Structural InformationJob number: 10021733Job title: Ops Manager: Collections (CM)Job grade: M6Group/ BU: CSBDivision: CSB OperationsSpan of control: 5-10Reports to: ManagementREM Functional Area: SupportCore DescriptionResponsible for the management of efficient debt collections and enhancing customer relationship management in order to meet Telkom's business objectives through sound credit management principles.Job ResponsibilitiesImplemented Operational PlanInterpret operational planCompile operational planContract deliverablesMonitor operationsProvide feedbackManaged PerformanceSet performance standardsCommunicate desired outcomesMonitor progressProvide feedbackImplement corrective actionsImplemented Conducive/Legislative EnvironmentExecute actionsInterpret intervention planObtain commitmentMonitor resultsProvide feedbackDetermine actionsManaged ResourcesObtain resourcesAllocate resourcesInterpret division/section's operational planIdentify required and available resourcesImplement cost effective operational systemsManage resourcesEstablished and Maintained RelationshipsDetermine key role playersObtain information from key role playersEstablish relationshipsMaintain relationshipsManaged Information IntegrityObtain relevant informationCompare/ verify informationObtain explanations on discrepanciesTake corrective actionHandled Queries / EscalationsReceive and analyze query / escalationDetermine nature of escalationRequest feedbackScrutinize outcomeProvide feedbackIdentify proactive steps to prevent future occurrence of similar casesManage implementation of coaching and guidance during the process to staff.Core CompetenciesFUNCTIONAL KNOWLEDGEConsultation; Telkom Procedures; Selling Techniques; Report Analysis; Accounting; Billing Procedures; Telkom Policies; Customer Care; Systems Administration; Computer Software; Legal DocumentationFunctional SkillsInvestigation Techniques; Time Management; Selling Techniques; Interpersonal; Stress Handling Techniques; Acumen; Analytical; Communicating; Negotiation Techniques; Decision Making; Problem Solving; Computer SoftwareATTITUDES/ LEADERSHIP COMPETENCIESBusiness Orientated; Ethical; Dedicated; Honesty; Accurate; Punctual; Initiative; Responsible; Calm; Assertive; Eager to learn; Integrity; ConfidentialEducationNQF 4: Grade 12Experience5 Years relevant experienceExperience in debt collections.
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