SUMMARY:

CALL CENTRE MANAGER – LEGAL RECOVERIES (HOME LOANS & VAF)

POSITION INFO:

Minimum Requirements

• Minimum 10 years' experience within a banking, legal recoveries or financial services collections environment.
• Minimum 5 years' experience in a supervisory or management role within collections, legal recoveries or secured asset enforcement.
• Extensive experience managing Home Loan and/or Vehicle & Asset Finance (VAF) legal collections portfolios.
• Strong understanding of foreclosure, secured asset recovery and legal collections processes.
• Experience dealing with banking clients and legal recoveries reporting requirements.
• Proven track record of managing collections teams in a performance-driven environment.
• Expert-level proficiency in Excalibur.
• Strong understanding of collections compliance and regulatory requirements.

Key Responsibilities

• Manage and lead inbound and outbound legal recoveries operations.
• Drive collections performance against recovery targets, service level agreements (SLAs) and operational objectives.
• Oversee Home Loan foreclosure and VAF enforcement portfolios.
• Manage DCC referrals, EasySell mandates, payment rehabilitation initiatives and enforcement recovery strategies.
• Monitor team performance, productivity and quality standards.
• Analyse collections and recoveries data to identify trends, improve efficiencies and maximise recovery outcomes.
• Prepare operational, recoveries and client reports.
• Coach, mentor and develop team members while managing performance and escalations.
• Ensure compliance with legal, regulatory and customer-fairness requirements.

Advantageous Experience

• Exposure to Standard Bank legal collections portfolios.
• Experience with DCC referrals, EasySell processes and rehabilitation strategies.
• Working knowledge of CACS and SB Legal/CLF Legal systems.
• Experience with Ghost Practice.
• Exposure to dialler systems, campaign management and workforce planning tools.

Skills & Competencies

• Strong leadership and people management skills.
• Excellent negotiation and recoveries strategy abilities.
• Strong analytical, reporting and problem-solving skills.
• Excellent communication and stakeholder management skills.
• Highly organised and deadline-driven.
• Resilient and able to perform effectively in a high-pressure environment.
• Strong coaching and team development capabilities.
• High attention to detail and operational accuracy.

Technical Requirements

• Advanced Microsoft Excel skills and reporting capabilities.
• Proficiency in Microsoft Word and Outlook.
• Expert practical experience using Excalibur.