Job Description
Job Purpose
To provide comprehensive support to the Pre – NPL Manager by exercising effective control and managing a team of Collections Officers to normalise arrear accounts and limit the maturing of arrear accounts into the NPL status; further assist by implementing and improving strategies to ensure that present and future departmental objectives are achieved.
To manage Collections Officers on rectification and clearances of accounts that flow into arrears and limiting the ageing of accounts into NPL, across all unsecured products
The diligent management of the ongoing deliverables in terms of call and coaching strategies and calibration sessions.
To ensure individual and team achievement insofar requisite metrics.
To ensure constant feedback sessions with all Collections Officers daily for progress on arrear account rectification.
Provide constant feedback regarding arrear accounts to the Pre – NPL Manager
To ensure timeous and correct collection procedures are followed
Operate within delegated authority levels and ensure that staff reporting in have sufficient levels of mandate to perform day to day operations.
Maintain and enhance customer service.
Drive and maintain work quality standard and ensure adoption of the quality assurance framework
Key Responsibilities
REHABILITATION AND COLLECTIONS OF THE PRE-NPL 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
Supports the Pre-NPL Manager and the Manager partnerships by ensuring 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 robust repossession, storage and disposal controls are in place to facilitate the securing and realisation of the Bank’s assets
Reports suspicious transactions to Fraud Prevention Services and to the Money Laundering Officer where appropriate
Ensures continuous improvement on set performance benchmarks in order to yield optimal performance levels
Acts within the prescribed mandate insofar instituting legal action and supporting of Liquidators
STRATEGY MANAGEMENT
Coaches and supports staff to identify opportunities to increase recovery rates to exceed monthly targets
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
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
Ensures continuous improvement on set performance benchmarks to yield optimal performance levels
Evaluates and improves on existing practices within Rehabilitation in order to optimise processing efficiencies
STAKEHOLDER MANAGEMENT
Ensures internal stakeholder management through regular reporting on the performance of the arrears accounts insofar the net provisions raised
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 Pre -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
QUALITY ASSURANCE
Drive the achievement of collections benchmarks within the right standards of QA
PEOPLE MANAGEMENT
Responsible for inspiring, motivating, leading, and managing the team
Support the recruitment, development, and retention of relevant skills to meet the business needs
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 requirement.
Diligent application of the Bank’s Performance Management processes
Qualifications
Minimum Qualifications
Risk Management
Risk & Corporate Affairs
3-4 years
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.
1-2 years
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.
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