As a Senior Manager for Collections at Absa Bank Limited, you will provide strategic direction in driving and ensuring the implementation of Collection and Recoveries strategies. Your role involves overseeing initiatives leading to cost reduction and efficient processes, performing team capacity reviews, and embedding the people agenda. You will manage key stakeholders and ensure conformance to regulatory requirements and internal bank policies and standards.
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 against set targets.
Ensure that processes, control requirements, and risk management frameworks designed for the area are understood and implemented by all members of the team.
Constantly seek to improve ways of working by challenging the status quo and supporting an empowering climate within the team, sharing knowledge, experience, and best practice.
Participate in local events to support local needs, develop individual and team skills, and raise the profile in the local community.
Ensure collection of access cards from employees leaving the department and manage IT/HR access removal.
People Management
Lead the team to ensure effective management of collections and achievement of operational targets.
Identify the need for additional resources including people, budget, and equipment.
Develop and monitor the achievement of performance objectives in the team.
Identify developmental needs and propose required training plans to satisfy those needs.
Develop a succession plan for the team and monitor leave and overtime plans to ensure adequate coverage.
Address poor performance through the formal Performance accelerator programme.
Ensure shifts have sufficient capacity and escalate concerns where noted.
Operations Management
Monitor productivity dashboards to ensure key metrics are met and manage poor performance.
Recommend restructures for clients according to set parameters.
Ensure customer complaints processes are timeously and appropriately actioned within the 48-hour SLA agreement.
Implement, monitor, and track the proposed Collections strategy and ensure rules are aligned with policies (e.g., Dress code, Telephone Abuse Policy).
Risk and Compliance
Ensure adequate controls are in place and regulatory requirements (e.g., SOX, TCF) are adhered to.
Address all control and audit issues in good time and provide information to auditors timeously.
Log, investigate, and escalate risk/loss events resulting from error or fraud.
Identify and develop Detailed Risk and Control Assessments (RCA’s) for the team, updated quarterly.
Develop action plans to effectively reduce and manage risk issues in compliance with the Enterprise-Wide Risk Management Framework.
Customer Service
Maintain a consistently high standard of well-integrated customer service through reducing action line complaints.
Identify and execute initiatives to exceed needs and expectations of customers within the contact centre and late-stage department.
Requirements
Qualifications
University degree or equivalent professional qualification.
Awareness of Group Credit Policies, Collection & Recoveries Policy, and strategy.
A good understanding of 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.
General knowledge of Kenyan law impacting banking (Data protection, Consumer Credit, etc.).
Understanding of banking IT systems and telephony systems.
Knowledge of the Bank’s bookkeeping procedures and systems.
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 customer queries/complaints.
Prior experience working with service providers.
Experience in managing and leading a team.
Relationship management experience and basic credit/risk management techniques.
Impairment management and familiarity with models and management information tools.
How to Apply
Interested and qualified candidates should apply online through the Absa Workday portal: Apply Here
