Responsibilities
Operational Processes

• Work consistently according to defined standard operating procedures.
• Input into identifying ways to fine tune procedures and the application thereof.
• Gather information and dhare experiences and knowledge of relevant work matters to ensure delivery of results.
• Overcome obstacles encountered by using previously learned methods of solution; or report back, escalating through channels provided, seeking advice from authority.
• Ensure that resources of time, skills, equipment and materials are neither wasted nor misused.
• Support the work performed by others.
• Prioritise work to ensure that all deadlines are met.

Customer Queries Resolution

• Resolve customer queries within agreed SLA’s. This will include end to end query resolution with correct escalation path and feedback to the business and external customers.
• Calculate the credit(s) due to customers, if any is due to the customer.
• Doing follow ups on query raised and provide necessary feedback to the business and the customer.
• Based on issues identified during queries investigation give input to the relevant stakeholders to fix the issues. 
• Resolution of any queries raised, timeously and ensuring appropriate corrective action through relevant stakeholders. 
• Ensure revenue leakages identified via the Revenue Assurance process is continuously updated.

Customer Satisfaction/Service

• Managing all inbound and outbound campaigns and calls as per the agreed KPI’s and SLA’s.
• Loading of Outbound campaign files on the dialler as and when required.
• Manage all administrative functions with the help of systems. 
• Manage contact center service levels and answer rates.
• Ensure delivery of exceptional customer service that would positively impact on the Customer Satisfaction Index
• Ensure maintenance of customer confidentiality at all times
• Handle escalated queries and ensure the resolution as per the agreed SLA’s. 
• Management of walk-in customers
• Ensure workflow continues without interruption

Monthly Customer invoicing

• Prepare trend analysis of customer invoices with the objective to pick up anomalies.
• Investigate and report all invoicing abnormalities identified.
• Raise query tickets and consolidate the team query reports.
• Liaise with Billing to raise adhoc invoices when required.

Debtors Management:

• Work with existing policies, processes and procedures in such a way that operational efficiencies and performance are enhanced, and optimal results achieved.
• Maintain collections path management within agreed SLA’s.
• Testing of collection plans to ensure collection paths are working correctly and optimally.
• Clearing collection path errors – incorrect segmentation; manually invoked collection paths; accounts fast-tracked to legal.
• Maintenance of exclusion accounts.
• Perform monthly deactivations (involuntary churn) reporting.
• Run weekly age analysis and monitor balances.
• Ensuring that the customer call cycle is strictly adhered to and achieved.
• Promote rehabilitation of outstanding accounts.
• Ensure credit card accounts are actioned – expired credit cards, RD’s.
• Ensure staff members achieve their collection targets that have been set for them.
• Manage small balance write offs on a regular basis. 
• Manage high usage reports/alerts and ensure timeous execution.
• Management of nursery book to ensure accuracy of details and prevention of default.
• Review and maintenance of credit limits.
• Positively impact cash flow by ensuring the accurate and timely collection and processing of payments of accounts receivable.
• Accurate allocation of payment to invoices as per remittance received within agreed timelines accurate accounting records.
• To handle disputed accounts and negotiate with clients to bring payment in line with terms.
• Produce regular (agreed timelines) and accurate reconciliations for customers’ accounts and ensure that payments are allocated, and these are stored centrally for ease of access.
• Timely engagement with customer on default payments
• Full accountability that all accounts allocated in your book is actioned monthly and is collected on.
• All engagements and activities with customer must be documented on the core system with clear and accurate notes of update.
• Follow up on legal procedures and monitor the progress of handed over accounts.
• Monitor ageing of debtor’s books ensuring accuracy, reduced overdue amounts and collections levels maintained.
• Do forecasts on a weekly / bi weekly and monthly basis.

Supervisory /Managerial/Leadership Complexity:

• Day to day management of staff.
• Train and develop team members on an ongoing basis. Recommend training and development interventions and follow through to resolutions. Coach staff on company policies and procedures
• Consistent Performance Management monitoring.
• Conflict resolution and disciplinary action in accordance with MTN code of conduct
• Ensure staff KPIs and PDPs are in place and managed and handle all HR and IR matters

Risk Management

• Ensure the Credit risk exposure is within the acceptable risk. 
• Ensure compliance with MTN credit risk framework. 
• Manage working capital within required parameters and Operating budgets.
• Provide a framework and fine-tune systems to ensure the effective collection of outstanding funds in accordance with the terms stipulated in the relevant commercial agreements. 
• Engage and influence to ensure alignment of key stakeholders.
• Ensure that MTN is always in possession of the latest customer information to assess risk exposure.
• Calculate and report on bad debt and credit notes provisions at a customer level monthly within deadline.
• Establish relationships to optimise collections activities.
• Manage debtors’ days (terms) within company targets or policy.
• Provide input in all relevant commercial agreements drafting and operate within the agreements.
• Ensuring all credit and collection policies and procedures are adhere to.
• Perform risk assessment on new and current accounts to ensure Credit risk exposure is within the acceptable credit tolerance levels with MTN SA.

Reporting

• Prepare provision & bad debt reports monthly.
• Daily, Weekly and monthly Debtors Performance Reporting using the Age Analysis as the bases.
• Prepare and Manage all other reporting required in line with collections requirements and Analysis of Accounts.
• Prepare Cashflow Reports within the deadline.
• Closing Receivable Month-end and report / Recons (Sub-Ledger to GL).
• Contribute and departmental projects.
• Manage and monitor core operating systems.
• Ensure that all reports are submitted as per the set deadline on a daily and monthly basis
• Analytical skills, with the ability to create and process financial spreadsheets.
• The ability to analyse and interpret information.

Customer Relationship

• Responsible for maintaining and building good internal and external customer relationship based on MTN Brand values.
• Liaise with customers to ensure client expectations and service levels are being adhered to regarding maintenance of customer accounts 
• Ensuring that client queries are resolved within agreed SLA’s, TAT’s and set guidelines 
• Attend client meetings to speedily resolve outstanding queries, so that the client can pay within stipulated time lines (payment terms).
• Provide accurate advice and education to customers to ensure adherence to all standards and operating practices.
• Responsible for escalation and feedback to customer on all issues and matters raised both by customer and channel (sales, etc.)
• Timely notification to customers and channel on items identified that may impact the customer and pro-active approach to resolve these items. 
• To liaise with Sales and have regular contact with clients by agreed mediums. Notify on status of accounts.

Managed audits

• Liaise with internal and external auditors to resolve audit points by ensuring that they are dealt with effectively and timeously.
• Ensure the auditors receives all the required information to ensure that audits are completed within deadline and budget.

Project Management 

• Contribute to delivery of agreed projects including primary controls, policies and procedures.

Quality Management

• Ensure evaluations and quality checks are done according to MTN quality standards.
• Ensure adherence to credit management primary controls, policies and procedures.
• Ensure service delivery according to MTN SA quality standards.
• Ensure alignment to legislative and regulatory requirements (NCA, CPA, etc)
• Ensure Audit findings are addressed and completed

Qualifications
Education: 

• Credit Management Certificate / Accounting Certificate
• 3-year Diploma /3-year Degree 
• Credit Management training or accreditation

Experience:

• Minimum 5 years credit control experience in a corporate environment with high focus on service delivery
• Minimum 3 years accounting experience 
• People Management in large environment