Operations Executive

Operations Executive - Botswana
Description :

Reporting to: Rest Of Africa: Operations Executive / Chief Operations Officer
Job Purpose: To lead, and develop the relationship with clients, taking responsibility for the development of Strategic Action plans. Creating growth with clients through better recoveries, regular accurate reporting, monthly face-to-face meetings, and Ad Hoc interactions optimizing Collections profit, ensuring compliance to legal and contractual obligations (SLA’s), System integration effectiveness with the goal to maximise Profit and being Client #1 Vendor. Responsible for the day-to-day upkeep and running of the office and office facilities. Ensure the system telephony and internet connection is stable and running at all times.
Location: Gaborone, Botswana

Under the management / direction of the Rest Of Africa: Operations Executive / Chief Operations Officer, the Operations Executive will have the following responsibilities (including but not limited to):
1) Portfolio Management
a. Coordinate resources to ensure profitable success in Key identified strategic projects
b. Enhance profitability through improved revenue
c. Collections performance against the overall target (Client vs. Nimble)
d. Staff productivity / Quality control
e. Generate a sound and ethical working relationship with the Client/Nimble Operations
f. Maintain and improve client recoveries; identifying and resolving problems; preparing/monitoring action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; ensuring that collections strategies are effective and executed accurately
g. Prepare call centre performance reports by collecting, analysing, and summarizing data and trends.
h. Maintain professional and technical knowledge by tracking emerging trends in call centre operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
i. Manage Vendor Rankings where applicable to highest ranking possible
j. Ensure we timeously receive new handover files from clients per month/as received
k. Ensure that there is a regular, scheduled transfer of payment data from clients and this data is loaded onto Excalibur.
l. Prepare base data for invoicing
m. Reconcile payment data with the client against monthly invoices sent
n. Be the local contact point for clients should they have any queries
2) Growth of New Business
a. Create market awareness through service delivery
b. Finding opportunities to grow the business within every client – generating leads and prospects
c. Market Nimble with new clients/ opportunities
d. Excel in client service delivery adding to goal of business growth
e. Profitable Business Development
f. Manage third party supplier agreements
g. Growth of staff
3) Create / Manage Client Relationship
a. Be the # 1 Service provider to clients
b. Deliver Client service beyond expectations
c. Understanding the clients expectations/ targets and portfolio through regular interactions and analysis of existing data and trends
d. Data management- balancing to client monthly/reporting feedback/ open clear visibility
e. Respond to all Client requests on Time, clearly and in writing
f. Ensure Managerial interaction at all levels
g. Support claims and outsource processes on bought books
4) Risk Mitigation (client and employee)
a. Identifies areas of risk through consultant quality analysis in area
b. Invests in succession planning
5) People Management
a. Accomplish call centre human resource objectively by recruiting, selecting, orienting, training, assigning, coaching, counselling and disciplining employees; administering scheduling system; communicating job expectations; planning ,monitoring ,appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
b. Manage and support staff in line with Policies and Procedures, including supervision, absence management, disciplinary and grievance issues
c. Promote and support effective team working through good communication and regular team meetings
d. Identify individual and team learning and development needs and plan to meet these in conjunction with learning and development staff.
e. Effectively identify and contribute to learning and development activities
f. Drive the operational Productivity/Quality control/Performance management
g. Team motivation
6) Service Excellence
a. Effective management of internal and external relationships: develop and maintain positive working relationship with co-workers and external stakeholders
b. Contribute to team success: Display ownership of role: Manages responsibilities with initiative, common sense and time management and takes responsibility for actions
c. Delivers on deadline an ensure accuracy of information
d. Adheres to company policies and procedures
e. Goes the extra mile

• BA / BComm in Business Management preferred
• Minimum 5 years working experience in a senior management role
• Management reporting experience
• Client Liaison experience essential
• Vendor management experience
• Experience in the Credit & Collections industry
• Exposure to handling of challenging operational issues in a collections environment
• Experience in managing teams in excess of 80 staff
• Experience in strategy design and execution
• Dialler experience advantageous
• High level computer literacy & efficiency
• HR / IR experience

• Strong business writing skills
• Strong verbal communication skills
• Strong financial and business acumen
• Contract negotiation skills
• Results driven
• Proactive management approach
• Strong analytical skills
• Tenacity to drive initiatives through to completion
• Positive attitude
• Motivational skills

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