Manager - CollectionsMTN

The role will focus on 

• Developing and delivering operational quality improvement that results in highly predictable and effective collections,
• Effective management of resources
• Building customer relationships and driving superior service levels
• Leading a data and technology driven approach to collections
• Develop, implement and maintain systems, policies and procedures related to collections to ensure higher performance while adhering to companies guidelines

RESPONSIBILITIES

• The Manager Consumer Collections role, reports to the Head: Collections and is supported by a larger team of Specialists, Supervisors and credit controllers. The position will be directly accountable for operationalising the strategic MTN collections and credit management related objectives and will drive performance and execution.
• Fast moving industry, convergence, and rapid development within the Telco industries
• Constantly changing customer risk behaviour in the commercial customer segments and economic sectors and ability to adapt/pivot and drive collections strategies across these customer segments and sectors
• High value customer base
• Understanding and balancing potentially competing objectives of credit risk mitigation, Driving market share/ sales and profitability optimisation
• Keeping abreast of the Telco changes and advancements and the need to guide staff through transitions 
• Fast moving industry
• Fluid complexities of customer expectations and demands
• High levels of legal, regulatory and commercial compliance in a pressurized environment 
• Managing collections across multi-national, multi-cultural and multi-geographical footprint
• Highly competitive market with new and established competitors
• Legislative changes
• Operating within a highly dynamic, competitive and fluctuating telecommunications market/ industry
• The provision of innovative solutions and service excellence
• Total customer experience for MTN brand
• Rapidly changing ICT environment

Key Deliverables

• The Manager Consumer Collections is strong in debt collection core levers and operations, and hungry to dive into leveraging that knowledge to execute and deliver on existing and future strategies. Collections are a critical function of the MTN customers' journey so this individual will also be empathetic and focused on providing the best experience to all customers, regardless of their repayment situations

Strategic Input

• Strong leadership skills with an ability to motivate direct reports 
• Setting objectives for the collections team that align with the department’s / organisations goals
   

Operational Planning

• Proven ability plan strategically and set clear operational priorities
• Solid track record of improving processes, solving complex problems and monitoring process for accuracy and effectiveness
• Develop, implement and maintain systems, policies and procedures related to collections to ensure higher performance while adhering to companies guidelines.
• Monitor PPP execution and updates as and when required.
• Manage the Claims, Refunds, Payments Arrangements and Acknowledgements of Debt within DOA
   

Operations and Service Enhancement

• This position is highly visible and requires a strong leader with the ability to prioritize, plan, and direct the team.
• Build a clear collections operating rhythm designed to deliver results while developing capabilities tied to process management and operating excellence 
• Build operational rigor across the collections function, resulting in overall operating plan attainment – standardized work, performance metrics and operating rhythm
• Apply lean thinking to improve processes and identify opportunities for digitization (leveraging existing capabilities, Self-Service, robotic process automation, etc.)
• Establish consistent collections processes across multiple systems
• Ability to lead, direct, train and manage team
• Create a center of excellence to ensure collections processes are accretive to positive cash flow 
• Monitor PPP execution and updates as and when required.