Absa Recoveries Team Leader Jobs in Kenya

Absa Recoveries Team Leader Jobs in Kenya

Job Purpose:

Reporting to the Collections/Recoveries Manager, the role holder will be.

Responsible for managing the productivity of collections and recoveries agents by providing direction, instructions, support, coaching and guidance to team.

Leading team to fully employ agreed Collections & Recoveries strategies/initiatives to achieve set monthly targets and within policy guidelines and regulations to minimize credit losses.

[Main accountabilities

Business Management

Manage a retail product/s segment/s as agreed with the campaign manager

Oversee distribution of workflow on collections accounts to team members to ensure an equitable and fair allocation and manage any anomalies that may arise when need arises

Drive and ensure completion of appropriate and timely collection actions by team in line with broad policy guidelines, collections strategy, process, and regulatory requirements to prevent further aging of the credit facilities and prevent deterioration of portfolio

Review collection /recoveries escalations by team members to advice on alternative collection steps

Follow up on collections/recoveries exceptions that require further review by the campaign manager and collections & recoveries leadership for alternative debt management considerations

Ensuring accurate reporting on team’s projections on performance and actual team collection activity and productivity while addressing any issues arising

Oversee distribution of workflow on collections accounts to team members to ensure an equitable and fair allocation and manage any anomalies that may arise when need arises.

Drive and deliver excellent performance against agreed stated stretching targets while leading a team

Be a contact point for customer escalations on collection related matters affecting the team

Customer Obsession

Support team with correspondences to customer to ensure that the team’s collection portfolio operates well and that subsequent action to be taken on the account, if required, are not unduly delayed

Always embed World class customer service and standards

Be the first point of contact/escalation/resolution of customer issues affecting the team.

Analyze customer issues, queries, complaints to determine root cause and deliver tactical and strategic improvements to team portfolio

Ensure all queries and complaints received by self and the team are logged on BOC and consequently resolved and closed

People and Teamwork

Provide regular performance related coaching and feedback ensuring a highly motivated and energized team with the capacity of achieving optimal performance levels

Monitor team members' participation via real-time call monitoring to ensure the training they are being provided is being put into use, and to see if any additional training is needed

Work with minimum supervision and ensure, that the line reports are kept fully always informed on all matters to be addressed within the team

Build effective relationships with branch network and key support functions that will improve overall collections performance

Constantly seek to improve ways of working by challenging the status quo and supporting an empowering climate

within the team, sharing knowledge, experience, and best practice with a view of improving performance

Embed performance management and personal development objectives for direct reports by developing and agreeing on individual performance objectives and measures

Pursue self-development to increase personal effectiveness, acknowledging strengths and areas for development

Participate in local events to support local needs, develop individual and team skills
and raise the Absa bank profile in the local community

Ensure leave plan for the team is in place and adhered to

Controls

Ensure that the team delivers on collection control requirements in a robust and rigorous control environment

Adherence to banking policies and procedures

Ensure operational standards are maintained by team with achievement of high quality, manageable cost and high service level standards

Review collections systems to ensure that they are adequately updated by team members with appropriate collection actions and taking necessary actions where this is not adhered to

Undertake timely review and actioning of collections daily, weekly and monthly reports on the team’s portfolio of credit facilities and take appropriate actions in line with policy guidelines.

Identify risks in the collection’s environment and drive for effective measures to mitigate the risks

Technical Competencies

Meeting Customer Needs

Business Awareness

Communication (Both Verbal and written)

Forward Planning and organization

Analysis and Judgment

Quality Conscious

Adaptability to change

Decision Making

Problem Solving

Strong PC skills

Negotiation and influencing skills

Debt collection & Recovery skills

Management skills

Team leadership

Credit management Skills

Operational excellence

Risk management techniques

Performance management

Knowledge, Experience & Expertise

Essential

University degree or equivalent professional qualification

High degree of interpersonal skills when dealing with a range of people and situations.

A good understanding of Absa Retail Group Credit Policies, collection & recoveries Policy and collection& recoveries strategy

Good knowledge of the general canons of good lending and credit risk assessment

Basic knowledge of the bank’s customer service standards

Understanding of the retail customer proposition and services

Understanding of banking and debt management systems

Good computer skills and ability to learn new software/applications quickly

Knowledge of the Bank’s bookkeeping procedures and systems

Preferred

Understanding of the local competitor market

Experience in operations management

Customer service experience

Relationship management experience

Basic Risk Management techniques

How to Apply

For more information and job application details, see; Absa Recoveries Team Leader Jobs in Kenya

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