Campaign Specialist

Company Transaction Capital Recoveries
Reference # CS-JHB
Published 30/10/2017
Location Johannesburg, Gauteng, South Africa
Introduction
Proactively manage the strategies of the books to ensure that every possible effort is made to maximize collections and GP%. Managing the relationship between the various internal stakeholders and operations and to proactively identify red flags on problematic collections and make suggestions on how to mitigate. Responsible for new & existing campaigns within the supply chains and ensure that every possible effort is made to maximize collections by ensuring that the book maintains first position and reaches set monthly targets.
Job Functions Operations
Industries Financial Services
Specification
Research & Design
Researching new and innovative campaign implications, solutions and methodologies
Acquiring and maintaining an understanding of the campaign strategies, business rules and background processes
Understanding requirements and following campaign processes and standards accurately
Campaign, strategy and client/group profiling
Providing quality & accurate input to the General Manager Operational Strategy regarding strategy development requirements in terms of campaign processes, automations and rules

Risk Analysis & Mitigation
Analysing complex campaign rules, strategy, automations, systems, schedules and processes
Diagnosing problems and risks impacting these campaign rules, strategy automations and processes as a result of the intended implementation
Mitigating these risks/problems and providing recommendations
Identifying best practices in campaign execution
Checking system functionality of preferred methodologies
Raising discrepancies on the payment file process with the relevant KAM and ensuring that strategies are not affected due to this.
Raising discrepancies on the handover and retraction process (ensuring matters are loaded when due etc.)

Operational excellence
Monitor and communicate strategies to ensure outcome is achieved according to the anticipated inputs and outputs.
Making recommendations regarding the performance of the implemented strategies.
Tracking and recording strategy performance for future reference.
Calculating active matters on book versus active headcount to either decrease or increase headcount in order to achieve strategy and remain within budgets.
Responding to queries and requested daily/weekly/monthly from KAMs, business knowledge, IT and operations, regarding campaign queries
Monitoring weekly that sufficient matters are building within a specific campaign, for a week after new strategies have been implemented.
Ensuring existing strategies are running smoothly, and that penetration is achieved with the desired framework e.g. if a strategy is set to run every 3 days ensure that all matters are completed within that time.
Auditing of implemented strategy after proposal was agreed upon
Design and refine of strategies
Facilitating and chairing meetings around the implementation (recommendations and performance)
Give input on operational issues to other Managers
Interpreting the output of reports and making sound recommendations


Financial
Attending book performance meetings to discuss productivity issues as well as strategy performance with the relevant parties
Ensuring that GP targets are achieved on a monthly basis.
Depending on the book/s supporting that the following is achieved monthly: IPM Target, Budget or Forecast and Client Rankings.

Documentation /Maintenance
Version Control of master strategy documents – maintenance and application.
Generate daily reports that speaks to the below:
Campaign analysis with details feedback
Penetration ensuring min 80%is achieved daily.
Productivity by User with details commentary as well as highlights and lowlights.
PTP vs instalments reports or Qualifying payment (Client or Business requirement)
Generate weekly report on outstanding tasks and ticket logs to be submitted to Campaign manager.
Exco Report with details commentary as well as highlights and lowlights.
GP Contribution report, monthly action plan on non performing books regarding GP and revenue vs budget.

Relationship Building
Attending weekly meeting to discuss productivity issue as well as collections performance with the operations teams.
Raising the concerns with the relevant support departments to take necessary action should there be a greater than 10% deviation on previous month activity
Scheduling meetings with internal stakeholders when
incidents (missing payments, handover files loaded
incorrectly) occur to establish cause and put forward action plan to avoid reoccurrence
Responding to queries and requested daily/weekly/monthly operations, regarding campaign queries
Liaising directly with KAMs depending on the mandate, as and when the need arises to resolve pending or outstanding queries
Building and maintaining relationships with both internal and external stakeholders with regards to campaigns under management


Requirements
Grade 12
MS Office (Basic Excel)
Relevant Diploma/Certificate in Call Centre, Credit, Project Management or related discipline
3-5 years’ experience in a Collections environment
Job Closing Date 30/11/2017
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