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Key Performance areas

• Managing External Customer Debt collections
o Improve performance and communication skills.
o Ensure 100% probation sign off.
o Managing External debt Collectors Company
o Scrutinizing settlements and debit orders obtained.
o Setting up performance meetings with the EDC`s
o Managing performance and target.
o Formulate the appropriate recovery strategy to recover as much as possible and to mitigate any additional requirements.
o Engage with higher levels on a matter to matter basis regarding complex settlements and decision making.
o Informing suppliers through monthly reporting of any payment files outstanding and provide feedback moving forward.
o Distribution performance target and STP target for the month
o Mitigate recoveries and execution of Accounts

• Performance Management
o Improved performance.
o Assertive engagements with clients and suppliers
o Identify poor performance trends and recommendations to management.
o Improved bench strength
o Preparing MI for stakeholders and management
o Ensuring that queries and complains are attended within SLA
o Identify gaps and problems within operations process
o Ensuring that calls are quality assessed and audited
o Right skills at the right place
o Setting up monthly withdrawal/placements

• Organisational Climate
o Improved Management and stakeholders engagement levels.
o Preparing weekly steerco reports and recommendations?
o Treating Customers fairly.
o Improved customer services.
o Create a culture of recognition.

• Debt Collections Management
o Improved leadership results.
o Serving Debtor with Paid up letters and feedback on Queries
o Managing monthly audits notes and Call Quality
o 100% execution of settlements accounts
o Delivering results and meeting customers expectations