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Key Account Manager - Financial Services Collections - Bellville

Bellville, Cape Town, Western Cape
Main Purpose of Role
To provide Key Account leadership, ownership and management to external and internal stakeholders in line with the business strategy.
Managing their client accounts to ensure contractual obligations of clients and the Company strategic objectives are met (including collections targets and service standards).
Exploring and developing new business development initiatives or opportunities, including expanding of current mandates and revenues.
Required Minimum Education / Training
  • Grade 12
  • Bachelor’s Degree or equivalent qualification in Marketing, Business or a related field
  • Proficient in Microsoft Office packages
Required Minimum Work Experience
  • 3 – 5+  years’ experience in a Key Account Management environment, within the Retail / Specialised Lending industry
  • Experience in Collections / Debt recovery / Credit Industry advantageous
Technical and Behavioural Competencies Required
Technical Behavioural
  • MS Office skills
  • Business writing and corporate  communication ability
  • Collections experience
  • (Advantageous) Knowledge and understanding of the:
    • National Credit Act
    • Debit Collector Act
    • Companies Act
    • Working knowledge of:
    • Cheetah ASC and MBD versions
    • Query Resolution System
  • Good interpersonal skills
  • Emotional intelligence
  • Operates within Transaction Capital Values including Integrity, Respect, Innovation and Competence
  • Ability to effectively direct a team to achieve strategic results
  • Work within multiple teams to achieve goals and objectives of MBD and clients
  • Process oriented with good attention to detail
Key Performance Areas
Relationship Management
  • Building and maintaining key customer relationships
  • Arrange and facilitate client meetings including monthly and quarterly performance reviews
  • Be the face of our business to the client, demonstrating our core values and collections business acumen
  • Develop strong relationships with internal stakeholders and business divisions to effectively manage client requirements and execution
  • Conclude  service level agreements with the client by understanding client needs and requirements
Business Development
  • Providing input to the Executive with preparation for new business strategies
  • Development of sales presentations and proposals
  • Account planning and management, including ranking and reporting
  • Compiling, analysing, forecasting and reporting on short, medium and long term business prospects and opportunities – pipeline management
  • Initiating and developing innovative ways of attracting new client business
Service Management
  • Ensure that the SLA signed with client is met, including management of escalations both at client and internally.
  • Ensure client’s expectations are clear within our business – aligning objectives, including equipping the support staff with relevant knowledge to service client appropriately (CS/Training/IT/Ops/Finance/Campaigns).
  • Coordinate with all internal stakeholders and be accountable for client feedback.
  • Development and preparation of presentations for client meetings and performance reviews
  • Review of internal collections and service performance
  • Problem management of issues and concerns (Root cause analysis).
  • Identify, evaluate and escalate client risks, and implementing corrective action where appropriate
  • Analysing  trends to effectively management client SLA and ascertain capacity requirements and concerns for future months
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