Reporting to: Operations Executive
Job Purpose: To lead and develop a working relationship with clients, taking responsibility for the development of strategic action plans. Creating growth through better recoveries, regular accurate reporting and ad hoc interactions optimizing recovery profits. Ensure compliance of legal/contractual obligations (SLA’s), system integration effectiveness, and operational system configuration with the goal to maximise company goal to be the #1 .To ensure books assigned are worked optimally and that targets as set out, are achieved.
Direct Reports: Team Managers
Location: Johannesburg, Sandton Place
KEY PERFORMANCE AREAS:
Under the management /direction of the Operations Executive, the Operations Manager will have the following responsibilities (including but not limited to):

Meet or exceed Internal Collections Key performance Indicators through effective management of People, Processes, and Technology within operating budget
Execute and take ownership of collections strategies / Book management
Daily portfolio analysis, identification and execution of relevant campaigns to maximise collections
Design and execute operational tactics
Ensure that resources are adequately trained, developed and supported
Active management of Team Managers to ensure consistence agent performance management compliance
Responsible for maintaining key strategic relationships with the Executives, Senior Managers, and support staff
Deploy continuous process improvement to enhance the efficiency and effectiveness of existing resources
Ensure the Collections Call Centre is delivering according to operational plans and goals, within the operating budget
Ensure Call Centre productivity is optimized through hands-on management of the team and introduction of best practices
Administrative processes are implemented to enable smooth running of the department
Monitoring and performance management of daily production
Strategic and best practice thought-leadership within the Collections Call Centre to enhance operational competencies
Compile and produce relevant reporting and analysis in order to maximize results
Ensure staff are led and managed optimally and Performance Management applied consistently
Coach and mentor staff in line with the company Values