COLLECTIONS TEAM LEADER (x6 positions) – FNB Botswana

1. COLLECTIONS TEAM LEADER (6*) – IRC204608

To lead and supervise a team of collectors in order to ensure they achieve quality and productivity targets by optimally leveraging resources and support functions.

Duties and responsibilities include, but are not limited to;

• Report on own and team transactional and process activity progression within set guidelines to provide timely information for decision making
• Develop a short-term delivery plan and coordinate team activity to ensure that agreed objectives and standards are met and associated risks are escalated.
• Assist team with the identification and resolution of problems and provide solutions that leads to improved service delivery and quality
• Constantly align own and teamwork in response to changes in standards, procedures and processes to deliver on performance objectives and improve quality
• Maximize productivity through efficient planning, people and processes to drive optimal utilization of available resources.
• Ensure own and team adherence to set governance and compliance procedures and processes, continuously identifying and escalating risks.
• Comply with governance in terms of legislative and audit requirements.
• Encourage contribution to a culture of customer service excellence, which builds positive relationships and provides opportunity for feedback
• Build a strong appreciation of customer needs and ensure team understanding and adherence to service delivery principles, aligning where necessary
• Monitor and coach behaviors that ensure a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service.
• Ensure team adherence to specified policies, standards and procedures to prevent and reduce wastage and escalate associated risks
• Supervise collection of arrears in line with mandates.
• Manage costs / expenses within approved budget to achieve cost efficiencies.
• Coach to improve performance and develop skills of team members.

Education & Experience:

• Diploma in Business studies or related field (with Degree being advantageous)
• Must be proficient in Excel and data analysis tools.
• 2-3 years Banking Experience

Competencies & Skills:

• Business acumen/commercial awareness
• Analysis and attention to detail
• Creativity/Innovation
• Problem solving
• Conflict management
• Influencing and impact
• Verbal and written communication (inc. Listening)
• Building the brand
• Building relationships
• Customer Service

 

Interested applicants are requested to log onto

https: www.firstrandjobs.mobi/  and upload their curriculum Vitaes (CVs) no later than 9th September 2021.