Call Centre : Head Of Delivery - Collections

Job Overview:
The Head of Delivery will be responsible for developing and implementing collections strategies and identify new and improved debt collection strategies and opportunities. They will support the overall effective operational delivery, to meet the internal and client led demands by demonstrating strong leadership, operational and management capability.

Job Responsibilities:
People Management
Managing Performance and achievement of team leader KPIs
Articulate with clarity to the Team leaders, the business expectations and support them with the creation and execution of their operational plan.
Prepared daily Huddle are held.
Leave/ Absence Management ensuring the required resourcing is available as per SLA
Disciplinary & HR related Matters are attended to as they arise in line with the company policy and protocols.
Create and drive team motivation.
Reward & Recognition is part of the operational rigor.
Incentive programmes are aspirational, structured and well
communicated as to align to the operational delivery required.
Encourage a cross functional collaborative way of work.
Drive a high-performance environment, ensuring the client objectives are achieved consistently.
HW policies, procedures and protocols are being communicated and demonstrated within the operational environment.
Foster the HW culture which must be visible and aligned to a people centric approach.
Recognize potential challenges that would hinder/ disrupt team performance or morale and speedily address either independently or in partnership with other stakeholders.

Team/Leader Development
Coaching/ mentoring is structured and ongoing
New leader plan is constructed to support the transition of the newly appointed leader.
Take the lead on bi-monthly call review sessions with the team leaders/ advisors, with documented actions and outcomes following the session
Conduct monthly 1-1s with the team leaders, reviewing overall team performance and personal development. Identify skills/ knowledge gaps and address or collaborate with the relevant department to assist.
Embed industry best practices into the operational environment and continuously seek ways to elevate the level of service delivery.
Ongoing knowledge sharing based on day of day incidents, findings, or feedback (internal / external)
Host regular think tank/ focus session with the team (sharing of information, brainstorm ideas for improvement, address problems / challenging situations)
Team professional Development (CPD, succession, career pathing, etc.)
Address poor work performance through a structured development plan, partnering with HR to ensure sufficient support is provided for improvement
Identify and nurture top talent within the team.
Create a repository of useful resources / reference material to support coaching or skills-based session.
Create ongoing learning opportunities, both formal an informal so colleagues are kept up to date

Operational Management (BAU)
Define operational objectives.
Agree and deliver key operational metrics
Prepare and plan to deliver against the agreed business targets.
Monitoring performance and adapting activities accordingly.
Execute on financial objectives by translating into operational activities.
Track performance against forecast and makes operational adjustments in month.
Departmental wide communication of relevant information is circulated/communicated.
Define reporting requirements to optimism the performance.
Record keeping of key information in respect of with business requirements.
Instate quality control mechanism ensuring the necessary actions are consistency applied.
Manage all legislative requirements, taking the appropriate action if required
Process Oversight and monitoring
Monitoring of department expenses
Procurement and supplier oversight
Based on management information and insights, suggest areas for review to maintain continuous improvement within the environment
Areas of concern are timeously raised and addressed to avoid disruption and loss of revenue
Promoting good news stories, innovation, successes and learnings within the department and wider organization
Project Implementation
Taking the lead from the project manager, execute/support on actions for department specific projects.
Provide insight into the project plan.
Improve, influence and secure support for value-add initiatives.
Connect and collaborate with others in the project team to ensure successful outcome.
Keep stakeholders well informed with ongoing communication on progress/ setbacks.
Maintain records of actions and milestone /achievements for your assigned actions

Support the building of a great Client Relationship
Support the Client Director with maintaining good client interactions
Work collaboratively with clients through WBR, MBR and QBR.
Manage internal delivery on client requirements.
Escalate risk/issues within Huntwood immediately to mitigate concerns/problems.
Prepare adequately for client visits, including ensure all relevant internal teams are well prepared. Maintain good communication and build healthy working relationships with the client.
Keep the client aware of necessary information by providing regular feedback.
Build confidence with the client by sharing achievements and challenges ahead of the time.
Report on continuous improvement within the department.

Change Management
Identifying change initiatives within the department.
Partnering with Business on wider organizational change initiatives.
Drive change initiatives, ensuring it as the desired outcome.
Management of the communication plan around the change activities specific to the department Monitor the outcome / results closely, addressing challenges as they arise.

Department Reporting
Work closely with the BI team to build reporting and insights required to manage the operations.
Ongoing data analytics of existing MI • Monitor trends to drive the direction and focus on key business levers. Using the insights gathered from the available data to make decisions and recommendations for improvement. Drive data driven continuous improvement initiatives within the department.

Job Requirements:
Minimum qualification of Matric/NQF 4
Relevant tertiary qualification will be advantageous
3 years in a Senior Operations Management role in a BPO/Call Centre Environment
Min of 3 years Collections management experience working with UK Clients and thorough understanding of UK Regulation

Experience in the financial services/insurance sector preferred
Experience with high level communication with senior stakeholders and clients (written and verbal)
Proficiency in MS Excel

Skills Required:
Interpersonal skills and communication (written & verbal)
Understanding of business processes & policies
Organized and structured personality
Resource Planning
Leadership skills
Innovative / Creative thinker
Analytical skills
Coaching and mentoring
Ability to lead and influence
Decision Making
Planning and organizational skills
Continuous improvement
Operational Knowledge
Financial acumen
Report Writing

Core Behavior
Huntswood's employees are described as dependable, driven and collaborative.
The job holder should align to our 6 Fundamental Values:
Bring Your "A" Game
Strive For Greater  
Enable and empower all employees
Do the right thing
Own it
Deliver unbelievable service

"It's not just about what we do, but the way we do it. And it's our values that make us special."
NB:  All appointments are subject to the positive outcome of pre-employment verification checks.