Lance Florence
Kuils River
Summary
Seasoned collections manager offering 12 years of comprehensive experience managing and leading collections departments across different life cycles. Demonstrating expertise in reducing delinquency rates, improving recovery processes and implementing effective collections strategies. Performing end to end testing on decision making systems and collaborating with development teams to enhance collections strategies.
Overview
16
16
years of professional experience
Work History
Senior Credit Ops Specialist/Credit Collections Manager
Lula
Cape Town
05.2023 - Current
- Implement and manage credit operational processes with the Merchant Cash Advance product, including underwriting, credit approvals, disbursements.
- Ensure all credit operations are performed with the highest level of accuracy and efficiency with a focus on ensuring book performance remains optimal.
- Act as an interface between the Credit & Collections Department, the Business Development, and the Legal teams.
- Establish a thorough knowledge of the product and ensure strategic initiatives are properly coordinated and scheduled.
- Develop and improve processes for collections, risk management and fraud prevention
Ensure compliance with regulations and internal policies. - Monitor, analyze and reporting of credit risk trends and make recommendations for process improvements.
- Work closely with cross-functional teams to develop and implement strategies to optimize credit product performance.
- Working closely with the Credit leaders on issue escalation, ensure customer problems are tracked, resolved and followed-up on.
- Provide leadership and guidance to the credit and collections team.
- Establish and maintain relationships with internal and external partners.
- Assist in the planning and execution of a variety of tasks and initiatives that may include risk mitigation, efficiency, and customer experience
Expert System Risk Analyst
BNP Paribas (RCS)
Cape Town
10.2019 - 05.2023
- Manage and execute the implementation of expert system projects/enhancements across all decision areas and ensure product quality
- Review and analysis of project documentation
- Introduce best practices of testing processes and create detailed and comprehensive test cases
- Perform robust UAT and post-implementation reviews to ensure quality conformance to specifications and quality deliverables
- Investigate and Identify defects that occur during the testing phase/in production and driving them to resolution
- Reporting discovered defects to all relevant departments for correction
- Perform thorough regression testing when introducing new products/enhancements
- Develop and conduct champion challenger strategy testing to estimate effectiveness of new strategies, policies or campaigns
- Identify bottlenecks in processes and recommend actions for improvement
- Utilising risk based test techniques to prioritise workloads
- Constantly test new developments and features to improve the quality of current products
- Develop in-depth working knowledge of systems that support credit origination, credit management and collections processes
- Engage with third party vendors for delivery of changes to third party risk decisioning systems
- Perform impact assessments and analyses of existing collections strategies and recommend enhancements to improve performance
- Maintain up-to-date knowledge of new testing practices/tools and testing strategies
- Monitor metrics across all stages in the customer journey and provide insights of findings to key stakeholders
- Manage the relationship with internal and external parties who host RCS systems related to this role.
Early Stage and Outsource Collections Manager
BNP Paribas (RCS)
Cape Town
07.2017 - 09.2019
- Meet or exceed Internal Collections Key performance Indicators through effective management of People, Processes, and Technology within operating budget
- Execute operational strategies
- Design and execute operational tactics
- Ensure that resources are adequately trained, developed and supported
- Relationships with external stakeholders are formed and sustained at the appropriate level
- Responsible for maintaining key strategic relationships with the Executives, Senior Managers, and support staff
- Deploy continuous process improvement to enhance the efficiency and effectiveness of existing resources
- Ensure the Collections contact centre is delivering according to operational plans and goals, within the operating budget
- Ensure contact centre productivity is optimized through hands-on management of the team and introduction of best practices
- Administrative process are implemented to enable smooth running of department
- Monitoring and performance management of daily production
- Strategic and best practice thought leadership within the Collections Call Centre to enhance Operational competencies
- Compile and produce relevant reporting and analysis in order to maximize results.
Collections Team Manager
BNP Paribas (RCS)
Cape Town
03.2016 - 06.2017
- Agree set goals with team members covering performance, quality and development areas
- Focus on career and skills development of team members
- Resolve people-related problems e.g
- Conflict of interest, absenteeism and disciplinary matters
- Drive the achievement of targets
- Manage and maintain focused and highly motivated team members
- Coach and develop team into a high performance culture
- Manage staffing needs, productivity and quality
- Manage Employees by ensuring continuous communication, feedback, motivation and Company Behaviours are being lived
- Accurate Reporting
- Ensure company policies and procedures are communicated to the team
- Ensure that daily/monthly Collections targets are met
- Optimize contact centre performance through hands on management of the team and introduction of best practices
- Relationship with external stakeholders are formed and sustained at the appropriate level
- Administrative process are implemented to enable smooth running of the department
- Strategic best practice though leadership within the Collections Call Centre to enhance operational competencies
- Compile and produce relevant reporting and analysis in order to maximise results.
Collections Team Manager
CAPFIN
Cape Town
12.2014 - 02.2016
- Coaching and mentoring of Team: Monitor attendance of training interventions
- Identification of training and development needs and feedback to CC Managers
- Team administration: Active involvement with employee life cycle including conducting probation reviews, BTW interviews, leave approval and exit interviews
- Workforce Optimization Administration: Ensure compliance to the SOP's
- Accurate and timeous input and escalation
- Resourcing, capacity (people / infrastructure / systems), optimisation and utilisation: Ensure that the team have the necessary resources and tools to perform tasks
- Business processes, methodologies, systems, standards, policies and procedures: Implement and monitor systems, processes and SOP's
- Problem solving and decision effectiveness: Resolve team issues and problems timeously and within SLA requirements
- Risk management & compliance: Escalate risk compliance matters and implement mitigation plans timeously
- Selection and staffing, succession, bench strength: Build an effective team through selection of the right team members by attending interviews
- Development / coaching of technical skills; facilitation of other relevant external interventions; facilitates knowledge Sharing: Conduct QA calibration
- Accurate interpretation of consultants QA feedback reports.
Early Stage Collections Manager (Secondment)
BNP Paribas (RCS)
Cape Town
09.2011 - 11.2014
- To ensure the Collections Call Centre is delivering according to operational plans and goals, within budget
- Ensure Call Centre productivity is optimized through hands-on management of the team and introduction of best practices
- Manage Dialer campaigns
- Relationships with external stakeholders are formed and sustained at the appropriate level
- Strategic and best practice thought leadership within the Collections Call Centre to enhance Operational competencies
- Compile and produce relevant reporting and analysis in order to maximize results
- Coach and mentor staff in line with the RCS values
- Motivated and disciplined team: Take appropriate disciplinary action in accordance with RCS Code of Conduct when necessary
- Ensure compliance to the House Rules
- Management & compliance: Meet all agreed risk and compliance targets
- Implement mitigation plans timorously.
Collections Team Leader
The Foschini Group
Cape Town
12.2010 - 08.2011
- Setting & achieving departmental objectives
- Formulate & update performance management reports
- Maximizing team productivity
- Ensuring that standards / key performance indicators for the department is met and periodically reviewed to ensure optimum achievement
- General Administrative Duties
- Dealing with Disciplinary and misconducts (IR experience)
- Dealing with complaints, fraud cases and refunds within service level agreement
- Managing daily attendance and productivity reports.
Collections Team Leader
NCO Europe LTD (England)
10.2008 - 07.2010
- Monitoring and assisting a team of 20 account representatives to achieve their daily and monthly targets to insure increased market share over three different markets namely MBNA (Bank of America), Barclays bank and American express
- Managing daily attendance and productivity reports
- Calculating monthly bonuses paid to staff members
- Interview and train new employees
- Presenting quarterly presentations to existing and potential clients
- Dealing with Disciplinary and misconducts
- Dealing with complaints, fraud cases and refunds within service level agreement.
Education
FRM (Financial Risk Management) -
GARP (Global Association of Risk Professionals)
01.2021
Project Management Foundation -
University of Cape Town
01.2019
SAS Course - Querying and Reporting -
SAS Institute Inc.
01.2017
NQF Level 6 Business management - Business Management
Northlink College
01.2016
POLS Development program -
University of Stellenbosch
01.2013
Matric -
01.2003
Skills
- Ability to think and act systematically, strategically
- Self-monitoring, personal management and self-disciplined
- Sense of personal accountability and internal locus of control
- Attention to detail
- Critical thinker and problem-solving skills
- Ability to work efficiently under pressure
- Solution orientated
- Ability to influence appropriately
- Deadline driven
- Capacity to facilitate, collaborate and integrate teamwork
- Excellent verbal and written communication skills
- Planning, scheduling and organizing skills
- Flexible adjust very quickly
- Working as part of a team
Identification No
8604055183082
System Knowledge
- TRIAD Decisioning
- API test automation
- Decision Smart Expert System
- SAS Enterprise Guide (EG1)
- SQL
- Collect Smart
- BI Reports
- RMA
- Vision Plus
- Telephony systems
References
- RCS, Ed Symons, 072 611 1143
- RCS, Connie De Beer, 082 552 9253
- RCS, Nicole Botha, 082 554 9776
- NCO Europe Limited, Jack Singh, +447717854045
Timeline
Senior Credit Ops Specialist/Credit Collections Manager
Lula
05.2023 - Current
Expert System Risk Analyst
BNP Paribas (RCS)
10.2019 - 05.2023
Early Stage and Outsource Collections Manager
BNP Paribas (RCS)
07.2017 - 09.2019
Collections Team Manager
BNP Paribas (RCS)
03.2016 - 06.2017
Collections Team Manager
CAPFIN
12.2014 - 02.2016
Early Stage Collections Manager (Secondment)
BNP Paribas (RCS)
09.2011 - 11.2014
Collections Team Leader
The Foschini Group
12.2010 - 08.2011
Collections Team Leader
NCO Europe LTD (England)
10.2008 - 07.2010
FRM (Financial Risk Management) -
GARP (Global Association of Risk Professionals)
Project Management Foundation -
University of Cape Town
SAS Course - Querying and Reporting -
SAS Institute Inc.
NQF Level 6 Business management - Business Management
Northlink College
POLS Development program -
University of Stellenbosch
Matric -
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