Cards Leader Job (Auckland, New Zealand)

[Mr. Job]

الصحف المصرية والعربية

Job Number: 2096373 Business: GE Capital Business Segment: Capital - International About Us: Posted Position Title: Cards Leader Career Level: Experienced Function: Collections Function Segment: Collections - Multi Stage Location: New Zealand U.S. State, China or Canada Provinces: City: Auckland Postal Code: 1010 Relocation Assistance: No Role Summary/Purpose: To design, build and execute on collection strategies relating to outbound contact activity on New Zealand credit card portfolios to achieve operational goals and objectives. To lead, coach, and develop Team Leaders to achieve performance and quality targets. To manage the department’s adherence to policy, compliance and other legal requirements. To contribute to projects and initiatives aimed at improving overall delinquency and loss performance efficiently. Essential Responsibilities: People Leadership and Development


- Employee development plans, including performance reviews, personal development plans, monthly one to ones, goal setting and developing high potential Team Leaders

- Performance management and disciplinary activities

- In conjunction with Team Leaders, drive engagement and coaching activity to maximise performance outcomes

- Maintain and follow through on own personal development plan

- Participate in technical, functional and soft skills training as required
Customer Experience

- Own and enhance customer experience across multiple collection activity touch-points

- Effectively handle escalations and complaints

- Manage internal customer relationships

- Develop and promote the company’s reputation by executing on internal and external relationship opportunities

Operational Effectiveness

- Identify and execute on opportunities to collect more efficiently

- Ensure provision and utilisation of effective reporting, analytics and metrics

- Monitor departments productivity metrics such as average handling time, calls per hour, contact effectiveness, promise-to-pay and cash collected

- Quality compliance and auditing

- Drive tactical and strategic opportunities across collections activity in the cards portfolios

- Collaborate effectively, and align where appropriate, with other New Zealand and Australian Collections and Risk Teams

In addition to this, you are required to meet the following specific compliance measures:

- Work in accordance with all GE policies and procedures, demonstrating high ethical standards consistent with the GE Spirit & Letter.

- Immediately escalate any potential compliance issues to Team Leader, Compliance, Legal, HR or through any Open Reporting channels

- Complete 100% of all Compliance training and any other training as assigned to you when due

- Ensure you adhere to all the Environment, Health & Safety (EHS) policies, procedures and responsibilities as detailed in the EHS Manual on the EHS Links site

- Other related tasks as agreed Qualifications/Requirements: Qualifications

- Tertiary qualification and demonstrative relevant work experience (minimum 4 years collections and/or people leadership experience in a call centre environment)

Technical Knowledge

- Demonstrable knowledge of collections principles, activity and tools used in consumer financial services environments (eg: Outbound dialler) Additional Eligibility Qualifications: Desired Characteristics: Skills
- Strong analytic and decision making abilities
- Exceptional communication skills – both written and verbal
- Able to work effectively at all levels in an organization
- Excellent active listening skills
- Experience and knowledge of process improvement principles and methodologies
- Problem solving and root cause identification skills
- Must be a team player and able to work with and through others
- Negotiation and influencing skills - ability to influence others and move toward a common vision or goal.
- Previous change management experience is a plus.
- Organisational skills Attributes/Behaviors
- Able to create and maintain effective business partnerships
- Achievement driven, self-motivated and empowers and inspires others
- Strong change management focus
- Promotes high standards in self and in others
- Continuous improvement focus

Read More