Job Opportunity: Call Centre - Collections at Huntswood

Job Opportunity: Head of Delivery - Collections at Huntswood

Location: Umhlanga, KwaZulu-Natal

Job Type: Permanent

Posted On: 20 November 2024

Closing Date: 27 November 2024

Minimum Experience: Mid-Senior

Industry: Customer Services

Job Overview

Huntswood is seeking a Head of Delivery for their Collections department. This role is pivotal in developing and implementing effective debt collection strategies, ensuring strong operational performance, and meeting both internal and client demands through effective leadership and managerial capabilities.

Key Responsibilities

People Management:

• Oversee performance metrics and achievement of team leader KPIs.

• Clearly communicate business expectations and support team leaders in creating and executing operational plans.

• Manage employee leave and absence, ensuring proper resourcing according to Service Level Agreements (SLAs).

• Address disciplinary and HR matters in line with company policy.

• Foster a high-performance culture focused on client objectives.

• Drive a people-centric operational environment and maintain Huntswood’s values.

Team/Leader Development:

• Implement structured coaching and mentoring programs.

• Facilitate bi-monthly call reviews and monthly one-on-ones with team leaders for performance and personal development.

• Identify skills gaps and collaborate with relevant departments for support.

• Promote continuous professional development through formal and informal learning opportunities.

Operational Management:

• Define and agree on operational objectives, ensuring delivery against key metrics.

• Monitor departmental performance and adapt strategies to achieve business targets.

• Oversee compliance with legislative requirements and ensure quality control.

  
  

Process Monitoring:

• Manage departmental expenses and procurement oversight.

• Suggest continuous improvement initiatives based on analytical insights.

Project Implementation:

• Lead department-specific projects and collaborate with project teams to ensure successful outcomes.

• Communicate regularly with stakeholders on project progress and challenges.

Client Relationship Management:

• Support the Client Director in managing client interactions and requirements.

• Prepare for client visits and maintain healthy communications with clients.

• Provide regular updates and feedback to clients on departmental performance.

Change Management:

• Identify and drive departmental change initiatives.

• Manage communication around changes and monitor their outcomes.

Department Reporting:

• Collaborate with the Business Intelligence team to build reporting insights.

• Analyze data trends to drive operational improvements.

Job Requirements

• Minimum Education: Matric/NQF 4

• Preferred Education: Relevant tertiary qualification

• Experience:

  • Minimum of 3 years in a Senior Operations Management role within a BPO/Call Centre environment.

  • At least 3 years of Collections management experience, specifically with UK clients and regulations.

  • Experience in the financial services/insurance sector is preferred.

• Skills:

  • Strong interpersonal communication skills.

  • Resource planning and organizational abilities.

  • Leadership and decision-making capabilities.

  • Proficiency in MS Excel.

Core Behaviors

Huntswood values dependability, drive, and collaboration. The ideal candidate should align with the following values:

• Bring Your “A” Game

• Strive For Greater

• Enable and empower all employees

• Do the right thing

• Own it

• Deliver unbelievable service

Note: All appointments are subject to the positive outcome of pre-employment verification checks.

How to Apply

To apply for this position, please submit your CV according to the application guidelines provided. This role is a fantastic opportunity for those looking to advance their careers in a dynamic and supportive environment within the collections sector!

SUBMIT YOUR CV HERE