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Job Title:   Senior Collections & Recoveries Manager

Organisation: Absa Bank Uganda

Duty Station: Kampala, Uganda

About US:

Absa Group Limited (formerly Barclays Bank UK) is a diversified standalone African financial services group, delivering an integrated set of products and services across personal and business banking, corporate and investment banking, wealth, investment management and insurance. Absa Group Limited is listed on the JSE and is one of Africa’s largest diversified financial services groups with a presence in 12 countries across the continent and around 41 000 employees.

Job Summary:   The Senior Collections & Recoveries Manager will be providing strategic direction in driving and ensuring implementation of Collection and Recoveries strategies and other related strategies. Responsible for;

• 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

Key Duties and Responsibilities:

Accountability:  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.
• Participate in local events to support local needs, develop individual and team skills and raise the profile in the local community
• 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

Accountability:  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
• Accountability: 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.

Accountability:  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 Preferred Qualification

Qualifications, Skills and Experience:

• The applicant must hold a University degree or equivalent professional qualification
• Awareness of Retail Group Credit Policies, Collection & Recoveries Policy and collection & recoveries strategy
• A good understanding of the banking policies, principles and procedures
• Ability to work under great pressure to meet changing time deadlines
• A good understanding of workflow management
• Understanding of the Retail, Service Delivery and Corporate proposition and services
• A general knowledge of the following statutes and laws: Data protection laws, Consumer Credit act legislation, International Credit policy, 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 branches network.
• Detailed understanding of the bank’s Performance Management model
• Experience in Leading a team
• 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 and Debt collection agencies
• Basic credit management techniques Values Approvals
• Relationship management experience
• Basic Risk Management techniques

How to Apply:

All suitably qualified and interested candidates who wish to join ABSA Group in the aforementioned capacity should apply online at the link below.

Click Here

Deadline: 17th April 2024

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