Operations Manager

Our client is a an industry leader in providing clients with successful business process outsourcing (BPO) solutions. Our clients products include outsourcing of portfolios including: accounts receivable management, customer management services, and back office services for a diversified customer base

Description
Deliver standards of excellence in maximising revenue, profitability and efficiency through the management of a collections floor dealing with all matters associated with the client and operation, to include managing costs and delivering full adherence to market specific service level agreements (SLAs), exceeding internal targets and ensuring full compliance.

Principal Responsibilities
• Manage all Operational Team Managers and staff to company minimum standards, promoting consistency and excellent standards of collections and performance, at all times leading by example.
• Provide ongoing strategic reviews of collection strategies to deliver maximum revenue and number one competitive position monthly, pro-actively making changes when required.
• Maintain open and effective lines of communication between staff and management at all levels.
• Set and monitor performance targets and goals for all teams and operation as a whole.
• Participate in the recruitment, selection and ongoing training of staff, to include motivation, team building and development to ensure quality results.
• Possess an in-depth understanding of the client’s and organisations expectations and goals.
• Maintain close interaction with the client in order to partner for the achievement of common goals.
• Possess in-depth understanding of the drivers needed to succeed in a highly competitive arena with high visibility at board level.
• Participate in on-site audits, provide the appropriate commentaries and instigate gap analysis in order to rectify.
• Create and articulate scheduled and ad-hoc management information (MI) reporting in both high level and granular detail for the designated operation.
• Act as a full mentor to new and existing Team Managers/ Direct Reports in order to guide them through their management development programmes and on-going development.
• Ensure personnel issues (e.g., punctuality, absenteeism, dress code, conduct) are appropriately, consistently and promptly managed whilst demonstrating the necessary level of discretion.
• Monitor training needs and liaise as appropriate to ensure that staff members are working in a competent and fully compliant manner.
• Assist in the preparation and delivery of monthly appraisals, to be performed in line with monthly review meeting with each direct report in order to review performance, personal development and hence identify future development opportunities.
• Hold regular and structured team meetings to share best practices, create openness and discuss suggestions and new initiatives.
• Create a culture of trust, integrity and pride amongst all staff, through appropriate information sharing, recognition and reward.
• When requested, lead and facilitate operational projects that arise.
• Attend and contribute to Leadership Team meetings to aid the future success and growth of the business.

• Build strong inter-departmental relationships and communicate clear and concise requirements including deadlines.
• Responsible for respective department’s overall performance and for motivating team to exceed department goals and objectives.
• Knowledge, understanding, compliance, and enforcement of applicable legislation and local laws and regulations relating to job duties
• Knowledge, understanding, and compliance with policies and procedures.
• Accountable for all decisions, actions, and directives with respect to job responsibilities.
• Follow up in a timely manner to ensure client satisfaction.
 Provide feedback to management concerning possible problems or areas of improvement.
 Make recommendations to implement improved processes.
 Perform other duties as assigned by management.

Qualifications
• University Degree or equivalent in relevant work experience.
• 2 years collections industry experience in a management role required.
• High level of verbal and written communication skills, relationship building skills and leadership skills.
• Excellent working knowledge of all Microsoft Office products.
• Ability to lead and manage other managers and a department in excess of 40 full time employees.
• Ability to assimilate company and client data into valuable information in order to make informed decisions.
• Ability to demonstrate discretion and professionalism at all levels, internal and external.
• Ability to maintain the highest level of confidentiality.

Scope
• Manage a collections team to include Operations Team Managers and staff
• Relationships:
o Internal –
o External –

Work Environment
• Office environment.

Disclaimer
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Employer reserves the right to modify this job description, including by adding, removing, and altering job duties.

Please submit your cv in the first instance – should you not hear from us within 2 weeks you have been unsuccessful on this ocassion.