Collections Manager
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The Collections Manager is accountable for the overall performance, strategy, and compliance of the collections function. The role is responsible for the end-to-end collections portfolio, setting targets and developing effective collection strategies, while directly leading and developing the collections team. The role also ensures that customers are treated fairly and that all collection activities are conducted in accordance with applicable legislation, regulatory requirements, and company policies. The ideal candidate is a strategic, results-driven leader who builds high-performing teams, makes sound data-based decisions, understands the commercial side of collections, and acts with integrity when dealing with customers and stakeholders.
Key Responsibilities:
- Set and achieve monthly, quarterly and annual recovery, cash flow and arrears targets in line with business objectives.
- Directly lead, coach and motivate collections agents, allocating portfolios and workloads to optimise productivity.
- Set individual performance scorecards, conduct regular performance reviews, and manage performance and disciplinary matters.
- Manage recruitment, workforce planning, training and development for the collections team in partnership with People & Talent.
- Manage the collections department, including headcount, systems, dialler operations, cost-to-collect and third-party costs.
- Analyse portfolio and operational data to identify trends, risks and opportunities, translating insights into actionable plans.
- Prepare and present monthly and ad hoc performance reports, forecasts and variance explanations to senior management.
- Oversee dialler strategy, campaign management and productivity reporting.
- Ensure all collection activities comply with the National Credit Act, Debt Collectors Act, POPIA, Consumer Protection Act and any other applicable legislation.
- Develop, maintain and enforce departmental policies, procedures and scripts.
- Implement quality assurance and call-monitoring frameworks, and address audit and QA findings.
- Identify and mitigate operational risks, and resolve escalated complaints and disputes.
- Lead process improvement, automation and digital collections initiatives.
- Evaluate and implement collections systems and technology enhancements.
- Represent the collections function in management forums and engage with relevant stakeholders.
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