Responsibilities:

Perform Quality Assessments by Monitoring and Evaluation of Customer interactions:

• Monitors staff interactions with customers utilising an agreed template assessing compliance, process, and behaviour indicators as per agreed frequencies in line with the collections and risk management objectives of the Bank.
• Monitors staff interactions on an ad-hoc or project basis to track for the successful implementation and adoption of new, processes and collections strategies.
• Keeps abreast of all products specific process and updates by attending available collections training
• Within the environment ensures the implementation of agreed best practice quality management methodology and practices.
• Supports and drives actions to proactively support the overall collections performance improvements, through rigorous call assessments and insights.

Quality Assurance Reporting

• Provides feedback on trends picked up when sampling of calls evaluated.
• Analyses and provides actionable quality management feedback to the relevant team within the agreed turnaround times to communicate trends, gaps, findings, recommendations, and all other agreed reporting requirements.
• Conducts weekly sessions with the collections Team Leaders and or Managers to discuss and report quality management findings against business performance.
• Liaises with the head of Rehabilitation and recoveries to ensure alignment to business targets and goals.
• Attend team meetings as per the agreed framework.
• Identify continuous improvement and make recommendations
• Identify the need for change in quality standards

Calibration with Relevant Stakeholders

• Conducts regular calibration sessions with the collectors and team leaders to ensure the appropriate understanding of the quality management methodology.
• Participate in weekly team calibration sessions by contributing towards the session and aligning knowledge, understanding and key learnings.
• Set action plans with Team Leaders and or Managers as to what trends should increase or decrease. On-going.
• Monitor, through regular follow ups that corrective measures and actions have been taken
• Build relationships and ensure consistency in quality measures used.
• Frequently attend Team Leader Connect sessions to assist with building relationships and alignment.

Effective Self-Management and Teamwork

• Actively and consistently maintain high standards of professionalism in all aspects of personal presentation and delivery.
• Apply knowledge of the organisational systems, structures, policies and procedures to achieve results.
• Demonstrate initiative in follow through to ensure that personal quality and productivity standards are consistently and accurately maintained.
• Provide appropriate resolution for tasks or deadlines not met.
• Support and drive the business core values.
• Maintain a positive attitude and respond openly to feedback.
• Show commitment to teamwork and a willingness to go the extra mile to achieve team objectives.

Qualifications

• Bachelor’s degree in business- or Commerce-related field.
• A post graduate business degree will be considered an advantage.

Experience

• 3 to 4 years experience in call centre or general banking. Experience in Collections and Compliance would be an advantage
• Team Leader Experience would be an advantage

Role Purpose

• Create effective partnerships with vendors on both a strategic and operational level.
• Ensure that the agreed services are delivered, and service levels are met.
• Drive communication between vendors and key stakeholders where necessary.
• Manage vendor relationships
• To adopt, implement and ensure adherence to the Vendor management framework across the CHNW,BCC and BS&R Segment
• To ensure adherence to Procurement policies by regularly communicating and engaging with the relevant governance and procurement teams

Key Responsibilities

Vendor Management

• Ensures that all the required processes, systems and controls are relevant to effectively manage Attorneys, Liquidators, Trustees, Executors and Debt Collection Agencies to minimise Credit losses to within agreed targets
• Management of query resolution with the Vendors to ensure continuation of business.
• Ensure that logical efficiencies and the best rates are negotiated with vendors together with the Head of Rehabilitation and recoveries
• Manage process requirements and time constraints.
• Ensure that customer complaints are logged, and root cause analysis undertaken to prevent recurring problems.
• Evaluate and assess continuous improvement initiatives that would be beneficial to the bank as well as the Vendor.
• Investigate the need to automate processes to reduce costs and administration.
• Ensure that all Vendor related work instructions are kept updated and that staff are aware of them. (Strategy Management)
• Ensure that the service levels are maintained to ensure that service level agreements with internal and external customers are adhered to at all times.
• Initiatives are completed on agreed timelines and within budget guidelines.
• To manage and lead consultant by ensuring quality, customer service, SLA’s and people management are consistently met.

Monitoring of Key Metrics & Reporting

• Key measurements need to be agreed as per Service Level Agreements and these needed to be monitored according to agreed frequency to ensure that operation is achieving operational excellence and meeting agreed processing targets.

Problem Management

• Ensure that all problems or service complaints are resolved within the agreed SLA time.
• Provides reports on a weekly and monthly basis

Customer service

• Ensure that all queries and problems are resolved promptly.
• Ensure accuracy of information when resolving queries.

Internal Process and SB policies and procedures

• Ensure the Vendor is aligned to the Vendor Strategic intent of the bank
• Ensure that policies and procedures are adhered to as set out in Bank’s guidelines to minimise risk and avoid wasting time through corrective action.
• Establish and manage policies and procedures to ensure optimal levels of service delivery for SB.
• Communicates priorities, schedules tasks and monitors task/project status.
• Develop and define Key performance measure for Vendors
• Manage and attend to all operational and service requirements of Business Partners and foster a team approach by actively building strong relationships with key stakeholders.
• Demonstrate visible service orientation with team and position team as a provider of high-value operational services.
• Accountable for the actioning various reports where necessary to manage Vendor performance and risk
• Timeously identify risks / opportunities and where appropriate investigate / exploit these risks / opportunities to the advantage of the business.
• Identify and eliminate all non-value adding activities within the area.
• Optimise performance metrics in all areas and ensure these are visible.
• Ensure the Vendor is compliant with all relevant legislation and regulations.
• Ensure that appropriate, accurate, reliable MIS is produced and made available to Senior management and relevant stakeholders

Operational effectiveness

• Manage the Vendor’s Operational efficiency by ensuring the Vendors Operations is running effectively
• Ensure that the Vendor’ operational output is aligned with the agreed service delivery targets and specifications
• Manage the validity and integrity of all information (including MIS) received from the various Vendors

People management

• Responsible for inspiring, motivating, leading and managing the team.
• Responsible for the recruitment, development and retention of relevant skills in order to meet the business needs.
• Ensures the effective selection of staff by matching the skills and competencies to the requirements of the job.
• Ensures skills assessments and competency-based training takes place as and when required.
• Builds organisational capabilities through evaluating likely future requirements and ensuring that individuals are provided with the best possible development opportunities in line with these.
• Creates an environment in which learning and development are emphasised and valued.
• Takes personal responsibility for coaching and mentoring others.
• Effectively delegates authority and responsibility, in line with business objectives, to ensure the empowerment, motivation and effectiveness of all direct and indirect reports.
• Promotes a culture where the values of the Bank are seen to be ‘alive’
• Ensures the implementation of the leadership promise and employee engagement programme.
• Encourages team members to express their views, resolves issues raised by the team, escalates issues if required, and provides feedback to teams on an ongoing basis.
• Develops and maintains an open communication channel with direct reports and supports staff to foster greater co-operation and teamwork.
• Monitors and manages the performance and development of staff within the area. This includes regular one-on-one feedback sessions, conducting mid-year and final performance appraisals, as well as the moderation and relative distribution of all appraisals for the team.
• Ensures staff are appropriately and consistently rewarded and recognised for their achievements and outputs.

Risk management

• Limit potential losses to the bank by ensuring that laid-down instructions are adhered to within the Vendor’s operations
• Conduct due diligence on the sustainability of vendors and liaise with the appropriate stakeholders to develop the appropriate contingency plans.
• Identify, assess and manage the risks associated with outsourcing core functions of the business and conduct an annual risk assessment in conjunction with the vendor management framework
• Ensure that Disaster Recovery and Business Continuity are extensively covered by the Vendor to reduce or mitigate risk to the bank.
• Manage all legislative and banking compliance within agreed levels of authority for all Vendors and with all applicable laws, regulations, group policies and procedures.
• Ensure that an effective control structure is managed and maintained to ensure appropriate segregation of duties.
• Ensures that disciplinary action and grievances are addressed and aligned to the Standard Bank policies and procedures

Learning and Growth

• Manage and monitor the performance levels of staff by conducting regular performance reviews, recognising, and managing poor performance and re-enforcing key accountabilities.
• Assess skills levels and constantly provide training, coaching and encouragement to staff. Where appropriate awarding staff for service excellence.
• Foster a culture of teamwork and staff satisfaction.
• Monitor the training and development of consultants
• Attend job related and leadership workshops.
• Ensure that competency-based training programmes commence within the area.
• Support and drive training interventions to address performance / development gaps.
• Ensure that staff training requirements are attended to.
• Ensure that staff are kept up to date regarding changes/enhancements to products and processes which impact customer service

Qualifications

• Bachelor's degree in Business or Commerce related field
• Microsoft Office (Outlook, Excel, Word, PowerPoint, etc.) Organized
• Strong leadership skills

Experience

• Minimum of 5 years experience in operations / banking / project management / business analysis
• Knowledge of operational processes and procedures
• Knowledge of item and transaction processing within the bank
• Knowledge of the branch network and the operations of various departments, core systems and products
• Experience in project management to be able to meet specific project goals and objectives
• Analytical problem-solving experience

Key Responsibilities

REHABILITATION AND COLLECTIONS OF THE NON-PERFORMING LOANS PORTFOLIO

• Guides and mentors’ staff to identify opportunities where distressed debt solutions can be provided to customers and staff alike in order that they can be rehabilitated back to the performing loans portfolio
• Designs the required strategies and formulates effective tactical plans to maximise collections on unwilling customers through instituting legal and collections actions in the most efficient manner to reduce the monthly impairment charges
• Ensures that all the required processes, systems and controls are relevant to effectively manage Attorneys, Liquidators, Trustees, Executors and Debt Collection Agencies to minimise Credit losses to within agreed targets
• Ensures that in-house and outsourced collections strategies are effectively executed in order to achieve agreed collections rates
• Ensures that robust repossession, storage and disposal controls are in place to facilitate the securing and realisation of the Bank’s assets
• Operates within delegated authority levels and ensures that subordinates have the requisite mandates to perform their daily tasks
• Actions delegated tasks from the Head, Rehabilitation and Recoveries within specified deadlines and reporting requirements
• Reports suspicious transactions to Fraud Prevention Services and to the Money Laundering Officer where appropriate
• Ensures consistency in the execution of Bank policy and procedures in order to adhere to all laid down governance requirements regarding actions instituted in the non-Performing portfolio
• Ensures continuous improvement on set performance benchmarks in order to yield optimal performance levels
• Evaluates and improves on existing practices within Specialised Recoveries in order to ensure continued effectiveness and processing efficiencies
• Acts within the prescribed mandate insofar instituting legal action and supporting of Liquidators
• Represents the Bank during Court Cases as the primary witness and liaises directly with Bank’s Attorneys
• Signs Legal documentation where required within mandate on all matters handed to Attorneys
• Supports the appointment of vendors within mandate

Measures:

• Implementation of appropriate measurements and processes required for an efficient and effective team
• Satisfactory ratings on internal and external audits
• Maintain capabilities aligned to the CART assurance standards
• Value of monthly provisions reduced within agreed budget
• Collections rates as per agreed targets
• Impaired portfolio within budget
• Production and distribution of agreed performance outputs and benchmarks
• Cost/Recovery ratios within budget

STRATEGY MANAGEMENT

• Guides and mentors’ staff to identify opportunities to increase recovery rates to exceed monthly targets
• Designs the required in-house and outsourced strategies and ensures diligent execution to maximise performance, this must be done in collaboration with the Manager partnerships in as far as outsource strategies are concerned
• Ensures that all the required processes, systems and controls are relevant to effectively manage the in-house accounts to achieve set recovery targets
• Ensures that robust repossession, storage, and disposal controls are in place to facilitate the securing and realisation of the Bank’s assets
• Operates within delegated authority levels and ensures that subordinates have the requisite mandates to perform their daily tasks
• Adheres to the requirements of the Credit Agreements and Usury Acts
• Ensures consistency in the execution of Bank policy and procedures to adhere to all laid down governance requirements regarding actions instituted in the Written off portfolio
• Ensures continuous improvement on set performance benchmarks to yield optimal performance levels
• Evaluates and improves on existing practices within Recoveries in order to optimise processing efficiencies
• Acts within the prescribed mandate insofar capital and/or interest compromises and the classification of accounts as ‘irrecoverable’

STAKEHOLDER MANAGEMENT

• Ensures internal stakeholder management through regular reporting on the performance of the Non-Performing Loans insofar the net provisions raised and recoveries on account of bad debts
• Provides suitable advice as and when required, regarding the legal, collections and recoveries processes to internal stakeholders and external service providers to manage expectations regarding performance outcomes and trends in the portfolios

MIS PROVISION AND INTERPRETATION

• Analyses credit data on a daily, weekly, and monthly basis to highlight efficiency gains and identify adverse trends requiring management interventions that consequently assist in achieving set targets and credit process efficiencies – for NPL
• Ensures the production and distribution of agreed performance outputs, i.e actuals vs set targets and reports that provide the required Portfolio insights to management and other stakeholders
• Dynamic Management Information that articulates the department’s activities, outputs, trends and performance
• Provide accurate data and reports timeously, inclusive of the processes governing the outsourcing of accounts with regard to account distribution by performance
• Provide relevant recommendations and suitable action plans to stakeholders as and when required, specifically as it relates to costly, protracted Legal matters

COST MANAGEMENT

• Manages Legal and Collections costs within agreed budgets for the Legal portfolios in the NPL and Recoveries departments.
• Manages headcount for the Specialized Recoveries and Recoveries department within approved target.

PEOPLE MANAGEMENT

• Responsible for inspiring, motivating, leading, and managing the team
• Responsible for the recruitment, development, and retention of relevant skills to meet the business needs
• Ensures the effective selection of staff by matching the skills and competencies to the requirements of the job
• Ensures skills assessments and competency-based training takes place as and when required
• Builds organisational capabilities through evaluating likely future requirements and ensuring that individuals are provided with the best possible development opportunities in line with these
• Creates an environment in which learning, and development are emphasised and valued
• Takes personal responsibility for coaching and mentoring others, especially as it relates to the correct application of the various Laws within the departments
• Effectively delegates authority and responsibility, in line with business objectives, to ensure the empowerment, motivation and effectiveness of all direct and indirect reports
• Promotes a culture where the values of the Bank are seen to be ‘alive’
• Encourages team members to express their views, resolves issues raised by the team, escalates issues if required, and provides feedback to teams on an ongoing basis
• Develops and maintains an open communication channel with direct reports
• Monitors and manages the performance and development of staff within the area
• Ensures staff are appropriately and consistently rewarded and recognised for their achievements and outputs
• Ensures that disciplinary action and grievances are addressed and aligned to the Standard Bank policies and procedures
• Maintain satisfactory ratings from all internal and external stakeholders including audit and similar functions
• Number of external courses attended by staff
• Frequency of internal connect and feedback sessions
• Formal training programme in place which addresses skills shortages and EPM PDP requirements
• Appropriate and consistent participation in the Bank’s Reward and Recognition schemes
• Diligent application of the Bank’s Performance Management processes

Qualifications

• Bachelor's degree in Business or Commerce related field

Experience

• Minimum of 4 to 5 years experience in operations / banking / project management / business analysis
• Instituting the appropriate legal action against recalcitrant debtors by effectively applying the required litigation options in order to facilitate successful Court verdicts. Legal and Collections experience with a sound understanding of how the Law relates to the principles of financial credit risk management procedures. Exposure to and experience in Banking / Financial institution related legal and collections matters is a valuable benefit. Application of knowledge, experience and sound judgement in formulating solutions to rehabilitate through the application of various collection tactics, or via the institution of legal proceedings.
• Experience in managing a Collections department with the ability to manage and lead staff effectively to achieve the required results. Experienced in the understanding of credit risk assessment procedures to determine the best route of actions to be applied – both as it relates to unsecured and secured lending products.