Credit Operations Manager

Truworths; Pretoria; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading South African fashion retailer in Pretoria is seeking a Credit Operations Manager 2IC. The role involves managing the collections department, ensuring delinquency targets are met, and fostering a high-performing team. Ideal candidates will have over 5 years of experience in collections operations and the ability to implement effective change management strategies. This is an excellent opportunity to grow within the organization.

Qualifications

• 5-7 years as an operational Collections Manager.
• 7 years collection industry knowledge.
• Proven ability to achieve/exceed targets.

Responsibilities

• Manage day-to-day operations of collections staff.
• Ensure compliance with collection processes.
• Develop the collection team through training.

Skills

Effective time management

Attention to detail

Problem solving

Analytical skills

Team management

Education

Matric qualification

Job description

Join South Africa’s leading fashion retailer and become part of a winning team. If fashion retail excites you, along with a fast paced and innovative environment, then this position may well be for you. With over 700 stores, renowned aspirational brands and world class systems we are regarded as front-runners in this highly competitive environment. We have an exciting job opportunity for a Credit Operations Manager 2IC role based in Pretoria, Gauteng.

Job Description:

• To ensure company delinquency targets are achieved and bad debt minimized.
• To ensure continuous operational performance of a collections department committed to operational excellence and promoting best use of systems/technology.
• To ensure quality assessment standards are maintained and compliance with appropriate policies and procedures.
• To implement strategies under the direction of the Director Collections that minimize customer arrears, and maximize account collections where balances are at risk or in arrears.
• To promote a values driven environment committed to the development of call center staff.

Key Responsibilities:

• To assist in managing the day to day operations of the +- 200 Collections staff members based in the Pretoria Call Centre (early stage outbound and inbound), ensuring processes and procedures are followed.
• Manage core collection activities within the collections department to ensure all duties are carried out effectively and targets are met.
• To ensure all staff understand and practice the established collections processes.
• To pro-actively manage the development of the collection team, ensuring relevant training and support is provided to maximise individual and departmental performance, creating opportunities that facilitate succession planning.
• Monitor absence, late coming and attrition rates and where required take proactive steps to ensure department targets are maintained/exceeded.
• To prepare and deliver annual performance development plans for Collection Supervisors within the reporting line.
• To analyse portfolio and operational performance in conjunction with other managers within the company to identify areas of improvement under the direction of the Director Collections.
• To liaise with other Managers within the department/company, to maximise efficiency, enhance collection performance and minimise bad debt exposure.
• On an ongoing basis, assessing the effectiveness of the existing collection processes and procedures and recommending changes as appropriate to the Director Collections.
• Keeping up to date with new technology and legislation changes, taking advantage of any changes to maximise collection performance.
• To carry out any other duties as specified from time to time in accordance with the company’s business objectives.
• Problem solving with a large team aimed at maintaining a motivated and performing work force.
• Recruitment and selection of staff who meet the business required competencies and values.
• Drive both the Technical and Soft Skills training of the Collections Team.
• Performance Management and IR ensuring compliance with all company policies and procedures and aligned with the company values.
• Promptly identify and communicate concerns to the relevant Dialler support teams
• Troubleshoot on the Collections strategy, proposing new ideas and formats aimed at driving collections performance.

Qualifications and Experience:

• Matric qualification.
• Will have a minimum of 5-7 years knowledge and experience as an operational Collections Manager.
• Will have a minimum of 7 years collection industry knowledge and experience, with proven ability to achieve or exceed the targets set.
• Ideally, will have experience in the roles of Collections Agent and Collections Supervisor, learning from the ground up.
• Will have an in-depth knowledge of collection techniques.
• Will have extensive experience of managing the activities of collection operations, ensuring appropriate planning and prioritization of activities with sufficient resources to achieve the Company objectives that have been set.
• Will have proven ability in handling objections from staff and customers and also be an excellent problem solver.
• Will have proven knowledge and experience of managing, appraising, training, coaching and developing staff within a collection operation.
• Will have proven ability to implement change in a positive and enthusiastic manner, to facilitate operational success of any initiatives implemented.
• Will have proven ability to analyze management reporting recommending alternative courses of action to the Director Collections to improve the efficiency and/or effectiveness of the collection operation to maximize collection performance.
• Receptive to the TRUWORTHS values and culture, self-driven, performance orientated with the ambition to take over as Manager Credit Operations when the existing manager retires.

Competencies:

• Effective time management skills
• Attention to detail and a good deal of accuracy
• The ability to be pro-active and constantly seek a better way of doing things
• Ability to work under pressure in a team as well as independently
• The ability to gain insights from reporting and converting it to operational actions
• Good analytical and numerical skills
• Strong team management skills

Truworths is committed to transformation and meeting objectives of the Employment Equity Act. Meeting our employment equity goals and targets will be taken into account in our recruitment decisions. People living with disabilities will be viewed favourably.