Manager, Customer Collections Strategy at Standard Bank Group

Job Purpose

As a Collections Strategy Manager, you will be required to perform data analysis, forecasting and generating monthly and ad-hoc management information.

In carrying out this role, you will be responsible for the PPB credit portfolio (Both Digital and Conventional) and management of the entire collections cycle comprising:

• Pre-delinquency Strategy
• Collection/Recoveries Strategy
• Fraud Management
• Collections Analytics and Insights

Key accountabilities

Collection Strategies

• Design bespoke data driven collection strategies to be applied at various stages (Pre-delinquency, Delinquency, Recoveries).
• Ensure collection strategies have been implemented on the collection system and executed as per expectation.
• Track collection activities and outcomes to determine need to refine collection strategies applicable.
• Implement and monitor effectiveness of collection model and strategies.
• Deploy champion challenger initiatives to optimize collection outcomes and foster collection innovation.
• Feedback to credit on collection insights to facilitate enhancements on origination strategies.
• Building and evaluating forecast models for future defaults and roll rates

Management Information (MI)

• Produce complete, relevant, and timely portfolio MI relating to the delinquent and collection portfolios.
• Ensure MI reported to Group is consistent and uses the Group defined metric definitions. For local MI ensure clear understanding of definitions and metrics used.
• Identify and distribute to all relevant stakeholders
• Establish a regular forum for discussion of MI with appropriate Terms of Reference. Regular meetings should be documented and the MI should be, at least, sufficient for the forum to discharge its responsibilities
• Establish direct feedback loops to all relevant decision points across the transactions cycle.

Resource Management

• Develop and implement a process for identifying capacity planning requirements, both the number of staff and appropriate skill sets to effectively support Head of Collections to determine appropriate resourcing levels.
• Compliment the Head of PPB Collections in establishing a process to monitor and manage third party resource.

Main Accountabilities and approximate time split

80%          

• Ensuring all areas for which you have responsibility of as identified above are taken care of.
• Analyze and interpret customer data relating to Collection processes.
• Communicate analytic results to both technical and non-technical audiences, to inform best decision outcomes.
• Be responsible for the successful design, development and implementation of any Collections and Recoveries strategies for the portfolio products, ensuring that the benefits of such strategies are driven out and maximized and change embedded into the operations.
• Manage service level agreements with internal teams.
• Continuous improvement of the Management Information base to ensure they remain relevant, reflect credit risk appetite and are useful to provide the business with information for use in decision making and policy matters.
• Stakeholder management, influencing and negotiation to deliver on strategic objectives with collaboration across departments and geographies.
• Responsible for the collection data integrity and adherence to the data governance requirements and structures (Data validations, clean ups, data refreshers etc.)

20%

Personal development and training as outlined below:

• Data Analytics
• Communication, Negotiation and Influencing
• Strategic planning
• Customer Relationship Management

Qualifications

Minimum Qualifications
Type of Qualification: First Degree

• Field of Study: Banking, Finance, Commerce 

Experience Required
Credit Risk – PPB

• Risk & Corporate Affairs
• 5 to 8 years’ experience in Collections and /or Collection strategy
• To manage compliance and mandated process and procedures within a collection’s environment. Extensive experience in all aspects of Early - and Late arrear (supplier) collections and knowledgeable in the legal environment.

Additional Information

Behavioral Competencies:

• Developing Strategies
• Directing People
• Examining Information
• Exploring Possibilities
• Generating Ideas
• Interacting with People
• Interpreting Data
• Making Decisions
• Producing Output
• Providing Insights
• Taking Action
• Team Working

Technical Competencies:

• Capacity Management
• Compliance
• Financial Acumen
• Product and Services Knowledge
• Recoveries
• Verbal Communication