Department Manager: Device Rental Contracts & Collections

Tenacity Financial Services; Cape Town; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

Tenacity Financial Services seeks an experienced operations leader to oversee device rental administration, payments processing, and customer account management. You will ensure accurate contract initiation, timely payments, and clear stakeholder communication across teams.

Strong leadership, data-driven decision making, and compliance with contract terms are essential. You will mentor and coach the team, implement efficient policies, and collaborate with IT, product, sales and service units to

Responsibilities

• Oversee the full lifecycle of device rental contracts, from initiation to termination, ensuring accuracy and compliance with contractual terms.
• Manage the collections process, ensuring timely payments from customers and addressing any issues related to late or missing payments.
• Develop, monitor, and analyze daily, weekly, and monthly reports on device rental performance, collection rates, and outstanding balances.
• Identify and manage key operational levers that affect the business, ensuring accurate tracking and reporting of KPIs.
• Collaborate with the IT and product teams to ensure that reporting tools and data systems are optimized for performance tracking.
• Stay updated on network operator methodologies, billing systems, and technical workflows related to device rentals.
• Ensure the team is well-versed in industry-specific lingo and processes to effectively communicate with stakeholders and resolve technical issues.
• Assist in developing and implementing technical solutions to improve device rental and payment management efficiency.
• Address escalations related to payment issues, device rental disputes, and billing inquiries, ensuring customer satisfaction while maintaining business profitability.
• Collaborate with customer service and sales teams to resolve customer account issues and prevent device rental churn.
• Lead a team responsible for device rental administration, payments processing, and customer account management.
• Provide mentorship and training to the team on industry standards, technical tools, and best practices.
• Foster cross-department collaboration with product development, sales, and customer service teams to ensure a seamless customer experience
• Implement strategic plans and objectives through influencing and implementing effective recruitment, training, motivation and evaluation of all staff
• Provide visible and clear leadership to team, promoting a culture of high performance and customer focus
• Conduct regular team meetings to ensure high levels of communication, teamwork, integration, motivation, training and productivity
• Implement and maintain people management practices in alignment with Tenacity policies
• Mentor and coach staff and identify needs and update career growth plans
• Ensure team members have clear and realistic targets/goals which are assessed quarterly through the KPA performance management reviews
• Manage non-performance or probation requirements as stipulated in the Tenacity policies and /or contractual agreement concluded with the relevant Leaders or staff members.
• Provide effective leadership to team members in order to achieve optimal efficiency of the department and to build a cohesive and well-motivated team
• Ensure team works effectively with individuals, customers both internal and external across the business
• Address any behavioural concerns in line with the Company’s Disciplinary Policy
• Manage the team’s absenteeism in line with the Company’s Absence Management Policy i.e. return to work etc.
• Management of ESS/Sage and unpaid leave transactions
• Management of waybill and overtime/special time to payroll

Job description

• Daily activities
• Device rental & payment management:
• Oversee the full lifecycle of device rental contracts, from initiation to termination, ensuring accuracy and compliance with contractual terms.
• Manage the collections process, ensuring timely payments from customers and addressing any issues related to late or missing payments.
• Operational Reporting & Performance Metrics:
• Develop, monitor, and analyze daily, weekly, and monthly reports on device rental performance, collection rates, and outstanding balances.
• Identify and manage key operational levers that affect the business, ensuring accurate tracking and reporting of KPIs.
• Collaborate with the IT and product teams to ensure that reporting tools and data systems are optimized for performance tracking
• Technical Expertise:
• Stay updated on network operator methodologies, billing systems, and technical workflows related to device rentals.
• Ensure the team is well-versed in industry-specific lingo and processes to effectively communicate with stakeholders and resolve technical issues.
• Assist in developing and implementing technical solutions to improve device rental and payment management efficiency.
• Customer Relationship Management:
• Address escalations related to payment issues, device rental disputes, and billing inquiries, ensuring customer satisfaction while maintaining business profitability.
• Collaborate with customer service and sales teams to resolve customer account issues and prevent device rental churn.

• Team Leadership & People Management
• Lead a team responsible for device rental administration, payments processing, and customer account management.
• Provide mentorship and training to the team on industry standards, technical tools, and best practices.
• Foster cross-department collaboration with product development, sales, and customer service teams to ensure a seamless customer experience
• Implement strategic plans and objectives through influencing and implementing effective recruitment, training, motivation and evaluation of all staff
• Provide visible and clear leadership to team, promoting a culture of high performance and customer focus
• Conduct regular team meetings to ensure high levels of communication, teamwork, integration, motivation, training and productivity
• Implement and maintain people management practices in alignment with Tenacity policies
• Mentor and coach staff and identify needs and update career growth plans
• Ensure team members have clear and realistic targets/goals which are assessed quarterly through the KPA performance management reviews
• Manage non-performance or probation requirements as stipulated in the Tenacity policies and /or contractual agreement concluded with the relevant Leaders or staff members.
• Provide effective leadership to team members in order to achieve optimal efficiency of the department and to build a cohesive and well-motivated team
• Ensure team works effectively with individuals, customers both internal and external across the business
• Address any behavioural concerns in line with the Company’s Disciplinary Policy
• Manage the team’s absenteeism in line with the Company’s Absence Management Policy i.e. return to work etc.
• Management of ESS/Sage and unpaid leave transactions
• Management of waybill and overtime/special time to payroll