Structural Information Job number: 10021733 Job title: Ops Manager: Collections (CM) Job grade: M6 Group/ BU: CSB Division: CSB Operations Span of control: 5-10 Reports to: Management REM Functional Area: Support Core Description Responsible for the management of efficient debt collections and enhancing customer relationship management in order to meet Telkom's business objectives through sound credit management principles. Job Responsibilities Implemented Operational Plan Interpret operational plan Compile operational plan Contract deliverables Monitor operations Provide feedback Managed Performance Set performance standards Communicate desired outcomes Monitor progress Provide feedback Implement corrective actions Implemented Conducive/Legislative Environment Execute actions Interpret intervention plan Obtain commitment Monitor results Provide feedback Determine actions Managed Resources Obtain resources Allocate resources Interpret division/section's operational plan Identify required and available resources Implement cost effective operational systems Manage resources Established and Maintained Relationships Determine key role players Obtain information from key role players Establish relationships Maintain relationships Managed Information Integrity Obtain relevant information Compare/ verify information Obtain explanations on discrepancies Take corrective action Handled Queries / Escalations Receive and analyze query / escalation Determine nature of escalation Request feedback Scrutinize outcome Provide feedback Identify proactive steps to prevent future occurrence of similar cases Manage implementation of coaching and guidance during the process to staff. Core Competencies FUNCTIONAL KNOWLEDGE Consultation; Telkom Procedures; Selling Techniques; Report Analysis; Accounting; Billing Procedures; Telkom Policies; Customer Care; Systems Administration; Computer Software; Legal Documentation Functional Skills Investigation Techniques; Time Management; Selling Techniques; Interpersonal; Stress Handling Techniques; Acumen; Analytical; Communicating; Negotiation Techniques; Decision Making; Problem Solving; Computer Software ATTITUDES/ LEADERSHIP COMPETENCIES Business Orientated; Ethical; Dedicated; Honesty; Accurate; Punctual; Initiative; Responsible; Calm; Assertive; Eager to learn; Integrity; Confidential Education NQF 4: Grade 12 Experience 5 Years relevant experience Experience in debt collections. #J-18808-Ljbffr