Job Summary

• Providing strategic direction in driving and ensuring implementation of Collection and Recoveries strategies and other related strategies
• Initiatives leading to cost reduction and efficient processes
• Team capacity reviews and embedding the people agenda
• Managing key stakeholders
• Ensuring conformance adherence to regulatory requirements and internal bank policies and standards.
• Vendor management

Job Description

Key Accountabilities

Business Management

• Ensure all secured recoveries strategies including outsource, rehabilitation and repossession are duly actioned within stipulated timelines and in line with strategy
• Monitor the financial performance of the team regards to the set targets.
• Ensure that processes, control requirements and risk management frameworks that have been designed for the area are understood by all members of the team.
• Assist the team with the financial performance of the team members in terms of targets that are set.
• Constantly seek to improve ways of working by challenging the status quo and supporting an empowering climate within the team, sharing knowledge, experience, best practice and providing constructive feedback as required.
• Share best practice with and provide feedback to the team with a view to continuously improve the performance standards.
• Pursue self-development to increase personal effectiveness, acknowledging strengths and areas for development.
• Ensure collection of access cards from employees leaving the department and send instructions to IT and HR to remove their systems access.
• Participate in local events to support local needs, develop individual and team skills and raise the profile in the local community

People Management

• Lead the team to ensure effective management of collections
• Ensure that operational targets including prioritisation of work schedules are achieved.
• Identify the need for additional resources including people, budget, and equipment
• Ensure that business unit’s strategy is implemented through the team members.
• Develop and monitor the achievement of performance objectives in the team
• Ensure compliance to policies, legislation and regulations and that staff compliance training and attestations are in place
• Encourage frequent knowledge sharing between team members
• Identify developmental needs with the team and propose required training plans to satisfy those needs.
• Develop a succession plan for the team.
• Monitor leave plans to ensure adequate coverage
• Monitor overtime and ensure that is kept to a minimum
• Address poor performance of any team member through the formal Performance accelerator programme
• Create an enabling work environment for the team.
• Ensure that the required training is completed within prescribed timelines.
• Ensure shifts have sufficient capacity and escalate where concerns are noted

Operations Management

• Monitoring of productivity dashboards to ensure key metrics are met and manage any poor performance
• Recommend restructures for clients according to set parameters.
• Ensure that customer complaints processes are timeously and appropriately actioned by officers / agents accordingly within 48-hour SLA agreement
• Assist the team with complicated queries 
• Implement, monitor and track the proposed Collections strategy
• Ensure the Collections business rules are aligned to the policies and procedures e.g., Dress code, Telephone Abuse Policy
• Ensure satisfactory service delivery.

Business Management

• Ensure that adequate controls are in place and regulatory requirements adhered to.
• Ensure all control and audit issues are addressed in good time.
• Ensure that all information required by the auditors is provided timeously.
• Ensure that all risk and loss events because of error or fraud highlighted in the department are logged and thoroughly investigated and closed or escalated as per policy.
• Ensure that the team understands all compliance requirements and highlight gaps to the manager (i.e., SOX Compliance, ACM, TCF, House rules, etc).
• Ensure that team members participate in BCM tests at the required intervals and document test results.
• Identify and develop Detailed Risk and Control Assessments (RCA’s) for the team and updated at the required intervals (normally quarterly).
• Ensure that team members understand the control requirements related to physical and systems access control and information security requirements
• Develop action plans to effectively reduce and manage risk issues
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and Internal Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role

 Customer Service

• Experience a consistently high standard of well-integrated customer service through reducing action line complaints.
• Ensure customer orientation and focus across the business unit by continuously communicating the message of customer and contracting the delivery of training and other interventions on a frequent basis.
• Identify and execute initiatives to exceed needs and expectations of customers and contract the delivery of targeted interventions within the contact centre and the late-stage department

Qualifications

• University degree or equivalent professional qualification
• Awareness of Group Credit Policies, Collection & Recoveries Policy and strategy
• A good understanding of the banking policies, principles and procedures
• Ability to work under great pressure to meet strict deadlines
• A good understanding of workflow management
• Understanding of the Retail, Service Delivery and Business banking proposition
• A general knowledge of Kenyan law specifically impacting banking and employee management e.g. Data protection laws, Consumer Credit legislation, International Credit policy/standards, Guide to management of risk and personnel &training requirements policy,
• Understanding of banking IT systems and telephony systems affecting the work area.
• Knowledge of the Bank’s bookkeeping procedures and systems.
• General knowledge of services and functions of Head Office and branch network.
• Detailed understanding of the bank’s Performance Management model
• Understanding of IFRS9

Experience

• Understanding of the local competitor market
• Experience in an operations environment
• Prior experience in resolving customers queries/complaints
• Prior experience working with service providers
• Experience in managing a team
• Basic credit management techniques Values Approvals
• Relationship management experience
• Basic Risk Management techniques
• Impairment management
• Well versed with models and management information tools
• Experience in Leading a team and working with different stakeholders