Ndumiso Ncube
Alberton
Summary
Talented Collections Specialist with 15+ years' experience in early and late stage collections strategy and operations management at different levels. Proven people leader with special focus on productivity optimization.
Overview
15
15
years of professional experience
Work History
Customer Experience Agent
Averda
Johannesburge
10.2022 - Current
- Improved company's Debtors Communication to ensure uninterrupted service provision for clients
- Helped reduce quotation to sales timelines by fostering clear communication lines with the sales team.
- Helped reduce instances of missed services by refining service booking processes.
Collections Team Leader
Metropolitan Revenue Services, (SBSA Book)
Johannesburg
06.2022 - 09.2022
- Improved the team's performance, reaching a milestone of all agents reaching their individual targets since inception.
- Achieved best collections team status in two consecutive months.
- Helped position MRC as a competitive supplier in client's panel of service providers.
Quality Control Officer
Bridge Taxi Finance
Johannesburg
02.2022 - 06.2022
- Served as a subject matter expert in the implementation of QA principles in the business.
- Devised a quality assurance framework which also served as a guide to training of new recruits in the collections call center.
- Maximized effectiveness of customer liaison officers at all different account delinquency states for better collections yield rates.
Client Liaison Officer/Collections Agent
Bridge Taxi Finance
Johannesburg
03.2021 - 01.2022
- Proposed refined measurement of manual dialing resulting in improved overall contact center performance
- Rewarded for best performance in the book's late stage portfolio resulting in being moved to help with the Take-On book.
Managing Director
DIR Soulutions
Johannesburg
04.2019 - 03.2021
- Drew up the business plan leading to successful take off of the business.
- Implemented successful business strategies to position the business in the auto mechanics industry in Ekurhuleni.
- Formed and sustained strategic relationships with suppliers and clients (Gauteng Provincial Government in Ekurhuleni, SAPS, and other private sector clients)
- Implemented campaigns and promotions to help with developing service offerings by the business.
Collections Strategy Manager
Standard Bank of South Africa (Home Loans)
Johannesburg
01.2016 - 04.2019
- Successfully initiated an email campaign within collections operations recognizing that the modern day customer's need for privacy in discussing their credit affairs.
- Fostered very agile and creative relationships with partner departments in our efforts to collect on the SBSA home loans book.
- Was rewarded with an interim salary increase in 2017 in recognition of best performance in the first half of that year.
Quality Control Operations Manager
Standard Bank - Collections call centers
Johannesburg
01.2015 - 01.2016
- Served as subject matter expert in implementing a Call Structure which led to creation of the Quality Control department.
- Gained valuable insight on importance of good relations between staff training, quality control and performance management, as chief drivers of desired collections effectiveness.
Collections Operations Manager
Standard Bank - Cheques & Loans
Johannesburg
09.2013 - 01.2015
- Managed Inbound and outbound early stage call center teams, and also worked with the legal team collecting on overdrawn cheque and arrear loan accounts.
- Was very instrumental in the change of thinking from efficiency intensive collections management to focus more on effectiveness (results oriented) of collections activities.
- Got rewarded for being one of the best junior managers in the operations team in 2014.
Inbound Collections Team Leader
Standard Bank - Credit Card Division
Johanneburg
08.2008 - 08.2013
- Fostered a culture of people development which resulted in at least 40% of the individuals led becoming leaders.
- Maintained high levels of productivity with reduced staff turnover by creating an engaging environment for the staff.
- Got nominated as 2IC manager for the night shift Inbound team attending all managerial committees with the night shift management team.
Education
BA Degree - Psychology & Sociology
University of Witwatersrand
Johannesburg, South AfricaSkills
- Administrative Management
- Business Leadership
- Collections operations management
- Collections strategies
- Customer Service Management
- Data Analysis
- Entrepreneurship
- Goal Setting and contracting
- Resources Allocation
- Strategic Decision-Making
- Quality Assurance
- Work Planning and Prioritization
References
REFERENCE
- Shivani Landie - Senior Credit Strategy Manager: Standard Bank Risk Shared Services, Home Loans - 083 289 5664
- Rouen Doorasamy - Head Credit Manager – Home Loans: Standard Bank Risk Shared Services, Home Loans Credit - 072 795 3935 / 011334 5031
- Ataa Khan - Collections Portfolio Head: Standard Bank Risk Shared Services, Personal Lending - 011 636 9634 / 073 846 2712
Languages
- English
- IsiZulu
- SeSotho
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
Customer Experience Agent
Averda
10.2022 - Current
Collections Team Leader
Metropolitan Revenue Services, (SBSA Book)
06.2022 - 09.2022
Quality Control Officer
Bridge Taxi Finance
02.2022 - 06.2022
Client Liaison Officer/Collections Agent
Bridge Taxi Finance
03.2021 - 01.2022
Managing Director
DIR Soulutions
04.2019 - 03.2021
Collections Strategy Manager
Standard Bank of South Africa (Home Loans)
01.2016 - 04.2019
Quality Control Operations Manager
Standard Bank - Collections call centers
01.2015 - 01.2016
Collections Operations Manager
Standard Bank - Cheques & Loans
09.2013 - 01.2015
Inbound Collections Team Leader
Standard Bank - Credit Card Division
08.2008 - 08.2013
BA Degree - Psychology & Sociology
University of Witwatersrand
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