Head: Collection Capabilities and Optimization

at  Absa Bank Limited

Empowering Africa’s tomorrow, together…one story at a time.
With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.
Job Summary
To develop tactical strategy and delivery plans, formulate associated practice/s and to ensure operational implementation and adoption i.t.o. operations and administrative management methodology, governance and delivery objectives. The head of capabilities leads an enablement team that supports the collections operations and strategy teams end to end.
Job Description
Operations Strategy: Set and cascade the operations strategy in alignment with functional strategy, and ensure resources are in place for its execution | Operational Excellence: Oversee the design, implementation, maintenance and continuous improvement of operational activities | Change and programme management: Oversee and direct the implementation of change programmes aimed at driving business strategy and improving operational efficiency | Business Risk and Compliance Management: Oversee the implementation of, and conformance to, Group Risk and Compliance requirements within the operating environment, in line with set risk appetite | Stakeholder Management: Actively promote and manage the collaborative engagement of internal and external stakeholders, including regulators, suppliers, clients, service providers, business partners and other Absa entities | People Management: Coach, mentor and manage team members toward driving business objectives and ensuring colleague development | Governance: Ensure the fulfilment of all required governance activities, including tracking and reporting

Accountability:

• Collections transformation: To effectively plan, manage and deliver change initiatives that will advance the Everyday Banking collections and recoveries. This entails both strategic and non-strategic book of work items. As the head of capabilities, this role is critical in leading delivery teams across multiple disciplines and teams within the organization.
• Systems enablement: Drive the enablement of collections operations through the following appropriate systems and technology i.e. voice & non-voice; robotics; debt manager (collections system) etc.:
• Incident management
• Deployment of change requests
• User Acceptance Testing (UAT) support teams
• Dialer and workforce management: Responsible for ensuring the effective usage of voice technology (Avaya dialer); drive the improvement in contactability and digital engagement; adequate management of workforce through effective scheduling and planning;
• Operational excellence: To manage the performance coaches and ensure that operational processes and procedures are executed in line with best in class collections standards;
• Quality assurance: independent quality assurance of collections operations; insights sharing both from the customer and collector engagements
• Management Information (MI), (BI),reporting and analytics: Lead an effective MI/BI team that reports on operational performance and provides management with views to support daily/weekly/monthly decision making through data driven insights.

Education and Experience Required

• Minimum NQF level 8 – Bachelor’s degree – Bcom or related
• Masters degree – desirable
• Credit Risk experience
• Minimum 8 years’ experience in a Financial Institution
• Minimum 5 year’s managerial experience
• Experience in utilizing data and technology to enhance collections capabilities

Knowledge & Skills: (Maximum of 6)

• Innovation and Continuous Improvement
• Familiarity with statistical tools and software
• An understanding of the operations of a banking service environment
• Experience in managing projects, including planning, execution, and monitoring
• Keeping abreast of changes in industry and developing own competency through continuing education

Education
Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)
Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.
Absa Bank Limited reserves the right not to make an appointment to the post as advertise

• Collections transformation: To effectively plan, manage and deliver change initiatives that will advance the Everyday Banking collections and recoveries. This entails both strategic and non-strategic book of work items. As the head of capabilities, this role is critical in leading delivery teams across multiple disciplines and teams within the organization.
• Systems enablement: Drive the enablement of collections operations through the following appropriate systems and technology i.e. voice & non-voice; robotics; debt manager (collections system) etc.:
• Incident management
• Deployment of change requests
• User Acceptance Testing (UAT) support teams
• Dialer and workforce management: Responsible for ensuring the effective usage of voice technology (Avaya dialer); drive the improvement in contactability and digital engagement; adequate management of workforce through effective scheduling and planning;
• Operational excellence: To manage the performance coaches and ensure that operational processes and procedures are executed in line with best in class collections standards;
• Quality assurance: independent quality assurance of collections operations; insights sharing both from the customer and collector engagements
• Management Information (MI), (BI),reporting and analytics: Lead an effective MI/BI team that reports on operational performance and provides management with views to support daily/weekly/monthly decision making through data driven insights