trends

Maintain professional and technical knowledge by tracking emerging trends in call centre operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

Growth of new business

Finding opportunities to grow the business within every engagement – generating leads and prospects

Excel in service delivery adding to goal of business growth

Risk mitigation

Implements risk management initiatives

Invests in succession planning

People management

Accomplish call centre human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling and disciplining employees; administering scheduling system; communicating job expectations; planning, monitoring ,appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

Drive the operational Productivity/Quality control/Performance management

Service excellence

Effective management of internal and external relationships

Develop and maintain positive working relationship with co-workers and external stakeholders

REQUIREMENTS:

BA / BComm in Business Management preferred

Minimum 7 years working experience in a senior management role in recoveries (Banking, Retail or External Debt Collector)

Management reporting experience

Client Liaison experience is preferred

Vendor management experience

Exposure to handling of challenging operational issues in a collections environment

Experience in managing teams in excess of 100 staff

Experience in strategy design and execution

Dialler experience advantageous

High level computer literacy & efficiency

HR / IR experience

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