Portfolio Manager

Css Credit Solutions Services (Pty) Limited; Gauteng; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading financial service provider in South Africa is seeking a Portfolio Manager (Collections) to oversee recoveries and revenue generation within specific client sectors. This role involves leading a team, ensuring compliance with Service Level Agreements, and enhancing operational efficiency. The ideal candidate has at least 6 years of experience in a large contact centre and a strong background in collections and debt recovery.

Qualifications

• Minimum 6 years experience in a large Contact Centre.
• Experience in collections or debt recovery is a must.
• Experience in managing a team as a Portfolio Manager.

Responsibilities

• Lead discussions in client/operational meetings.
• Create and enforce effective collections processes.
• Provide strong leadership that develops team members.
• Ensure performance metrics are effectively managed.

Skills

Leadership

Problem Solving

Communication Skills

Technical Background

Project Management

Ethical Behaviour

Education

Grade 12

Relevant degree or diploma

Job description

Introduction

The Portfolio Manager (Collections) is accountable for recoveries and revenue across a specific sector of clients. This is done through the execution of all contact centre strategies through the leadership of a team of contact centre managers. Emphasis is on revenue generation, operational efficiency and client and workforce management. His / her success is measured by the organization's ability to provide high quality collection services while meeting Service Level Agreements (SLA) and exceeding client targets.

Duties & Responsibilities

Have a clear understanding of product knowledge, client requirements (performance matrix), mandates, SLA's, support systems and processes. Owns the relationship with clients ensuring that they keep abreast of current client strategies and possible changes in strategy. Maintains a good relationship with client always looking for opportunities for growth in the portfolio. Ensure that portfolios achieve number one ranking on all panels to ensure a consistent inflow of work. Responsible for leading all discussions in client / operational meetings. Work with Contact Centre Managers to ensure the timely and successful delivery of our services according to clients' SLA requirements. Work with the Contact Center Managers to provide clear performance updates on a daily / monthly / quarterly basis to internal and external stakeholders. Meet and / or exceed collection commission projections for the budget year on current clients within budget allocations. Forecasting and analysing data against target on a daily, weekly and monthly basis. Aligning internal strategy to clients' strategies and maximising productivity through ensuring that inefficiencies and misunderstandings in strategy are rectified. Promoting the best interest of the client both in terms of adhering to SLA requirements but also maximising revenue. Daily analysis of all portfolio performance to develop collections strategies in collaboration with the Strategy team to challenge and enhance current strategies resulting in improved performance. These should include the effective application of digital channels. Meet daily with the Strategy team and the contact centre manager to review strategy outcomes of the previous day and ensure that action plans are put in place to drive the correct outcomes. Create, implement and enforce effective collections processes to facilitate an efficient operation of the contact centre floor. Create performance metrics and communicate effectiveness of contact centre performance. Ensure that performance metrics are managed effectively in the contact centre by ensuring that contact centre management have effective reports and dashboards to drive the correct behaviour. Setting and meeting performance targets for speed, efficiency and quality. Drives quality across team by listening to call recordings and aligning with the contact centre management to address issues non-conformance and non- performance. Keep abreast of the application of the performance management process in their teams. Meets with the dialler manager daily to ensure that the dialler strategy is producing the correct results. Support relevant audits and ensure any potential audit findings are addressed in line with committed dates. Ensure that process and procedures are optimal within the collections contact centre across all designated books and / or sector and are in line with all ISO requirements. Reviews monthly decks / presentations from the contact centre managers before being sent to the relevant stakeholders. Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum revenue. Motivate employees and drives change within the organization. Lead the operations staff in their achievement of business objectives with integrity, fairness and transparency. Providing strong and effective leadership to all employees, by creating an environment and culture which attracts and retains appropriate talents and high performers. Providing leadership to all staff, ensuring that the workplace is safe and that all staff is motivated, guided and directed to contribute fully to realizing the company's mission, vision, goals and objectives. Works with the Head of Human Development to ensure effective recruitment and training of staff. Ensure shift planning is optimal and supports strategy. Develop and maintain effective organization of responsibility, including efficient coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision. Ensure succession planning in place. Work with the Head of Human Development to develop, implement and maintain effective learning & development programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance. Work with the Human Resource department to ensure that capacity planning is managed effectively and the portfolio is operating profitably.

Desired Experience & Qualification

Qualification and experience: Grade 12. Relevant degree or diploma. Experience in managing a team as a Portfolio Manager. Minimum 6 years in large Contact Centre. Experience in collections or debt recovery is a must. Critical Success factors: Leadership: Leadership by example. Problem Solving: Ability to analyse complex information quickly, reaching, and articulating decisions with clarity, to deliver solutions that command support. Professional and effective decision-making high quality, accurate and timely work. High output and throughput with a focus on outcomes. Good understanding of the business. Ability to manage multiple projects, activities, and tasks simultaneously. Accountability: Ability to inspire co-workers to attain goals and pursue excellence. Leads by example. Effectively manage staff to ensure that performance targets are achieved. Build a cohesive team. Excellent communication skills. Ethical behaviour. Superior management skills, innovation, vision and a strong business acumen. Strong technical background, demonstrate ability utilize technology to enhance efficiency. Demonstrated ability to formulate and execute business strategies to meet long-term / short-term goals. An ability to manage the financial metrics of a call centre, implement necessary performance improvements and build the basis for profitable growth. Deep understanding of call centre best practices. Ability to address conflicts and provide immediate resolutions, also identify technical / process opportunities. Strong sense of urgency and a proven ability to motivate people.