Job Details
- To manage and lead staff to ensure execution of the business unit strategy and objectives, as well as managing the operational environment, stakeholders, and performance within the Rehabilitation Call Centre.
Key Responsibilities
People
- Empower the Rehabilitation Call Centre to resolve conflict situations confidently, professionally and effectively by providing support, constructive feedback, and guidance to Rehabilitation Team Leaders and Rehabilitation Officers.
- Recognise and reward individual and team achievements thorough tracking targets and monitoring rehabilitation calls.
- Manage misconduct and correct poor performance effectively by following appropriate procedures and guidelines and including the correct stakeholders effectively driving a high-performance culture.
- Monitor staff sentiment and morale regularly with conducting regular one-on-one discussions and group sessions and intervene where appropriate to keep staff motivated and positive.
- Recruit, on-board and upskill new hires by staying abreast of the needs and wants of the Call Centre industry, specifically when the Call Centre resources are low or when staff turnover risks are identified.
- Retain staff through job clarity, capability alignment and morale management to mitigate high turnover intention.
- Drive talent development (training etc.) within the call centre with conducting regular skills gap analyses and identify potential successors to ensure sustainable skills within the department.
- Guarantee compliance with all HR & IR processes and procedures (disciplinary procedures, EPM, staff files etc.) by understanding the scope and limitations thoroughly to provide corrective action and eliminate a punitive culture.
- Identify, manage, and appropriately escalate employee wellness related matters by having regular check-ins with Rehabilitation Team Leaders and noteworthy operational observations.
- Set and drive departmental and team targets, aligned with overall Rehabilitation and Recoveries objectives, by engaging the relevant stakeholders and measuring overall performance on a monthly basis.
- Initiate, lead and embed change effectively when required by understanding the need and operational value of the change.
- Maintain excellent working relationships within the business (i.e. Complaints and Resolution, HR, L&D, IT etc.) by interacting professionally and collaboratively to ensure optimal support for Credit Rehabilitation operations.
- Encourage continuous improvement through rewarding the right behaviour and an innovative culture by allowing Rehabilitation Team Leaders and Officers to co-create solutions to enhance Call Centre operations.
- Drive team engagement by updating the Rehabilitation Call Centre on business strategy updates or changes in a timeous manner.
- Coach, empower, motivate, and inspire team members consistently through a visible and hands-on management approach, to optimize overall performance.
Risk, Regulatory, Prudential & Compliance
- Develop, implement and utilise risk measurements, risk management systems, risk processes, and policies effectively within the business unit by understanding the operational framework of the Rehabilitation Call Centre and the opportunities and threats the call centre faces to mitigate risks accordingly.
- Identify operational deficiencies and adverse trends proactively through a hands-on management approach, regular engagements with the Rehabilitation Team Leader and Rehabilitation Officers to gage, monitor and track risks.
- Report all operational risks to the Head, Rehabilitation and Recoveries timeously by detailing risks and possible mitigating solutions in this regard.
- Comply with all Credit Rehabilitation processes and procedures and uphold quality standards by understanding the scope, limitations and keeping abreast of updates or amendments.
Technology & Architecture
- Implement, own, and drive holistic Credit Recoveries and Rehabilitation improvement initiatives as directed by the business.
- Manage and execute operational and performance targets according to Credit Recoveries and Rehabilitation strategy by being vested and realistic in achieving these targets.
- Initiate and drive operational plans through proper delegation and buy-in from Rehabilitation Team Leaders and Officers to ensure continuous improvement and efficiency.
- Provide and communicate accurate, relevant, and timeous information to team members by understanding the business unit strategy and annual operating plan.
Client
- Develop and implement strategies enhancing the customer relationship by being operationally involved and by analysing and understanding customer needs, to ultimately receive a promise to pay.
- Drive initiatives and campaigns in order to rehabilitate clients in arears by means of relating to clients' circumstances and stipulating possible pathways to rehabilitation communicated and executed by Rehabilitation Officers.
Data
- Monitor the quality of Rehabilitation Calls by conducting quality checks and auditing recorded calls protecting the reputation and brand of SBSA.
- Track and monitor queue management activities through regular updates and queries from the Rehabilitation Team Leader driving Rehabilitation targets.
- Obtain continuous improvement insights from performance reports (compiled by Rehabilitation Team Leaders) by analysing call counts, call quality, call effectiveness and rehabilitation from Rehabilitation Officers.
- Provide recommendations based on continuous improvement insights accordingly, and where applicable implement interventions or campaigns to meet departmental targets.
- Track Call Centre attendance properly requesting accurate reporting from Rehabilitation Team Leaders for payroll purposes.
Financial Management
- Manage and maintain the Rehabilitation Call Centre project budgets by requesting accurate data from Rehabilitation Team Leaders and tracking and updating budget information timeously
Qualifications
Qualifications:
- Relevant Business, Commerce, Finance, Accounting qualification
- Postgraduate qualification is advantageous
Experience:
- 5 - 7 years experience in Credit Rehabilitation & Recoveries, specifically Call Centre Management experience
- 5 - years experience in Product Management
- Total 7 years experience in Credit Rehabilitation