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EDC Recovery Manager

Remuneration:Market related 
Location:Cape Town, Southern Suburbs
Job level:Management Jnr-Mid
Job policy:Employment Equity position

Job description

Key Performance Areas

Operational management 
  • Set operational performance targets which are capable of contributing to and ensuring that the overall targets of HomeChoice Pre Debt Recovery are met
  • Translate the HomeChoice collections strategic balanced scorecard into an operational framework for HomeChoice Pre Debt Recovery (short, medium and long-term) objectives
  • Manage an effective reporting framework to measure and monitor operational performance and achieve contracted operational business targets
  • Tactical responsibility for the daily running and management of the HomeChoice Pre Debt Recovery platform through the effective use of resources
  • Manage workforce outcomes and influence campaign management outcomes to meet operational efficiency objectives
  • Responsible for meeting HomeChoice Pre Debt Recovery collection activation and roll rate targets
  • Responsible for the operational execution of agreed HomeChoice Pre Debt Recovery strategy
  • Manage the unsecured recovery process including Section 129 process and the articulation of a late stage delinquency treatment framework to incentive and achieve required roll rate and account activation outcomes
  • Ensure attainment of set performance objectives against required HomeChoice Pre Debt Recovery performance standards and obtain superior performance outcomes against outsourced External Debt Collectors
  • Manage and ensure implementation of the HomeChoice collections and debt recovery policy, procedural and regulatory framework
  • Responsible for HomeChoice Pre Debt Recovery management assurance to ensure appropriate control environment across all operational disciplines
  • Responsible for the day to day management of own area including costs to execute the business
  • Implement and monitor a performance management measurement system for all accountable personnel
  • When required, initiate disciplinary processes for team members
  • Ongoing review of underlying operational processes and improvement where required
  • Ensure a quality process that prevents reputation risk to HomeChoice Pre Debt Recovery
  • Ensure Group Compliance performance objectives are met
  • Handle the most complex customer complaints and/or enquiries
Integration management
  • Actively interact with internal HomeChoice Pre Debt Recovery colleagues to identify service requirements and to find ways of enhancing service delivery to a specific area of work
  • Deal efficiently and accurately with all system queries and complaints and ensure they are timeously resolved
  • Report all system problems to relevant Helpdesks and ensure they are resolved
  • Manage change while maintaining operational effectiveness
Capacity building
  • Take the initiative to identify and manage non-conformance to core procedures and non-performance against clearly defined objectives
  • Set and manage short-term improvement targets across a balanced scorecard of items for the HomeChoice Pre Debt Recovery area
  • Facilitate workforce management by understanding the impact of specific campaigns on operational capacity
People management 
  • Develop a high performing HomeChoice Pre Debt Recovery team by recruiting and promoting the best people in line with the business needs, supporting the enhancement and development of people
  • Review the performance of HomeChoice Pre Debt Recovery Agents in conjunction with Team Leaders, identifying training needs and planning training sessions
  • Address poor performance of both HomeChoice Pre Debt Recovery Team Leaders and Agents
  • Frequent performance reviews of HomeChoice Pre Debt Recovery Team Leaders as per contracted Balanced Scorecard
  • Organise staffing, including shift patterns and the number of staff required to meet capacity demands
  • Coach, motivate and retain staff and coordinate bonus, reward and incentive schemes
  • Ensure all people policies and procedures are adhered to
  • Be an active and accountable member of HomeChoice collections leadership
Innovation management
  • Continuously research and collect information about best practices and to test same against current tactical processes in HomeChoice Collections and Outsource Practitioners
  • Ensure deployment of innovative debtor strategies and incentives to activate pre-debt recovery matters and prevent a forward roll to write-off
Diversity management
  • Leverage differences in race, gender, backgrounds and skills to optimally serve the business and address current disparities in respect of diversity
  • Promote equal opportunities and create a culture that embraces diversity
Risk management
  • Identify, quantify and manage inherent risks in the HomeChoice Pre-Debt Recovery area
Analysis and reporting
  • Analyse information and optimally translate this into the improvement of HomeChoice Pre-Debt Recovery tactical processes and performance outcomes
  • Maintain and analyse recording statistics, user rates and the performance levels of the HomeChoice Pre Debt Recovery team and prepare appropriate reports
  • Forecast and analyse data against target thresholds on a daily, weekly and monthly basis
  • Compile ad-hoc reports as and when required 


Qualifications and Accreditations
  • Grade 12
  • Relevant tertiary qualification will be an added advantage 
Experience and Skills
  • Minimum of 10 years' experience in unsecured collection and recovery contact centre disciplines, five years of which should have been in a management position
  • A good working knowledge of best practice Contact Centre work force management and in particular, preview dialler mode
  • Good commercial understanding/awareness of best practice unsecured collections and recovery
  • Superior ability to select and lead a high-performing late stage pre recovery team with innovative debtor engagement outcomes
  • Good tactical insight into Dialler management and the ability to champion and challenge campaign management practices
  • Good understanding of productivity and capacity management outcomes to support an unsecured collection and recovery environment
  • The ability to tactically link Risk collection and recovery strategies into an operational execution framework
  • A good working knowledge of and compliance to the National Credit Act (No 34 of 2005) and the Debt Collectors Act (No 114 of 1998)
  • A good understanding of linking strategy to underlying propensity to roll segments
  • Specialist Knowledge and Skills in terms of unsecured Collections and Recovery
Attributes and Behaviours
  • Ethical and professional self-starter with strong adherence to reputation risk standards
  • Strong leadership capability in the context of managing a large, diverse team
  • Good commercial awareness in terms of optimizing cost of delivery and collection and recovery yields
  • Good tactical planning and organising skills with superior time management capability
  • Ability to constructively manage conflict and disputes
  • Hands-on and proactive with strong analytical skills and a disciplined completer
  • Takes calculated risks on the basis of adequate information and analysis
  • Good operational problem-solver with the ability to stand by own decisions and take responsibility for them 
  • Have the ability to work autonomously as well as within a team
  • Excellent verbal/written communication, presentation and motivational skills
  • Ability to absorb pressure and manage stress effectively
  • Acts on own initiative without being prompted and execute promptly and accurately at the same time 
  • Result-orientated and deadline driven with great attention to detail
  • Able to manage change while maintaining operational effectiveness
  • "Can do" attitude with passion for unsecured collections and recovery, innovation and technology
  • Adaptable with high energy levels to facilitate required value proposition

Posted on 12 Sep 07:34

Home Choice

The HomeChoice Group is a leading credit-based direct marketing retailer selling homeware merchandise and financial services to the expanding urban middle-income mass market in southern Africa.

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