Team Leader - Account Management

Summary about this job

Detail information about job Team Leader - Account Management. Terms and conditions vacancy

Reporting to the Operations Manager, the primary function of this role is to lead a high performing team in the management of customer accounts, debt recovery, proactive debt management, processing of vehicle administration tasks, general customer vehicle enquiries and the maintenance service program, whilst adhering to our principles of customer service excellence.
 
The role also entails successfully managing the maintenance service offering including debt management, along with the relationship and stakeholder management related to this.
 
Key responsibilities include:

• Contribute to the overall development of the Account Management strategy and manage the execution of the key initiatives within the strategy.
  
• Manage the collection of overdrawn funds from existing customer accounts in a timely manner
  
• Manage the Account Management team in the achievement of both financial and non-financial targets (debt management/recovery).
  
• Ensure our people and practices are contributing towards the improvement of our Net Promoter Score.
  
• Ensures a clear and consistent customer service ethos and team compliance with these practices
  
• Liaise with and provide feedback to various business units regarding immediate and underlying causes and trends leading to overdrawn customer accounts.
  
• Maintain data integrity and report team results including quality, productivity and telephone metrics on a weekly, monthly, quarterly & annual basis to key stakeholders.
  
• Complete regular stakeholder reporting specifically relating to the business debt position.
  
• Monitor and manage all escalations to an acceptable resolution.
  
• Analyse trends in customer complaints and escalations to effectively reduce and manage overall numbers in collaboration with Operations Managers.
  
• Support the business in improving online presence (Product Review/Google), responding/resolving complaints/compliments, completing regular reporting for stakeholders and working with marketing functions to ensure continual improvement.
  
• Develop and document improvements (scripts, processes and procedures) for the team and other internal departments that enhances our service offering and arrears management
  
• Provide leadership, mentoring and coaching to direct reports, including feedback on an informal, day to day basis, as well as via regular one on one catch ups and performance reviews.
  
• Contribute to the identification and development of potential / future leaders for the broader Maxxia business.
  
• Proactively manage performance of direct reports ensuring achievement of KPIs.
  
• Highlight excellent customer service achievements in the broader team and positively reinforce desirable behaviours in line with Maxxia behavioural standards.
  
• Effectively manage employee turnover, absenteeism and annual leave liability.
  

 To be considered for this role, you will possess:

• Demonstrated experience in Financial Services industry
  
• Experience in managing a contact centre team and/or operational support area
  
• Experience in managing portfolio workloads
  
• Proficient in Excel
  
• Experience in managing debt and debt recovery is desirable
  
• Well-developed coaching/ mentoring and motivating skills with a demonstrated ability to lead and motivate a team
  
• Ability to effectively manage customer complaints and escalations
  
• Excellent time management skills with the ability to multi-task and prioritise tasks according to strict timelines
  
• Willingness to take ownership and accountability of own actions and that of their team
  
• Ability to recognise opportunities for process improvement, and to propose and subsequently implement approved changes to process
  
• Proven liaison and negotiation skills and the ability to represent Maxxia with sensitivity in customer contact.
  
• Strong understanding of operational management principles (metrics & performance drivers) and customer services delivery mechanisms
  

To apply please click on the "Apply" button below and complete our online application form.