Role Purpose

The Head of Vetting & Collection is Responsible for:

 Managing the customer onboarding journeys, underlying policies and all related credit risk modelling standards. In addition, you will be responsible for supporting multiple internal stakeholders with advance analytics solution and in doing so directly support and inform Vodacom’s strategic direction going forward. Design and implement end-to-end collections strategies with the main focus on driving cash collections, normalizing churn and reducing bad debt. Implement cost effective account management campaigns that are aimed at improving collections efficiencies. Back-Office Management 

-Lead, inspire and develop our customer contact operation into a high-performing, compliant and service-assured function. 

-To support in the form of operational knowledge and expertise, the design of the Group's overall customer experience vision, goals and strategy in a way that will ensure alignment across all customer touchpoints. 

- Oversee the design and implementation of core functionality aimed at delivering customer interactions in line with the desired customer experience and ensure that the wider operating model (people and technology) is aligned. 

- Through the agreed company-wide and contact center KPIs - to manage, monitor, report and improve operational performance to ensure that relationships with customers are delivering against expectations and the Operations capability is at the required levels. 

- Working through the Decision Science team, analyze customer behavior and insights to identify issues and opportunities across customer touchpoints. 

Key accountabilities and decision ownership

1.Design and implement end-to-end collections strategies 
• Classify and prioritize accounts according to their risk category 
• Drive performance of early, Prelegal and post write off books 
• Monitor  and review bad debt forecasting 
Normalization of  accounts age trends  
• Track and campaign accounts according to their age and risk status 
• Observe FPD (First Payment Defaulter) trends and flag them accordingly 
Reduce bad debt 
• Increase efficiencies around performance of outsourced vendor  
• Introduce strategies to rehabilitate customers and improve performance of the prelegal book 
• Introduce strategies to improve DCA collections rate 
• Analyze and report on trends of non- performing products / packages and engage with relevant role players within our division 
• Drive initiatives aimed at reducing cost to collect 
• Manage and monitor arrear staff accounts 

2.Decision Science:
• Maintain and develop segmented credit risk models and decision processes to optimize acceptance rates within the agreed risk mandate / appetite and do so in a responsible manner.
• Maintain and develop segmented credit risk models and decision processes to optimize acceptance rates within the agreed risk mandate / appetite and do so in a responsible manner. 
• Support the structured finance / working capital transactions (as technical business owner) on an ongoing basis. 
• Perform ad-hoc analysis and reporting on an ongoing basis to inform strategies aimed at producing better customer outcomes and deliver these through the creation of new rulesets / decision processes. 
• Proactively drive the hyper personalization of customer propositions and in doing so ensure the best value for Vodacom's customers. 
• Support the Manager: Decision Science in providing strategic as well as technical guidance / direction to the decision scientists within the team and proactively drive their development. 
• Oversee and manage Vodacom' post-paid portfolio on an ongoing basis to maximize Vodacom's risk-adjusted rate of return by maintaining credit risk exposure within acceptable parameters (i.e., KPIs, credit limits, etc.) 
• Own and maintain the credit policy of the organization. Ensure the policy is updated on an ongoing basis to accurately reflect changes in processes / mandates. 
• As analytical business partner, support internal stakeholders as and when required with reporting / modelling / analysis, deliverables. 
• Provide forecasting inputs (churn, nominal bad debt, etc.) as and when required for budget / planning purposes. 
• Ensuring compliance and regulatory requirements are always adhered 
• Excellent stakeholder management skills with experience of briefing up-to board level. 

Core competencies, knowledge and experience:

1. Skills:
• You are comfortable working in a highly pressurized environment and comfortable with both technical and highly operational environments.
• You have a solid and well-defined track-record of financial / credit portfolio management.
• You have people mentoring/developing experience in formal or informal capacity, and you really enjoy that part of the job.
• You have strong technical experience creating automated decision processes for consumer credit products such as credit risk scorecards, affordability estimators, policy rule models and other credit decision processes. 
• You have a passion for data and problem solving. 
• You can work in a fast-paced start-up environment. 
• You are initiative-taking, and you can work autonomously. 
• You are excited about the future of telecommunication and want to collaborate with us to shape it. 
• You are keen to learn and motivated by impact 

2. Job Knowledge: 
• Advanced knowledge of technical business analysis principles.
• In-depth understanding of corporate information systems / processes.
• Extensive knowledge and experience in credit risk / vetting best practices/ collections 
• In-depth knowledge / experience using commercial vetting decision applications / frameworks and collections 

3. Behavioral competencies: 

• Applying Business Expertise and Technology Solutions 
• Analytical Thinking 
• Problem solving 
• Effective People Management 
• Deciding and Initiating Action 
• Relating and Networking 
• Delivering Results and Meeting Customer Expectations 
• Adapting and Responding to Change 
• Coping with Pressures and Setbacks 
• Following Instructions and Procedures 
• Writing & Reporting 
• Presenting & Communicating Information 
• Planning and Organizing 
• Learning and Researching 
 

Qualifications

Must have technical / professional qualifications: 
• BCom Degree or Credit Management Qualification 
• Telecommunications experience advantageous  
 

Risks:
• Portfolio deterioration and bad debt escalation  
• Acceleration of high usage and fraudulent activities
 

Department: Finance

Reports to: Chief Financial Officer

Together we can.