Recoveries Team Leader at Absa Bank Limited

Job Summary

To coordinate, plan & deliver day-to-day team tasks & activities in order to execute operational services accurately & timeously in support of org. policy compliance through the execution of predefined objectives as per agreed SOPs. Selecting this role has a compensation & benefit impact in Botswana. Please contact Reward for details.

Job Purpose:

Reporting to the Collections/Recoveries Manager, the role holder will be.

• Responsible for managing the productivity of collections and recoveries agents by providing direction, instructions, support, coaching and guidance to team.
• Leading team to fully employ agreed Collections & Recoveries strategies/initiatives to achieve set monthly targets and within policy guidelines and regulations to minimize credit losses.

Main accountabilities and approximate time split

Business Management – 30%

• Manage a retail product/s segment/s as agreed with the campaign manager
• Oversee distribution of workflow on collections accounts to team members to ensure an equitable and fair allocation and manage any anomalies that may arise when need arises
• Drive and ensure completion of appropriate and timely collection actions by team in line with broad policy guidelines, collections strategy, process, and regulatory requirements to prevent further aging of the credit facilities and prevent deterioration of portfolio
• Review collection /recoveries escalations by team members to advice on alternative collection steps
• Follow up on collections/recoveries exceptions that require further review by the campaign manager and collections & recoveries leadership for alternative debt management considerations
•  Ensuring accurate reporting on team’s projections on performance and actual team collection activity and productivity while addressing any issues arising
• Oversee distribution of workflow on collections accounts to team members to ensure an equitable and fair allocation and manage any anomalies that may arise when need arises.
• Drive and deliver excellent performance against agreed stated stretching targets while leading a team
• Be a contact point for customer escalations on collection related matters affecting the team

Customer Obsession – 20%

• Support team with correspondences to customer to ensure that the team’s collection portfolio operates well and that subsequent action to be taken on the account, if required, are not unduly delayed
• Always embed World class customer service and standards
• Be the first point of contact/escalation/resolution of customer issues affecting the team.
• Analyze customer issues, queries, complaints to determine root cause and deliver tactical and strategic improvements to team portfolio
• Ensure all queries and complaints received by self and the team are logged on BOC and consequently resolved and closed

People and Teamwork – 30%

• Provide regular performance related coaching and feedback ensuring a highly motivated and energized team with the capacity of achieving optimal performance levels
• Monitor team members' participation via real-time call monitoring to ensure the training they are being provided is being put into use, and to see if any additional training is needed
• Work with minimum supervision and ensure, that the line reports are kept fully always informed on all matters to be addressed within the team
• Build effective relationships with branch network and key support functions that will improve overall collections performance
• Constantly seek to improve ways of working by challenging the status quo and supporting an empowering climate within the team, sharing knowledge, experience, and best practice with a view of improving performance
• Embed performance management and personal development objectives for direct reports by developing and agreeing on individual performance objectives and measures
• Pursue self-development to increase personal effectiveness, acknowledging strengths and areas for development
• Participate in local events to support local needs, develop individual and team skills and raise the Absa bank profile in the local community
• Ensure leave plan for the team is in place and adhered to

Controls – 20%

• Ensure that the team delivers on collection control requirements in a robust and rigorous control environment
• Adherence to banking policies and procedures
• Ensure operational standards are maintained by team with achievement of high quality, manageable cost and high service level standards
• Review collections systems to ensure that they are adequately updated by team members with appropriate collection actions and taking necessary actions where this is not adhered to
• Undertake timely review and actioning of collections daily, weekly and monthly reports on the team’s portfolio of credit facilities and take appropriate actions in line with policy guidelines.
• Identify risks in the collection’s environment and drive for effective measures to mitigate the risks

Technical Competencies

• Meeting Customer Needs
• Business Awareness
• Communication (Both Verbal and written)
• Forward Planning and organization
• Analysis and Judgment
• Quality Conscious
• Adaptability to change
• Decision Making
• Problem Solving
• Strong PC skills
• Negotiation and influencing skills
• Debt collection & Recovery skills
• Management skills
• Team leadership
• Credit management Skills
• Operational excellence
• Risk management techniques
• Performance management

Knowledge, Experience & Expertise.

Essential

• University degree or equivalent professional qualification
• High degree of interpersonal skills when dealing with a range of people and situations.
• A good understanding of Absa Retail Group Credit Policies, collection & recoveries Policy  and collection& recoveries strategy
• Good knowledge of the general canons of good lending and credit risk assessment
• Basic knowledge of the bank’s customer service standards
• Understanding of the retail customer proposition and services
• Understanding of banking and debt management systems
• Good computer skills and ability to learn new software/applications quickly
• Knowledge of the Bank’s bookkeeping procedures and systems

Preferred

• Understanding of the local competitor market
• Experience in operations management
• Customer service experience
• Relationship management experience
• Basic Risk Management techniques