Manager: Operations Collections at Capitec Bank

Purpose Statement


To manage the Centralised Collections Call Centre Managers and ensure that all Campaigns are efficiently and effectively delivered to maximise debt recoveries from Capitec Bank clients.
To manage all new collections products', Policy changes and any champion/challenger collection activities
To use innovation and technology to create a world class Collection department


Experience
Minimum:


At least 3yrs experience in managing and leading a diverse team
At least 3yrs experience in a Collections and/or Call Centre management/Debt review environment
Report writing (Executive level)
Report analysis


Ideal:


Extensive Collections Call Centre management in a constantly changing environment
Extensive experience across Contact Centre technology platforms
Experience with digital tools to enhance collection strategies and payment channels
Experience within a Fintech environment


Qualifications (Minimum)


Bachelor's Degree in Business Management or Business Administration


Qualifications (Ideal or Preferred)


A relevant post-graduate qualification in Business Management or Business Administration


Knowledge
Minimum:

Knowledge and understanding of:


Commercial and business imperatives re financial service / credit / collections environment
People management and development practices
Call centre environments
Call Centre Technology
Alternate work methods
Resource planning


Ideal:


Capitec Bank policies and procedures
South African banking environment
Banking legislation
HR procedures
Call centre environments in collection
Contact centre technology
Payment platforms
Incentive scheme design and implementation


Skills


Planning, organising and coordination skills
Strategic Thinking Skills
Commercial Thinking Skills
Interpersonal & Relationship management Skills
Leadership Skills