Monitor DCAs and legal firm’s performance on a daily basis through reports and address deviations to performance immediately. • Conduct daily performances discussions with the DCAs and legal firms in relation to number of Promises to Pay secured, settlement, arrangements and trace relative to the agreed daily targets. • Obtain action plan to address deviations where targets are not met / performance is off track and agree on the remedial actions to be taken as well as the delivery dates. • Monitor and enforce execution of the action plan to ensure that committed actions are delivered to achieve agreed targets. • Offer debt collection solutions to customers outsourced like settlements, retrenchment cover • A sample of accounts must be identified daily and audits conducted. Conduct at least 25 call backs per day to ensure that appropriate actions and treatments are executed by the DCAs and legal firms to recover / activate payments on accounts allocated. • After audits are completed a report to be compiled and findings shared with the HOC including the DCAS and legal firms. These findings may be sent via email or a meeting must be held where appropriate. • DCAs to address all the anomalies and provide the DCA manager with confirmation that deviations are addressed and thereafter the DCA Manager to re-audit the findings to ensure compliance with existing standards and business processes. • All DCA complaints should be logged in BOC by support team on a daily basis to ensure that queries are resolved within 24 hours. • Process refunds for set-off done on a client’s client (set-off is when the client refuses to make payment or an arrangements and money is transferred from his savings or investment accounts to the bad debt account) within the agreed SLA time where the client request us to do so and follow up that the request was actioned successfully.