Kwazulu Natal Listings

One of our reputable client is looking for your expertise in the following:

Calling clients who owe money from overdue bills

Negotiating payoff deadlines and payment plan

Tracking outstanding debts

Planning course of action to recover owed money

Handling debtors queries and complaints

Recommending solutions

Building trust with debtors

Experience and skills required:

Must have 6 - 12 months debt collection experience

Must be computer literate

Ability to work shifts

Must have a clear credit and criminal record

Merchants is a leading BPO solution provider specialising in customer experience and customer interactions. We focus on people, process and technology to create exceptional customer experiences. We are passionate about people and our ability to attract the best talent, coupled with our rich history of success and innovation across different industries around the world, is what differentiates us from our competitors.

JOB PURPOSE

The purpose of this position is to take overall responsibility for the relevant Business Unit to meet it’s contractual and commercial targets and budgets, whilst ensuring the strategic aims of our People and Customers First are met and advanced in all activity within the Business Unit. In addition, the position is a key member of the Operations Leadership Team, working with other senior leaders to ensure the South African BPO Operations meets its overall contractual, commercial and strategic goals.

KEY PERFORMANCE AREAS

Financial Management

Establishes budgets for the Business Unit

Directs the Business Unit to meet budget and other financial goals

Develops and maintains the Business Unit’s financial/budget plans

Ensures that financial targets and plans are communicated

Distributes and manages the allocation of budgets within the Business Unit with appropriate financial controls

Ensures tracking, monitoring and reporting on the Business Unit’s financial activities

Operational Management

Directs short and long term planning to meet contractual and operational targets and financial budgets

Establishes performance goals across all operations

Directs support areas to allocate resources and assesses utilisation to ensure optimal usage

Directs & monitors support areas to deliver required support services to Operations and where appropriate to the wider Business Unit

Develops, establishes and directs implementation of operating policies and standards in operations, ensuring they are either innovative or aligned to current global best practice

Works with Business Development and Consulting/Transition areas to support the development of new opportunities, whilst ensuring any secured growth activities seamlessly transition from implementation to stable operational delivery

Stakeholder Management

Directs the change control processes across the business unit to mitigate contractual risk

Manages senior business stakeholders through appropriate direct engagement to ensure that all risk and control issues are properly transparent and managed

Chairs relevant Programme and Project Steering Committees as required

Acts as the senior point of entry for escalated client queries and for queries from other stakeholders

Takes personal accountability for ensuring the resolution of complaints directed at the Business Unit operations

People Management

Leadership

Leads by example in living the values of the organisation

Ensures the department is fully equipped to handle the work load and distribute work flow

Coaches to ensure a full understanding of consequences of errors

Creates an environment that fosters team work and co-operation amongst team members

Creates awareness of Merchants strategic objectives and their alignment to the department and company objectives

Communicates effectively, building and maintaining relationships

Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation

Attraction & Selection

Ensures appropriate staffing and action accordingly

Identifies need for creation of position and forward recommendation to direct manager and HR

Ensures appointments are in line with EE targets / strategy

Selects and places candidates in terms of agreed recruitment and selection process

Retention

Develops and empowers people, recognizing and rewarding value-added performance

Training and Development

Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans

Monitors implementation of training needs as per individual development plans

Career Pathing and Succession Planning

Identifies, manages and develops talent

Performance Management

Sets direct reports quantitative and qualitative performance objectives and ensures individual performance objectives are in place and reviewed to meet organisational and individual needs

Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action

Knowledge

8 years related business experience

Minimum 5 years’ experience in the Contact Centre/BPO industry, including at least 2 years leading an operation of at least 300 seats.