Job Description

Role Objectives:
To effectively manage the Back Office Recovery Contingency specific area (Contingency Negotiators/ Contingency Agents/ Pothole Recovery Service Providers / SOP / SLA's) with regards to service; quality and performance to create a culture of excellent service.
Key responsibilities:

• Ensure teams' targets are achieved.
• Adherence to SLA and SOP. Ensure correct actions taken on reports as per Recovery standards
• Ensure data integrity on financials and key data indicators. Track and audit. Track claims log and broker updates. Track and resolve operational and performance variations.
• Performing inline quality assurance reviews.
• Develop and encourage strong teamwork. Identify potential inter-departmental problems and escalate them to higher levels. Engage regularly in team or group problem-solving.
• Manage areas of critical compliance and actively manage non-conformance. Actively manage non-performance.
• Identify, accumulate and analyse statistics that reflect on your team's performance
• Continually assess the technical competence of your team and take steps to develop their knowledge and skill
• Ensure that employees are aware of capacity building initiatives (i.e. development programmes, training, mentorship, coaching etc.) to develop and grow the required competence
• Ensure the work environment enables employees to "live" the organisation culture and values.
• Actively participate in own professional development and career path. Inducting people into the specific team and job related issues. Ensure adherence to organisational policies, practices and procedures. Identify and recommend areas / ways to improve processes. Maintain service, quality and desired outputs within a specific functional process through ensuring compliance to tactical policies, procedures and standards.
• Resolve escalated customer queries and complaints and provide feedback to customers on matters resolved.
• Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goals. Measure and monitor service delivery compliance of team.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery. Ensure adherence to financial and corporate policies and procedures, and reduce wastage related to time of subordinates and utilisation of materials or equipment.
• Take accountability for the management of business-related risks within own area.

Skills Required