Standard IBTC Bank is a leading African banking group focused on emerging markets globally. It has been a mainstay of South Africa's financial system for 150 years, and now spans 16 countries across the African continent.
Effective risk management is fundamental to the business activities of the Standard Bank Group (group). While we remain committed to increasing shareholder value by developing and growing our business within our broad determined risk appetite, we are mindful of achieving this objective in line with the interests of all stakeholders.
Standard IBTC Bank is recruiting to fill the position of:
Job Title: Collections Team Leader
Job ID: 12701
Location: Lagos Nigeria
Position Description
- To manage and control rehabilitation strategies within the Call Centre Environment with the aim of maximizing collection effectiveness and efficiency.
- To assist the Head of Rehabilitations and Recoveries in staff optimization and development to manage the staff and their development.
Key responsibilities
- Effectively drive the rehabilitations strategies, call strategies and coaching strategies to achieve the set targets.
- Ensure and control adequate daily workload for team..
- Effective supervision of the team to ensure regularisation of all pre-NPL accounts and
- 90 – 180dpd accounts.
- Facilitate watch list of accounts when due.
- Compliance with statutory and regulatory requirements to avoid sanctions.
- Facilitate weekly meetings with rehabilitations manager to discuss high care accounts
- Daily monitoring of calls for quality assurance.
- Daily coaching sessions with team members to address and close up gaps.
- Maintain coaching logs for team members.
- Identify knowledge and skill gaps with a view to recommending remedial actions.
- Effective workforce planning to accommodate shrinkage.
- Maintain and enhance customer service in team.
Key performance measures
- Rehabilitation metrics as agreed in KRAs.
- Roll rates not to exceed agreed targets.
Key dimensions of the job
- Responsible for direct reports.
Required Skills and Qualifications
Knowledge
- In depth knowledge of the collection process in order to lead and control team.
- Sound knowledge of the Bank’s lending products and relevant statutory legislation pertaining to the collection of arrears.
- A good understanding of the bank’s systems, policies and procedures in order to optimally draw on the available information to maximise the effectiveness of the team.
- Branch network knowledge.
- Working knowledge of MS Office suite with emphasis on MS Excel.
- Minimum of a first degree in social sciences.
Experience
- Two years experience in a bank collections centre.
Required Competencies
Important relationships
Internal:
- Develop and maintain working relationships with Relationship, Branch & Business Managers, other units of Credit Risk Department, PBB Department and other relevant stakeholders.
External:
- Maintain and enhance customer service in team.
Personal competencies
- Conflict management skills
- People Management skills
- Negotiation skills
- Good reporting skills
- Sound judgement abilities
- Empathy
Application Closing Date
22nd September, 2014
How to Apply
Interested candidates should
Click here to apply