Collections Support Practitioner

Job description

PURPOSE OF JOB:

To manage a team of counsellors who rehabilitate delinquent customer accounts, through the use of collections techniques and resources, to regular paying habits. Thereby facilitating bad debt recovery, handovers and profit margin. Ensuring that the teams SLA's and Performance Targets are achieved monthly. Track teams performance daily and coach and guide to ensure performance standards are maintained. Apply knowledge of collections processes and related systems to assist in identifying, assessing and resolving issues/problems. Assess and resolve non-standard and standard issues or problems.

MAIN ACTIVITIES / TASKS:

• Monitor current customer service levels and identify opportunities for improving customer service delivery by observing on the job performance of direct reports
• Conduct regular work quality audits within the area of responsibility to ensure compliance with company policies and procedures
• Monitor teams on an ongoing basis ensuring compliance with overall departmental objectives
• Continually monitor and analyse team results with the view of improving the set standards, by focusing on the delivery of personal best at all times.
• Analyse data/processes and ensure that data is represented as meaningful information to assist in identifying trends, opportunities, problem areas and information gaps
• Analyse and evaluate areas of under-performance and initiate appropriate actions
• Communicate complex information effectively to create team understanding and openness
• The ability to maintain high levels of individual and team performance and continually improve team performance and ensure that targets are achieved.
• Monitor, manage and drive team performance to achieve hourly, daily, weekly, monthly business performance targets and client SLA's
• The ability to effectively achieve functional results and proactively plan and organise effectively and timeously to achieve results
• Identify and place problems into context, manage resolution of problems and anticipate and prevent re-occurrence of problems
• Identify steps to enhance functional process and implement control systems to ensure process is optimized
• Increase employee commitment and capability through active listening and response to employee needs
• Ensure an open, motivated and harmonious work environment in line with Accentures values.
• Manage the performance of self and all direct reports, ensuring that regular feedback is given/received and coaching and mentoring on performance is given/received to enable continuous improvement
• Be actively involved in your own career growth and development plans and ensure development plans are created for all direct reports and that the Priorities set by yourself and direct reports are monitored and achieved thereby driving the successful facilitation of Performance Achievement
• Create a high performing team by identifying and optimising the diverse skills of your team members and actively promote team work by effectively leveraging the capabilities of the team.
• Ensure the ongoing development of people within the team by providing ongoing coaching based on performance expectations and individual/team capability.
• Follow established policies, procedures and methods and ensure that team members apply the same and where noncompliance occurs take appropriate action on the relevant misconduct issues.
• May serve as technical and functional resource or super users to other team members
• Participate in process improvement initiatives or special projects as assigned
• Become a subject matter expert for complex processes
• Apply knowledge on processes and related systems
• Analyse, interpret and evaluate information gathered and initiate appropriate actions to rectify discrepancies if necessary
• Analyse and evaluate trends and update information to adjust work processes in accordance with changing trends
• Ensure in-depth knowledge of key financial measures, system procedures and information sources of the Client
• Ensure compliance and adherence to credit policies and procedures to reduce bad debt handover
• Ensure that rand value and Promise To Pay (PTP) targets are achieved in order to facilitate in achieving profit margins
• We would require that you will proactively take steps to build the skills/capabilities of yourself and others, in our growth areas (e.g. analytics & automation, cloud, security and business advisory, etc.) Steps may include things such as: training, certification, joining or leading a community practice, gaining hands on experience etc.) We expect that you are encouraging / sponsoring new ideas and collaboration across the teams.
• We would require that you will embrace and foster a culture that promotes diversity, "Being Yourself", Stewardship, and making an impact in your community and environment. We expect you to contribute to and / or drive team performance and engagement through ongoing meaningful conversations.
• We would require that you are recognized as having made an impact with our internal/external clients and are starting to build an area of expertise.

Desired profile

Qualifications :

COMPETENCES AND EXPERIENCE:

• Attention to Detail
• Problem Solving
• People Management
• Collections Experience
• Coaching and Developing Others
• Effective Communication and Influence
• Performance Focused
• Team Leadership
• Operational Excellence
• Analytical & Critical Thinking

EDUCATION:

• Matric