NCAMSILE SIBIYA
Recoveries Manager
Glen Marais
Summary
Recoveries Manager leading call center recovery operations across pre-legal and legal collections. Directs supervisors, dialer campaigns, and client audits, using random spot checks and audits to ensure the agents do mantian the standard and collection processes, and prepares monthly reports on all the books to improve productivity, data integrity, and recovery outcomes. Strengthens team results through coaching 21+ agents per week, best-practice guidance, and disciplined execution of collection standards.
Overview
26
26
years of professional experience
Work History
Recoveries Manager
TZ Attorneys
04.2017 - Current
- Responsible for the day-to-day operation and management of call center.
- Ensure team supervisors are properly managing collection units work standards and efforts required to maintain consistency in collections.
- Responsible to implement strategic recovery plans ensuring alignment with the business's objective.
- Manage the dialer, performance criteria, policies and procedures to continuously improve call center productivity.
- Monitor dial-er campaigns, schedules and strategies using reports that include but are not limited to live reports, dial-er diaries, and company work standards, to ensure maximum efficiency based on productivity.
- The reports will also be used to monitor data integrity and to address any areas of concern with the team supervisors and/or their agents.
- Conduct daily inventory management analysis.
- Conduct consistent client audits (spot check on accounts).
- Review and provide guidelines and best practices for maintaining excellent results.
- Develop and maintain strategies to ensure clients satisfaction.
- Analyse and provide statistical reports on individual performance.
- Provide team motivation and identify skills development needs.
- Participates in disciplinary issues up to and including termination of staff when necessary.
- Prepare weekly reports and monthly reports.
- Prepare monthly report to present to managing directors on a monthly basis.
- Achievements: Debt and liability reduction
- Outstanding performances(results)
- Reason for leaving: Resigned
Team Leader
MFC (Motor Finance Corporation)
03.2013 - 03.2017
- Permanent Management position in Gauteng, Pretoria Region, Cape town, Port Elizabeth and Durban
- Control and maintain credit processes
- Ensures compliance of SLA by third party and company
- Manages required resources e.g., placing order for company car, laptops and company cell phones
- Monitor and manage cost
- Assist with booking flights for the stock auditors
- Ensures that logbooks are completed by all field agents monthly and also complete the inspection report
- Responsible for updating asset register
- Assist in resolving queries and client complaint
- Focus on relationship building with other departments, resolve escalated queries from various Stakeholders internal and external
- Monitor floor plan auditing process
- Visiting external vendors to perform audits twice a year and assist to align their business with the process.
- Ensuring performance management for the team as well as individuals
- Give out set targets to the team and plan of action weekly and monthly
- Support and motivates the team to deliver outstanding results, responsible for performance management
- Identify training needs and recommend required training needs
- Conduct monthly meetings for performance discussion
- Responsible for KPA discussions and ratings based on results
- Compile monthly stats and submit to management
- Achievements: Debt and liability reduction
- Outstanding performances
- Reason for leaving: Resigned
Field Agent
Nedbank
08.2010 - 03.2013
- Permanent Senior position in Gauteng, Pretoria Region
- Grading all accounts received into risk categories.
- Route planning and visit client's addresses.
- Upon visitation leave final letter of demand or collect full arrears from clients
- Assist clients with sound payment arrangements to rehabilitate the account
- Assist clients with account restructure
- Help establish contact with the clients through tracing
- Analyse non-payment situations and negotiate payment terms, repossessing of vehicles is always the last option
- Assist with for floor plans audits
- Recommend to refer account to external agent
- Constantly giving feedback on matters booked out or allocate to me
- Ensuring that all repossessions and relevant documents are attached on the system
- Ensuring all repossessed vehicles are booked in store within the prescribed.
- Complete inspection report on repossessed cars
- Constantly supporting credit control and recoveries by participating on special projects
- Compile and submit fleet statement and procurement statement to team leader for sign off
- Prepare weekly stats on monies collected and repossessed vehicles
- Achievements: Nedbank Achiever 2010 and Nedbank Top Achiever 2010
- Reason for leaving: Promoted to Team Leader position
Credit Controller
MFC
05.2007 - 08.2010
- Permanent Senior position in Gauteng, East Rand
- Promptly respond to telephone inquiries
- Assist Clients/debtors in work out payment arrangement Follow up clients on previous payment arrangements
- Locate and establishing contact with debtors through tracing
- Maintain accurate, up-to-date customer account information
- Review or analyse clients/debtors’ payment history
- Negotiate settlements
- Maintain and ensure appropriate comprehensive records of all customer discussions.
- Report daily progress against targets
- Sending notification letters to clients
- Assist clients with accounts restructure
- Load manual debit orders upon client’s request
- Reason for leaving: Promoted
Collection officer
Norman Bissett and associates
01.2001 - 04.2007
- Permanent Senior position in Gauteng, Johannesburg Region
- Controlling inbound and outbound calls
- Collecting outstanding amount on accounts
- Assisting clients with payment arrangement
- Attending to client’s queries
- Sending notification letters to debtors
- Responsible for clearing diary queue
- Tracing and updating client’s information
- Doing to stock count monthly
- Assisting the team with queries as 2IC
- Reason for leaving: Resigned
Education
Certificate in Junior Management - Business management, principles of marketing, project management, personal mastery
Gordon Business institute
12-2013
Bachelor of Business Administration - undefined
Mancosa University
12-2024
Certificate in Financial Management - Management Skill 2
North West University
03-2012
Diploma in Senior Diploma - Debt collection, Labour law, Criminal law, Wills and estates, Property law and conveyance
The South African School of Paralegal Studies
10-2010
Skills
Debt collection
Conflict management
Communication
Coaching and development
Collections reporting
Strategic planning
Call center operations
Dialer management
Performance management
SLA compliance
Timeline
Recoveries Manager
TZ Attorneys
04.2017 - Current
Team Leader
MFC (Motor Finance Corporation)
03.2013 - 03.2017
Field Agent
Nedbank
08.2010 - 03.2013
Credit Controller
MFC
05.2007 - 08.2010
Collection officer
Norman Bissett and associates
01.2001 - 04.2007
Diploma in Senior Diploma - Debt collection, Labour law, Criminal law, Wills and estates, Property law and conveyance
The South African School of Paralegal Studies
Certificate in Financial Management - Management Skill 2
North West University
Bachelor of Business Administration - undefined
Mancosa University
Certificate in Junior Management - Business management, principles of marketing, project management, personal mastery
Gordon Business institute