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Collections Manager

4 weeks ago

Sandton, South Africa Dananda Talent Full time
Key Responsibilities: Strategic Collections Management (35%)
  • Develop and implement scalable collections strategies tailored for student payments, institutional billing, and enterprise accounts.
  • Optimize digital payment recovery processes through automation and AI-driven collections tools.
  • Identify trends in delinquent accounts and design proactive recovery strategies.
  • Balance customer experience with revenue recovery to maintain positive brand reputation .
Team Leadership & Development (25%)
  • Supervise and mentor a large collections team , ensuring high performance and engagement.
  • Develop training programs to enhance negotiation, compliance, and conflict-resolution skills.
  • Establish performance metrics and implement incentive programs to drive results.
  • Foster a culture of accountability and continuous improvement within the team.
Performance Monitoring & Reporting (20%)
  • Track and analyze collections performance metrics , including recovery rates and efficiency KPIs.
  • Prepare and present regular reports to finance and executive leadership.
  • Implement and enhance dashboards for real-time collections tracking.
  • Utilize predictive analytics to forecast collections trends and adjust strategies accordingly.
Compliance & Risk Management (10%)
  • Ensure adherence to financial regulations , including FERPA, FDCPA, and consumer protection laws in student collections.
  • Collaborate with legal teams to manage high-risk accounts and escalate as necessary.
  • Maintain transparent documentation of collections processes and ensure ethical standards are met.
Stakeholder Communication & Escalation Management (10%)
  • Serve as the primary escalation point for complex collections cases.
  • Work closely with finance, customer success, and legal teams to resolve payment disputes.
  • Build relationships with schools, institutions, and corporate partners to streamline bulk payment processing .
  • Engage with technology teams to integrate AI and automation solutions for enhanced efficiency.
Qualifications:
  • Bachelors degree in Business Administration, Finance, Accounting, or a related field. MBA preferred.
  • Minimum 7+ years of experience in a high-volume collections management role , preferably in EdTech, SaaS, or consumer finance .
  • Proven ability to lead large teams (30+ employees) across multiple locations or remote environments.
  • Experience with automated collections systems , CRM tools, and financial reporting platforms.
  • Strong understanding of student financing, institutional billing, and corporate payment structures .
  • Expertise in negotiation, conflict resolution, and customer relationship management .
  • Strong analytical and strategic thinking skills.
Requirements:
  • Ability to handle high-pressure collection targets while maintaining positive client relationships.
  • Experience in AI-driven and automated collections strategies .
  • Knowledge of legal compliance regarding student and institutional payments.
  • Excellent leadership, communication, and interpersonal skills.
  • Strong organizational skills with the ability to manage high transaction volumes efficiently.
Key Performance Areas (KPAs):
  1. Collections Strategy & Execution (35%)
  2. Team Management & Development (25%)
  3. Performance Monitoring & Reporting (20%)
  4. Compliance & Risk Management (10%)
  5. Stakeholder Communication & Escalation Management (10%)
Key Performance Indicators (KPIs) & Metrics:
  • Collections Recovery Rate : Percentage of overdue accounts collected within a specified timeframe.
  • Efficiency of Collections Process : Reduction in average collection time through automation and AI tools.
  • Team Performance & Engagement : Employee satisfaction scores, retention rates, and training completion metrics.
  • Compliance Adherence : Percentage of collections in full legal and regulatory compliance.
  • Escalation Resolution Efficiency : Resolution time for escalated collections cases, targeting a 48-hour SLA .
This role is critical to financial sustainability in an EdTech environment where student affordability, institutional partnerships, and digital payment models play a vital role. The Collections Manager will need to balance revenue goals with a customer-first approach , ensuring students and organizations meet their financial commitments while preserving the companys mission and reputation.