Senior Collections Coach

Let's Write Africa's Story Together!Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this. Job DescriptionAt OM Bank, we strive to attract great people who are passionate about coming together for a higher purpose- building something unique and aspirational, always aiming to be the best they can be. We are rooted in our purpose of inspiring and enabling our customers to grow and sustain their prosperity.Supports collections in line with strategies presented to the consultant whilst applying discretion and applicable policies. Applies appropriate collection methods to retrieve bad debts or to resolve delinquent accounts while assuring legal compliance.The Senior Collections Coach is responsible for improving collections performance across the region through coaching, mentoring, and performance analysis. The role supports consultants in executing collection strategies, applying sound judgment and company policies, and using appropriate collection methods to recover outstanding debt and manage delinquent accounts. The incumbent works closely with operational leaders to identify performance gaps, drive continuous improvement, and ensure compliance with all legal, regulatory, and company requirements while fostering a high-performance collections culture.ResponsibilitiesFraud/Financial Crime InvestigationContribute to the investigation of cases of suspected fraud or financial crime by gathering, analyzing, and retaining information and physical evidence to support criminal investigation and/or legal action. Recommend further actions to the lead investigator.Customer Relationship Management (CRM) DataMonitor team members' use of the CRM system, identifying and resolving standard issues and escalating them to a senior manager as appropriate.Coach, mentor and develop branch teams to improve collections outcomes, productivity, customer engagement and portfolio performance during branch visits and remote engagement sessions.Monitor and analyse collections KPIs including arrangements, productivity, account action rates, recovery arrangements and campaign performance.Identify performance gaps and implement targeted improvement plans.Manage focus-account and focus-branch interventions through reporting, escalation and stakeholder engagement.Produce and maintain operational and performance reports to support collections decision-making.Facilitate accountability forums with branch and regional leadership to ensure effective execution of collections strategies.Support special collections campaigns and initiatives aimed at reducing delinquency and improving recovery outcomes.Data Collection and AnalysisCollate and analyze data using preset tools, methods, and formats. Involves working independently.Organizational Risk ManagementKeep track of risk parameters, identifying any deviations and reporting them to more senior colleagues. Involves working within established risk management systems.Customer ServiceAct as first-lin...