Sunay Du Plessis

Experience

• 

  Absa Group

  Jan 2008 - Nov 2019

  Key Achievements: • Supervised and executed the implementation of initiatives related to Early/Late Stage Collections as outlined by the specific Business Unit, whilst translating Collections strategy into operational plans to assist customers in distress to normalise their accounts.• Ensuring that policies and procedures to achieve set goals (revenue targets and expense budgets), quality, compliance, people development and performance management are in place through innovative solutions. Key Responsibilities: • Supervise a team to drive outcomes needed and to be efficient in managing collections initiatives, together with customer retentions; Inbound and Late Stage collections environment of Pre Legal Card Collections including Forbearance accounts. • Identify and manage key strategies to maximise debt collection; Managing Source strategy of External Debt Collection Agencies (6) across Early and Late Stage.• Managing the Charge off strategy to Legal Recoveries.• Spearhead protocols that focus on creating a rehabilitative culture.• Liaise with external parties; Contracting and Management of Service Level Agreements with Internal and External service providers for all the Operational support and Collections capabilities. • Implemented target goals by setting and enforcing standards for customer service, efficiency and quality; Monitor collections performance against agreed KPI measurements set by Stakeholders and Credit Risk,• Assist in designing of new collections and recoveries strategies to reduce the loss of impairment with the Credit Risk Team. • Observe and review employee interactions with customers to ensure all policies and regulations are being adhered to at all times.• Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; contributing information and analysis to organizational strategic plans and reviews. • Compile monthly reports. Show less Key Responsibilities: • Manage daily operation within the Home Loans Legal Department against set targets driven by strategy.• Ensure that team members deliver on internal and external Service Level Agreements (SLA's) by analysing Management Information on a daily basis monitoring the following process: Turnaround times, financial targets and volume of accounts.• Assist with reporting on all delivery targets in specific areas from Litigation, Recoveries and Registrations.• Manage the relationship with all the Litigation Attorneys on and reserve Panel (40 Attorney Firms) regarding performances and changes in the processes as well as external impacts in terms of new Court Rulings, mitigating risks and losses to the Bank. • Escalate all non-compliance in terms of performance or adherence to policies of Attorneys to Supplier Relationship Management and Head Home Loans Collections and Recoveries.• Monitor expenses incurred by the department thereby ensuring that the unit remains within budget. Report any expenses that are not correctly charged to the department including Attorney cost.• Manage impairments in terms of concluded sales by ensuring that Nett Realisation Value on the system is changed to the sale figure after confirmation. Show less Key Responsibilities: Absa Card• Develop and deliver operational business improvement initiatives.• Manage card operations process design, implementation and improvement, applying lean process techniques to improve efficiencies and quality to deliver best regulatory and operational processes.• Ensuring operational readiness throughout card operations when launching new campaigns, processes or systems; This involves dealing with issues in operations that deviate from standard or expected policies, processes and procedure.• Manage and enhance the operational procedures and capacity planning tools within card operations. • Deliver lean process training and problem solving techniques to colleagues.• Proactively build good relationships with a diverse set of stakeholders to raise profile of unit, and to support the delivery of the overall objectives and the collective vision.• Prepare detailed management reports for senior management and Board as required.• Ensure strategies and processes are communicated and executed as planned through communication session and developing training material for operations.• Involved with projects which has an impact on card acquisitions, and ensure the smooth implementation of the project within card operations. • Provide effective leadership and engagement - seen as a role model. Influencing the operational direction. Show less

  • National Manager Pre Legal Collections

    Sept 2013 - Nov 2019

  • National Manager Home Loans Legal Recoveries

    Sept 2008 - Aug 2013

  • Business Improvement Manager

    Jan 2008 - Aug 2008
• 

  LGR Incorporated Attorneys

  Dec 2019 - now

  Call Centre Manager / Team Lead

  Key Achievements: • Ensured that the call centre is achieving maximum profitability and effectiveness.• Implemented target goals by setting and enforcing standards for customer service, efficiency and quality.• Compiled monthly reports to senior management and presented plans to ensure targets were achieved.Call Centre Manager / Team LeaderKey Responsibilities: • Supervise a team to drive outcomes needed and to be efficient in managing collections initiatives, together with customer retentions; Outbound Collections for Secured and Unsecured Legal Collections.• Building of call, sms and email campaigns via the Collections system to increase customer contactability and collections.• Lead, manage and ensure the effective and efficient operation in terms of the implementation of divisional strategy, ensuring that we connect to the right people at the right time, in a cost-effective manner.• Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance. • Ensure Service Level Agreements are met in accordance with Stakeholder requirements. • Focus on maintaining customer relationships, meeting various KPIs and troubleshooting specific customer problems. Show less