Ntiyis Consulting Vacancies

To apply, click on the link at the end of the posts and all the best with your applications.

1. CONTACT CENTRE DEBT COLLECTION TEAM LEAD
2. CREDIT CONTROL SENIOR CONSULTANT

CONTACT CENTRE DEBT COLLECTION TEAM LEAD

POSITION NAME: TEAM LEAD: CONTACT CENTRE – DEBT COLLECTION
REPORTING LINE: CONTACT CENTRE MANAGER
DIRECT REPORTS: NONE
SUBSIDIARY/ DEPARTMENT: NTIYISO REVENUE CONSULTING
LOCATION: TSHWANE

Who are we?
Ntiyiso Consulting Group is an authentically African and globally wired management consulting firm
specialising in all major industries. We deliver sustainable solutions through three subsidiaries, viz.
Ntiyiso Revenue Consulting, Ntiyiso Business Consulting and Ntiyiso Industrialization Consulting.
Ntiyiso means ‘TRUTH’ in the Xitsonga language. Therefore, we are naturally inclined to deliver the
most trusted solutions to our clients and at the heart of why we exist lies our purpose: to empower
institutions that enable Africa’s development.

Job Purpose
A Contact Centre Team Leader supervises the day-to-day delivery of the contact centre processes
and services. The team provides a customer service experience for customers needing assistance
regarding their municipality accounts in line with Ntiyiso Consulting’s operational excellence
standards, procedural compliance and customer experience expectations. In addition, the Team
Leader oversees the financial information analysis to make appropriate repayment agreements for
customers with delinquent accounts. The main goal is to improve the cash position and reduce the
debt book of the clients.

Key Responsibilities

TEAM MANAGEMENT
 Managing the day-to-day activities of the team
 Developing and implementing a timeline to achieve targets
 Conducting training of team members to maximise their potential
 Performance contracting and development
 Conducting quarterly performance reviews
 Managing cross-boundary relationships

QUALITY ASSURANCE
 Monitoring the implementation of the operations management recommendations
 Developing and presenting the summary reports, identifying consistent issues, and proposing
solutions

QUERY MANAGEMENT AND RESOLUTION
 Resolving all escalated valid queries per debt debtor type, area and service types
 Ensuring that the clients are provided with feedback regarding the current query status
 Ensuring resolution of all pending status queries and reports

QUALIFICATIONS AND EXPERIENCE

Essential Requirements:

 National Diploma/bachelor’s degree in commerce, Finance, Economics, Business Management,
Operations Management or related qualification.
 5 years prior experience in debt collection, customer service, call centre and/ or related work
experience.

Desirable Requirements

 15 years of experience in debt collection, customer service and call centre or related
experience

Other Requirements are not prerequisite

 Registration with the debt collection council

WORKING CONDITIONS AND SPECIAL REQUIREMENTS

Shift work, Overtime, Travel, Uniform, Special conditions

 Expected to work long hours from time to time, sometimes shift work

Duration of Employment

 Performance-based Fixed Term Contract

Behavioural Competencies
 Communication Skills
 Delegation
 Professionalism
 Emotional Intelligence
 Proactive Self-starter
 Multi-tasking
 Ability to work under pressure
 Results-driven
 Adherence to company values

Technical/ Proficiency Competencies
 Knowledge of municipal policies (credit control and debt collection)
 Ability to obtain customer details from the municipal finance system
 Good understanding of CRM practices and systems, such as APT & Presence Suite systems
 Customer Orientation
 Negotiation skills
 Attention to detail
 Influencing skills

Closing date 31 July 2024
Ref: CCTL//07/24

CREDIT CONTROL SENIOR CONSULTANT

REPORTING LINE: ENGAGEMENT MANAGER
DIRECT REPORTS: CREDIT CONTROL CONSULTANT
SUBSIDIARY/ DEPARTMENT: NTIYISO REVENUE CONSULTING
LOCATION: MATJHABENG

WHO ARE WE?
Ntiyiso Consulting Group is an authentically African and globally wired management consulting firm with expertise across all major industries. We deliver sustainable solutions through three subsidiaries, viz. Ntiyiso Revenue Consulting, Ntiyiso Business Consulting, Ntiyiso Industrialization Consulting. Ntiyiso means ‘TRUTH’ in Xitsonga language. We are therefore naturally inclined to deliver the most trusted solutions to our clients and at the heart of why we exist lies our purpose which is to empower institutions that enable Africa’s development.

OVERVIEW:
The Credit Control Consultant will be responsible for driving the team’s credit control activities within the Matjhabeng Credit Control project. They should have a thorough understanding of the municipal revenue value chain and the process for credit control within municipalities. They will liaise with the project manager(s) to ensure the highest levels of project delivery. They will create and deliver data-driven solutions, insights, and analyses to provide value to a portfolio/business area, by gathering, validating, integrating, structuring, documenting, presenting, and interpreting data to enable improved collection of revenue from defaulting customers.

JOB PURPOSE

The role requires professional experience in the municipal revenue collection process including the bylaws and procedures for defaulting customers. The candidate should also be able to perform analysis, visualization, and reporting on complex data sets to draw conclusions from them to inform the
decision-making process at a management level. The main key component to be measured will be the improvement of the City’s Debt Book vs the debt book at the start of the project. SAP system understanding and experience in municipalities is also essential.

POSITION REQUIREMENTS

• Compile reports of Credit Control processes including Final demands, disconnections, inspections, and deviations. Monitoring Credit Control actions vs payment levels to the city.
• Compile reports of audits, inspections, and deviations with recommendations for corrective action and mitigating actions for work completed by the field teams.
• Monitor reports for disconnection accuracy from various field teams on site.
• Liaise with business stakeholders to identify and translate their business requirements to ensure that relevant and value-adding solutions are developed to aid in effective decision-making.
• Generate and present insights from data through recurring and ad hoc analyses/reports to support strategic business decision-making.
• Create appropriate documentation that allows stakeholders to understand the steps of the reporting/data analysis process and replicate the reports/analyses if necessary.
• Collaborate with stakeholders to identify opportunities for process improvements, recommend system modifications, and develop policies for data governance.

Attributes and Skills
Proficiency in Microsoft Excel or a similar program
Report writing
PowerPoint presentations
Administrative skills
Time Management
Strong verbal and written communication skills
Interpersonal skills
Planning
Developing relationships
Team Cooperation

Technical/ Proficiency Competencies
● Report writing
● Municipal Product knowledge and bylaws
● Business Acumen
● Proficient MS Office skills intermediate / advanced
● Data modeling and database design and maintenance skills
● Strong analytical and data-handling skills

Prior exposure necessary to perform

● BSc degree in Computer Sciences / BCom in Financial Information Systems or anybequivalent qualification.
● SAP System knowledge will be an advantage (Municipal Financial Systems).
● 5 years’ experience relevant experience in revenue management projects on localbgovernment will be an advantage.

Other requirements specific to the job – minimum

● Must have a valid driver license and own vehicle is an advantage

TO APPLY:
Please send your Curriculum Vitae and proof of qualificationsto: careers@ntiyisoconsulting.co.za
Consider your application unsuccessful if you have not heard from us within two weeks after the closing date

CLOSING DATE: Friday 26 July 2024
Reference: NRC/MAT/CCC/04/24

All the best with your applications.