Debt Collection Client Services Consultant

1. PURPOSE OF THE CONSULTING ENGAGEMENT
The consultant will act as a strategic client advisor, providing practical recommendations, management support and specialist input on matters affecting the sustainability and growth of the business.

2. SCOPE OF SERVICES
A. Strategic Business Support
The consultant will provide strategic support on:

• Business growth and expansion opportunities
• Assessing current portfolios and new portfolios
• Strategic planning and guidance on client portfolio.
• Development and review of business strategies alongside the Executive head of commercial services.
• Performance improvement initiatives alongside the Executive head of commercial services.
• Identification of new revenue opportunities.

B. Commercial Support
Support will include:

• Implement and support strengthening of commercial processes.
• Implement Client acquisition and retention strategies.
• Review of client service standards and report back to Executive head of commercial services
• Assistance with commercial proposals and tenders.
• Development of service offerings and value propositions.
• Review of client contracts from a commercial and risk perspective.
• Implementation of key client-management strategies.

C. Compliance & Regulatory Support
The consultant will provide high-level compliance and regulatory guidance relevant to the company's operations, including:

• Review of existing compliance practices.
• Identification of compliance gaps.
• Review of internal policies and procedures.
• Compliance reporting recommendations.
• Assistance with preparing for client compliance reviews and audits.

D. Operational Performance
Consulting support will focus on improving operational efficiency and collection performance through:

• Review of collection processes in relation to the client’s portfolio.
• Identification of process bottlenecks.
• Review of productivity indicators.
• Development and refinement of clients KPIs.
• Recommendations relating to call-centre and collections performance.
• Operational improvement initiatives.

E. Management Reporting & Performance Monitoring
The consultant may assist management with the development and review of:

• Collection performance reports.
• Client performance reports.
• Revenue and productivity indicators.
• Risk and compliance reports.

G. Policy & Procedure Development
Where required within the agreed monthly scope, the consultant may assist with drafting, reviewing or improving:

• Performance-management frameworks.

H. Tender & Business Development Support
The consultant may provide strategic assistance with:

• Tender-readiness assessments.
• Tender strategy.
• Review of tender requirements.

3. MONTHLY DELIVERABLES
One structured strategic review with management to assess:

• Business performance.
• Current challenges.
• Strategic priorities.
• Commercial opportunities.
• Compliance and risk matters.
• Operational concerns.
• Required interventions.

Monthly Action Plan
A concise action plan identifying:

• Priority matters.
• Recommended actions.
• Responsible parties.
• Target dates.
• Key risks or dependencies.

Monthly Report
Where appropriate, the consultant will provide a high-level report summarising:

• Key observations.
• Progress against priorities.
• Recommendations.
• Outstanding actions.
• Strategic opportunities.

4. CONSULTING ACCESS

• Email consultation.
• Telephone consultation.
• Virtual meetings.
• Review of agreed business documentation.
• Strategic brainstorming and problem-solving.
• Consulting support will be prioritised according to business urgency and the agreed monthly workplan.