Team Leader, Collections - Nedbank

Job Purpose

To utilise collection processes and systems in order to rehabilitate delinquent accounts thereby minimising financial risk posed to Nedbank through enabling others in order to drive the respective team to optimise collections in order to reduce risk and provisions.

Job Responsibilities

• Drive the team to rehabilitate delinquent accounts by concluding a commitment arrangement with client within mandate.
• Drive efficiency of team delivery by planning and executing of team's strategies and reviewing daily reports.
• Meet monthly individual and team performance targets by setting expectations and accountabilities.
• Build and maintain effective working relationships by conducting staff engagement sessions.
• Build strong relationships with stakeholders by providing support, feedback and handling clients with respect.
• Create a customer service culture by resolving queries effectively within turnaround times.
• Improve skills and knowledge of the team by conducting on the job training, coaching and mentoring.
• Manage client expectations by understanding their needs and operating within the specified parameters and Service Level Agreements (SLA).
• Manage staff performance by measuring, monitoring and reviewing daily activities of direct reports.
• Maintain and improve professional and ethical reputation by enforcing compliance to regulations, policies and procedures.
• Adapt to changes in Legislation by educating staff and conducting compliance assessments.
• Identify team performance gaps by conducting performance evaluations and analysing performance data from the Management Information System (MIS).
• Mitigate risk by adhering to Reputation Risk standards (mandate, workflows and procedures).
• Manage performance of staff by implementing performance agreements, ensuring a clear vision, agreeing on goals and objectives, providing regular feedback on performance, recognising and rewarding achievement and take appropriate corrective action where required.

• Stay abreast in field of expertise and deliver on the expectations from stakeholders by building capability of self and staff through identifying current and future training and development needs.
• Contribute to team effectiveness by following the recruitment process when recruiting talent.
• Maintain a capable high performing team and ensure an environment for optimal performance is created by identifying talent pool through conducting career conversations, utilising the talent grid principles and developing talent retention programmes (e.g.. rotation).
• Ensure self and staff understand and embrace the Nedbank Vision and Values by leading by example and re-enforcing values during meetings.
• Manage the on boarding process of new employees by ensuring execution of preparations according to the on-boarding check-list.
• Ensure transformational target are met for own team through consideration of targets during the staff recruitment, retention and training process and utilising suppliers listed on the preferred supplier list.
• Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc).
• Participate in the development and implement action plans to address issues raised in culture surveys to improve results.
• Address issues raised in culture surveys by participating in the development and implementation of action plans.
• Create a client service culture through various required interventions.
• Support and encourage staff to participate and support corporate responsibility initiative.
• Achieve operational excellence by supporting the implementation of business optimisation improvement through team engagement.
• Encourage team to generate innovative ideas and share knowledge.

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate

Preferred Qualification

• Call Centre Management Certificate.

Minimum Experience Level

• 3 - 5 years experience in personal loans collections / financial services environment and at least 3 - 5 years at a supervisory level.
• 3 - 5 years at a Call Centre supervisory level

Technical / Professional Knowledge

• Business administration and management
• Change management
• Client service management
• Client service principles
• Financial Accounting Principles
• Governance, Risk and Controls
• Organisational systems
• Principles of project management
• Relevant regulatory knowledge
• Management information and reporting principles, tools and mechanisms