Position Context POSITION DESCRIPTION. Corporate and Commercial. Date created/revised 9 August Evaluation No & Date (P&C use only)

Transcription

1 POSITION DESCRIPTION Position Title Group Branch Reports to (Title) Debt Recovery Team Leader Corporate and Commercial Commercial Credit Manager Date created/revised 9 August 2013 Position Type Officer People Manager Evaluation No & Date (P&C use only) Job Purpose To lead our debt recovery team and processes to maximise our revenue collection and debtor contact rates, and minimise our debtor levels, whilst operating in accordance with our Financial Hardship Policy, all relevant regulatory requirements, legislation and financial requirements. Position Context Scope of job Reporting to the Credit Manager, the Debt Recovery Team Leader is responsible for managing our debt recovery team to maximise revenue collection and contact rates to minimise debtor levels and minimise bad debts. Responsible for 7 staff who are responsible for outbound telephone activity and inbound telephone activity, negotiating resolutions with customers and where necessary, recommending further actions, or assistance from our Hardship Assist team. These functions must be diligently managed, keeping in mind sound financial management and the sensitive nature of these recovery actions and customer circumstances. These functions are highly regulated, given the presence of our Hardship Policy, the Electricity & Water Ombudsman Victoria (EWOV), Customer Contract, Privacy legislation, Trade Practices act and other legislation. Excellent judgement and decision-making skills needs to be exercised within guidelines to investigate and either solve or escalate complex customer needs. When exercising this judgement, an acceptable balance must be reached between customer service and the financial interests of the company. Side-by-side coaching, quality assurance and call monitoring practices are essential to ensure the team are identifying improvement opportunities, following procedures and engaging with our customers appropriately. Page 1 of 8

2 customer contact activity. The position has a major impact in South East Water sustainability and customer results through our debtor and bad debt results and our Overall impact - Provide leadership, direction, encouragement and support to staff who are dealing regularly with customers in difficult circumstances. - Ensuring that debt collection levels are maximised and other debtor targets are met. - Ensure that customer contact rates are maximised, whilst ensuring that quality conversations and resolutions are occurring with customers. - In a high-volume environment, ensuring that our largest debtors are allocated, thoroughly actioned and effectively managed. At any point in time, the team is typically managing our largest 2,000 debtors worth approximately $3.0 million in overdue amounts. Also, ensuring that accounts at the end of the automated collection cycle are allocated and actioned accordingly. - Ensuring that customers in more difficult or unique circumstances are managed in a sensitive and effective manner. Includes escalated calls and the resolution of more difficult customer issues including complaints received internally and by the Ombudsman. - Excellent communication and listening skills for customers with emotional issues and financial hardship and to assist staff in dealing with these customers on a daily basis. - Ensuring our recovery actions comply with our Hardship Policy and all regulatory requirements, including the Customer Contract, Privacy legislation, Trade Practices Act and all other legislation. Ensuring our company reputation is maintained. - Approval of our more serious recovery actions, such as restriction of water supply, legal action and default listings. - Court appearances are required for some legal cases. - Provide expertise in debt recovery and credit management across the business. - Running debtor reports to identify improvement opportunities and collection strategies. - Implement improvement opportunities. Dimensions - Number of people managed: - seven Page 2 of 8

3 - - Organisation Chart - - Size of budget managed: - Budget for 7 people, with overtime. - Value of Assets managed: - N/A Level of Authority - Instalment plans, More Time to Pay and Negotiated Settlements, as per the Schedule of Delegated Authorities. - Approval to restrict a customers water supply for non-payment and to then restore the supply when appropriate. - Approval to commence legal proceedings to recover unpaid amounts, to determine the next actions and to cease proceedings where appropriate - Account adjustments as per the Schedule of Delegated Authorities. - Bad debts as per the Schedule of Delegated Authorities. - Changes to branch quality documentation. - Authority to approve expenditure as detailed in the Schedule of Delegated Authorities. Constraints on authority: - Must operate within the legal requirements of the Water Act, Customer Charter and the Australian Competition & Consumer Commission (ACCC) Debt Collection Guidelines. - Must operate within the guidelines of our Hardship policy. Decisions made by job holder: - Repayment plans, more time to pay and settlements on customer accounts. Page 3 of 8

4 - Resolutions on more difficult or sensitive customer situations. - Approval of our more serious recovery actions, such as restriction of water supply, legal action and default listings. - Performance assessment of staff members. Decisions referred to manager: - Matters outside the incumbent s delegations as per Schedule of Delegations. - Matters that may escalate and have potential damage to South East Water s reputation. Typical problems solved by job holder: - Provide direction and assistance to direct reports to dealing with customers in unique, difficult and/or sensitive circumstances. - Review and update guidelines and procedures for payment negotiations and debt recovery practices. - Review and analysis debt recovery processes to minimise South East Water s debt position. Sources of guidance provided by the organisation: - The role is governed by the Water Act, Water Industry Regulations, Credit Collection Guidelines, Customer Charter and Hardship policy. Key Contacts Key contacts within organisation Team members Credit Manager Other Credit Leaders Manager, Corporate Hardship Assist Team Audit &Customer Advocacy Manager Finance Other senior managers and staff Purpose of contact For coaching, development and support for dealing with difficult customer issues. In relation to actions on our largest debtors, more sensitive or unique customer cases and collection strategies. To provide updates and/or outcomes on issues, challenges or changes. To provide updates on staffing or debtor situations. To work together to ensure vulnerable customers and customers experiencing hardship are given appropriate support. To provide background information and potential solutions for customers that have escalated their complaints to the EWOV. Debtor reporting advice. For expert advice and education on recovery and customer issues. Key external contacts Financial Counsellors Mercantile Debt Collection Agent EWOV Purpose of contact To discuss resolutions and the suspension of recovery actions for customers in extreme hardship. To clarify any customer problems or issues. To negotiate and resolve escalated complaints Page 4 of 8

5 ESC from customers relating to credit management issues. Assist with annual audit of our obligations against the customer charter. Key Accountabilities - Provide leadership, direction, encouragement and support to staff who are dealing regularly with customers in difficult circumstances. - Ensuring that debt collection levels are maximised and other debtor targets are met. - Ensure that customer contact rates are maximised, whilst ensuring that quality conversations and resolutions are occurring with customers. - Ensuring that our largest debtors are allocated, thoroughly actioned and effectively managed. - Ensuring that customers in more difficult or unique circumstances are managed in a sensitive and effective manner. This can include vulnerable customers and customers experiencing financial hardship. - Escalated calls and the resolution of more difficult customer issues including complaints received internally and by the Ombudsman. - Side-by-side coaching, quality assurance and call monitoring practices to ensure the team are following procedures and engaging with our customers appropriately. Knowledge, Skills, Attributes & Experience Minimum level of educational qualifications required for the role - The completion of an approved course in leadership, business and/or membership of the Australian Institute of Credit Management would be highly regarded. Highest level of skills required to perform at a competent level - Excellent Leadership skills, demonstrated in a high-volume environment. - Knowledge and experience relating to policies, standards and practices of Credit Management and other Customer Service areas. - Highly developed negotiation skills and inter-personal skills for customers with emotional issues or financial hardship and to ensure that a satisfactory balance between financial performance and customer service is achieved. - Excellent judgement and decision making skills. - Advanced skills in South East Water information systems, particularly HiAffinity and Salesforce. - Advanced PC skills in Excel, Word and Powerpoint. - Highly developed analytical skills and problem solving are essential to identify opportunities to improve revenue collection strategies and minimise potential bad debts. - Knowledge and understanding of our requirements under the Customer Contract, Privacy legislation, Trade Practices Act, the Australian Competition & Consumer Commission guidelines on debt collection, all financial requirements and any other relevant legislation. - Confidence in being highly audited. Page 5 of 8

6 Experience and Knowledge Proven leadership experience in the credit management, customer service and/or water industry. Demonstrated experience in leading teams and staff and achieving successful outcomes. Proven ability to make sound and timely decisions. Interpersonal skills which facilitate interaction and cooperation with relevant groups and individuals and the ability to negotiate and resolve conflict. Demonstrated experience in handling difficult customers, including vulnerable customers and customers experiencing financial hardship. A good understanding of the Water Act. Competencies and Attributes Highly results orientated Customer focus establishes and maintains effective relationships with customers and gains their trust and respect Ability to influence customers to achieve desired outcomes Able to adapt readily to different ways of doing things Proactive Analytical Page 6 of 8

7 Leadership Competency Pipeline 31 competencies have been identified that relate to success at South East Water. These competencies may be behavioural, technical, an attribute or an attitude. The Leadership Competency Pipeline outlines the core suite of skills that are required by individuals to be successful in the roles starting at an Individual Contributor through to the Executive Team. This position resides within the Manager s & Team Leader s : Executive Team / MD Business Acumen Dealing with Ambiguity Innovation Management Learning on the Fly Managerial Courage Perspective Branch & Group Manager's Building Effective Teams Developing Direct Reports and Others Listening Managing Vision and Purpose Problem Solving Strategic Agility Building Effective Teams Developing Direct Reports and Others Listening Managing Vision and Purpose Problem Solving Command Skills Planning Manager's & Team Leader's Confronting Direct Reports Decision Quality Managing & Measuring Work Personal Learning Priority Setting Process Management Confronting Direct Reports Decision Quality Managing & Measuring Work Personal Learning Priority Setting Listening Individual Contributors Customer Focus Drive for Results Interpersonal Savvy Organising Sizing Up People Motivating Others Customer Focus Drive for Results Interpersonal Savvy Organising Sizing up People Functional / Technical Skills Informing Perseverance Peer Relationships Technical Learning Page 7 of 8

8 South East Water Criteria Vision South East Water s vision Healthy Water for Life defines our business objectives. Things We Value The Things We Value guide our behaviour at South East Water and we are committed to the following four values: Clarity We know where we re doing and we understand why. Unity Underpins our success by working together. Agility We are fast, flexible and courageous. Delivery We strive for outcomes and celebrate achievement. Environment and Quality Systems Understand, implement, comply with and participate in as appropriate the quality and environment policies, objectives and systems. Occupational Health and Safety Management to accept responsibility for: Compliance with all relevant legislation and standards Providing and maintaining a working environment that is healthy and safe Encouraging staff to participate in the development of safe work practices Reporting of all hazards, incidents and implementing appropriate control measures Supporting our business stakeholders to ensure they pursue quality, OH&S and environment performance. Page 8 of 8