JOB DETAILSReference Number TFS-602Title Department Manager: Inbound Collections & Debt ReviewDepartment: MIDDLE STAGE COLLECTIONS (815 - Collections - Non-SA & Spec)Position Type: PermanentWork Level: Junior ManagementDescriptionThe Inbound Collections and Debt Review Department Manager will endeavour to increase Tenacity's profitability by operating within the guidelines and requirements of our Credit and Collections Policy and the National Credit Regulations as stipulated by the National Credit Act and the Debt Collectors Act. The Department Manager will be responsible to maintain appropriate agreed delinquency and charge-off levels and adjust strategy and processes to ensure that the credit book remains within the constraints of what is agreed on an annual basis at executive level. In addition, the Department Manager is responsible to build and maintain an integrated and balanced people management approach in a cost-effective mannerKey responsibilities:Inbound collections + Debt Review StrategyExecute and communicate functional strategy and projects to the Inbound collections and Debt Review teamsActively participate with the implementation and monitoring of strategic and departmental projectsResearch, benchmark and design contact centre best practises and trends to ensure alignment with industry standards and best practiseDrive recruitment strategy and resource models in line with departmental strategy or projectsOperational Management Revise, adapt and manage processes, systems and practices based on the operational business needs and prioritiesDraft and maintain Standard Operating Procedures documentationDevelop business case and requirement specifications that will support any new system or functional requirement within the department and participate in UAT as requiredMonitor, analyse and interpret data (daily/weekly/monthly) to ensure achievement of relevant keyperformance indicators: produce relevant repots, identify optimisation opportunities, gaps and risks and initiate appropriate corrective actions as requiredActively manage dispositions across telephony architectureCommunicate clearly, effectively, and timeously to ensure that internal and external stakeholders are engaged on relevant mattersAttend and participate in internal and external stakeholder meetings and maintain effectivestakeholder relationshipsEnsure compliance to all policies, procedures, regulatory and legal elements of the organisation.Actively participate in project related activitiesAdopt First Call Resolution competencyDetect and escalate fraud and misrepresentation to the respective lines and departmentOperationalise all payroll related activities including management of overtime/special time/transport waybillManagement of people Manage and lead a team of Team ManagersImplement strategic plans and objectives through influencing and implementing effective recruitment, training, motivation, and evaluation of employeesProvide effective leadership to team members to achieve optimal efficiency of the department andto build a cohesive and well-motivated teamProvide visible and clear leadership to team, promoting a culture of high performance and customer focusConduct regular team meetings to ensure high levels of communication, teamwork, integration, motivation, training and productivityMentor and coach employees and identify needs and update career growth plansEnsure team members have clear and realistic targets/goals which are assessed monthly through the KPA performance management reviewsManage non-performance or probation requirements as stipulated in Tenacity policies and /orcontractual agreementEnsure timeous contracting of KPI's with Agents and Team ManagersRequirements Grade 12 / Matric or equivalentBcom Management qualification advantageousDiploma in Credit Management advantageousRelevant Contact Centre certifications (advantageous)Minimum 5 years' experience in a Team Manager positionMinimum 3 years' experience in a Department Manager positionSolid understanding of contact centre processes, technology and toolsSuccessful track record in managing large scale contact centre (100+ FTE)