The Department Manager for Device Rental Contracts & Collections is responsible for overseeing the device rental management, collections, and financial health of the device rental business. This role will ensure the smooth processing of contracts, manage payment collections, and provide strategic oversight on reporting and KPIs related to day-to-day performance. The ideal candidate will have a strong technical understanding of device rental workflows, familiarity with network operator methodologies, and the ability to translate technical data into actionable insights.
Daily Activities
- Device Rental & Payment Management:
- Oversee the full lifecycle of device rental contracts, from initiation to termination, ensuring accuracy and compliance with contractual terms.
- Manage the collections process, ensuring timely payments from customers and addressing any issues related to late or missing payments.
- Operational Reporting & Performance Metrics:
- Develop, monitor, and analyze daily, weekly, and monthly reports on device rental performance, collection rates, and outstanding balances.
- Identify and manage key operational levers that affect the business, ensuring accurate tracking and reporting of KPIs.
- Collaborate with the IT and product teams to ensure that reporting tools and data systems are optimized for performance tracking.
- Technical Expertise:
- Stay updated on network operator methodologies, billing systems, and technical workflows related to device rentals.
- Ensure the team is well-versed in industry-specific lingo and processes to effectively communicate with stakeholders and resolve technical issues.
- Assist in developing and implementing technical solutions to improve device rental and payment management efficiency.
- Customer Relationship Management:
- Address escalations related to payment issues, device rental disputes, and billing inquiries, ensuring customer satisfaction while maintaining business profitability.
- Collaborate with customer service and sales teams to resolve customer account issues and prevent device rental churn.
Team Leadership & People Management
- Lead a team responsible for device rental administration, payments processing, and customer account management.
- Provide mentorship and training to the team on industry standards, technical tools, and best practices.
- Foster cross-department collaboration with product development, sales, and customer service teams to ensure a seamless customer experience.
- Implement strategic plans and objectives through influencing and implementing effective recruitment, training, motivation, and evaluation of all staff.
- Provide visible and clear leadership to the team, promoting a culture of high performance and customer focus.
- Conduct regular team meetings to ensure high levels of communication, teamwork, integration, motivation, training, and productivity.
- Implement and maintain people management practices in alignment with Tenacity policies.
- Mentor and coach staff and identify needs and update career growth plans.
- Ensure team members have clear and realistic targets/goals which are assessed quarterly through the KPA performance management reviews.
- Manage non-performance or probation requirements as stipulated in the Tenacity policies and/or contractual agreements concluded with the relevant leaders or staff members.
- Provide effective leadership to team members in order to achieve optimal efficiency of the department and to build a cohesive and well-motivated team.
- Ensure the team works effectively with individuals and customers, both internal and external across the business.
- Address any behavioral concerns in line with the Company’s Disciplinary Policy.
- Manage the team’s absenteeism in line with the Company’s Absence Management Policy (i.e., return to work, etc.).
- Management of ESS/Sage and unpaid leave transactions.
- Management of waybill and overtime/special time to payroll.
Functional Knowledge and Skills
- Strong understanding of device rental lifecycle management, collections, and financial reconciliation.
- Proficiency in reporting tools, CRM systems (e.g., Salesforce), and financial software.
- Excellent communication skills, with the ability to translate technical data into actionable insights for various stakeholders.
- Strong leadership and team management capabilities.
Additional Competencies:
- Technical Acumen: In-depth understanding of device rental workflows, network operator systems, and industry jargon.
- Analytical Skills: Ability to monitor key metrics, analyze trends, and make data-driven decisions.
- Customer-Centric Focus: Strong understanding of the customer relationship lifecycle in the context of device rental contracts.
Work Environment:
- Full-time, office-based position.
- Fast-paced environment, with opportunities to grow within a dynamic team.
- Qualification:
- Grade 12/Matric.
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