Supervises and oversees a team of 11 operators to ensure daily, weekly, and monthly transaction targets are met. Contributes to the compilation of regular reports for the Management Committee. Develops departmental capacity through learning and knowledge-sharing strategies that align with business strategy and goals. Creates evaluation processes and tools for departmental and organisational effectiveness, using metrics to continuously improve quality assessments of performance. Instils a performance management culture in the department. Facilitates, trains, and coaches operators to promote high productivity, efficiency, and effectiveness. Oversees all operational expenditure and costs in accordance with financial processes, prescribed schedules of payments, and procurement and subcontractor management policies and procedures. Manages the delivery and maintenance of all resources (facilities, IT, security, etc.) required to implement and achieve contractual objectives. Implements VPC Transaction Processing operational strategy, assigning and managing tasks to achieve contractual KPIs. Manages productivity and quality of the VPC Transaction Processing Section and monitors improvement actions to achieve contractual KPIs. Reviews and updates all required work instructions and supporting documentation to manage and monitor service delivery within the MNPR section.

Provided service excellence to the contact centre in asset finance, business specification compilation, and minimising arrears. Improved efficiency and effectiveness of service delivery within the asset finance environment. Analysed customer payment history, system, and quality, and made recommendations to enhance service efficiencies and productivity. Handled customer queries via telephone, electronic communication, and face to-face contact (Collections). Managed a book value of 5 million per month. Conducted customer verification and routed calls to appropriate resources. Identified and managed high-risk customers. Communicated and built relationships with other stakeholders within the company. Followed up with customers and documented all call information according to standard operating procedures (SLAs). Issued demand letters (section 129 and 97, Court Order 10-day demand – Juristic Surety and Customer). Prepared applicable referrals to the Legal Department for abscondence, deceased estates, fraud, impounded goods, alienation, lack of insurance, and legal action.