Job Description

Manager - Consumer Sales (Collections)

Posted Date: May 3, 2023

Manager - Consumer Sales (Collections)

Location: Regina or Saskatoon

Type of Position: Permanent Full Time

Number of Position: 1

Salary: $79,575 - $106,099 (determined based on education & experience)

Closing Date: May 15, 2023

POSITION OVERVIEW

Accountable for the effective leadership of SaskTel\'s front-line Credit Services teams by managing resources to achieve excellence in customer service and productivity to collect accounts receivable, maximize profitability, and control operating costs. Accountable for implementing and managing corporate credit policy, account treatment and collection processes to maximize revenues. Fosters an exciting work environment where employees are empowered to make decisions based on customer needs and corporate goals.

LEADERSHIP ACCOUNTABILITIES

People
1. Leads, directs and manages staff to ensure the effective use of HR resources. Maximizes performance by selecting (hire external or promote from within), developing, mentoring and sustaining a high level of expertise among staff. Organize and direct work including prioritizing assignments, establishing objectives, providing regular performance
feedback, conducting year end performance appraisals and taking necessary corrective action as may be required. Assists in staff career planning, establishes development and succession plans and ensures relevant HR procedures and policies are followed (provisions of the collective agreement, performance appraisals, discipline, grievance, etc). Accountable for provisioning and managing contracted resources as may be required.
2. Accountable for promoting a productive and positive environment for staff that encourages innovation, teamwork, initiative and models corporate values. Motivates staff by assigning challenging work, planning and managing internal communications and awareness of corporate direction, mission, plans and activities.
3. Ensures all safety, health, environmental and code of conduct policies, programs and standards are understood and complied with at all times.
4. Proactively identify and action opportunities to increase customer satisfaction (internal and external customers).

Financial
1. Ensure sound financial control within area of responsibility by developing annual operating and capital budgets, monitoring performance to budget and taking action as appropriate. Develops, negotiates and implements contracts for acquisition of goods & services related to area of responsibility.

Innovation
1. Accountable to research, develop, define and implement innovative long and short term plans, policies and objectives. Provides expertise to senior management providing education, studies and consulting on opportunities that will impact business strategy. Ensures alignment and integration with the corporate strategic plan and develops plan and
operational metrics, including approaches for demonstrating business value.
2. Accountable to proactively identify and action opportunities to improve revenue and growth initiatives, decrease costs, increase customer service levels and increase employee engagement.
3. Accountable to develop opportunities to spark innovation in technology or product service delivery or process improvements.

SPECIFIC ACCOUNTABILITIES

Excellence in Customer Service
1. Engages in prompt and effective problem resolution of escalated customer concerns aimed at securing the best outcome for SaskTel and the customer.
2. Ensures excellence in customer service is maintained through effective communication and intervention strategies, particularly when managing difficult or irate customers.

Excellence in People
1. Develops and sustains a high level of expertise among staff by acquiring, selecting, developing, coaching and motivating people. Implements plans and initiatives to promote employee morale, performance, skills acquisition, and career development.
2. Provides leadership to promote innovation and teamwork, maximize productivity and model excellence in customer service to employees and customers.
3. Maximizes development of staff through all aspects of the PFE process. This includes sharing business plans, setting objectives and development plans while also providing regular feedback, performance evaluations, coaching and training.
4. Builds and maintains a strong working relationship with union representatives.
5. Ensures a high quality of work life for employees by adherence to Occupational Health and Safety standards and principles.

Excellence in Business
1. Maximizes financial contributions to SaskTel by meeting and exceeding targets for payment of residence and business wireline and wireless customer billed accounts (net bad debt, days sales outstanding, and accounts receivable over 90 days), and by effectively managing operating budgets and assigned human resources.
2. Accountable for ongoing monitoring of and managing to key performance indicators based on established financial and call centre standards, ensuring maintenance of outstanding customer relationships and consistency with corporate objectives.
3. Supports and aligns processes and procedures to SaskTel\'s Terms of Service and/or strategic plans to ensure consistent application of payment terms and customer treatment, deciding to grant credit as necessary.
4. Develops and manages adequate controls and reporting processes to meet collection/sales and operational requirements.
5. Assists in the development of and implements Credit Services policy, plans and collection strategies.
6. Accountable for efficient use of funds, by assisting in preparation of operating, capital and manpower budgets, and by monitoring and controlling expense on a continuing basis. Specific for Melfort
7. Responsible for direction of the local SaskTel Retail store and for management of rental and retail inventories.
8. Accountable for the safe collection, transfer and deposit of corporate funds obtained in the store by adhering to SaskTel\'s security procedures.

QUALIFICATIONS
1. Diploma or certificate business administration or accounting with at least two years experience working in an accounts receivable management environment, or several years experience in the telecommunications business.
2. Strong customer service focus and results orientation is essential, accompanied by relevant experience in a customer serving environment.
3. Strong interpersonal skills and the ability to work effectively in situations with an unusually high level of conflict.
4. Must practice and display a high level of commitment to coaching, support and ongoing development of employees.
5. Strong analytical and organizational skills in managing multiple demands and setting priorities.
6. Solid commitment to and understanding of the principles of account receivable management.

About SaskTel

SaskTel is the leading Information and Communications Technology (ICT) provider in Saskatchewan, with over $1.3 billion in annual revenue and approximately 1.4 million customer connections including 639,000 wireless accesses, 289,000 wireline network accesses, 289,000 internet accesses, 114,000 maxTV subscribers, and 81,000 security monitoring customers. SaskTel and its wholly-owned subsidiaries offer a wide range of ICT products and services including competitive voice, data and Internet services, wireless data services, maxTV services, data centre services, cloud-based services, security monitoring services, advertising services, and international software and consulting services. SaskTel and its wholly-owned subsidiaries have a workforce of approximately 3,400 full-time equivalent employees (FTEs). Visit SaskTel at .

SaskTel