Provides input to operational plans and ensure that the team follows the operational plans which emanate from the Collections strategy, policies and procedures.
Plot the daily course of action for the team to achieve its objectives and recommend solutions to solve day-to-day operational issues.
Manage Turnaround times, work queues and SLA’s
Review business process and mandates
Identify and escalate risks associated with customer service delivery technology, product, resource planning and team performance.
Manage the achievement of all collections targets both quantitative and qualitative.
Manage relationships with internal stakeholders
Contribute to the achievement of collections targets by integrating and communicating with the Contact Centre, Resource Management, Training and QA and assisting in dealing with difficult customers and queries.
Produce accurate and timeous presentations, reports and analysis on stats results and operational activities where required.
Manage performance of staff according to Woolworths Financial Services people processes including:
Evaluate staff performance, identify performance gaps and give feedback and coaching.
Measure staff skill and knowledge according to predefined KPA’s and KPI’s both qualitative and quantitative.
Motivate, coach and lead staff.
Manage other daily people issues including termination processes, overtime, leave, attendance etc.
Develop career paths.
From September 2008
Qualifications & Certifications
Marketing for Tourism, Tourism Management, Tourism Practice.
Tswane University of Technology