Head of Collections Shared Services

20 hours ago

Sandton, South Africa DJ&R CONSULTING ( NSSE HOLDINGS) Full time

The role is for an individual with strong collections background and sound knowledge in Legal recoveries. The successful candidate will lead the department and manage call centre managers and team leaders for both day and night shift operations. Required Minimum Education Grade 12 Bachelor’s Degree in Business / Operations / Finance or related field (advantageous) Proficient in Microsoft Office and operational systems (Cheetah, Dialer tools, workforce etc.) Required Minimum Work Experience Minimum 10 years’ experience in Collections / Call Centre / Financial Services. Minimum 5 – 7 years in management. 2–5 years at senior manager level. Exposure to omni-channel, digital engagement, and AI-enabled operations, Trace is advantageous. Strong commercial understanding of book buying and strategic buys preferred. Strong understanding of best‑practice unsecured/Sold debt collections. Deep experience in call centre operations (Inbound/ Outbound/ Trace Workflows/Omni/Voice/Non Voice). Knowledge of dialer optimization, segmentation, tracing, QA and workforce management. Ability to analyse operational data and convert insights into action. Basic machine learning (AI) understanding Lead Shared Services teams to support and enable Principal Collections' revenue delivery. Translate strategy into actionable plans with defined deliverables, timelines and KPIs. Ensure operational readiness for new books, strategic buys and project launches. Drive daily, weekly and monthly performance management across functions. Oversee dialer utilisation, workforce management, inbound support and general collections processes. Build high‑performance teams through effective hiring, coaching, retention and talent development. Identify top talent (“clones”) and successors for critical leadership roles. Set clear KPAs for Team Managers, Lead Agents and Specialists. Drive performance culture, accountability and behavioural alignment. Ensure training, competency development and upskilling of all staff within the functions. Monitor daily revenue, RPC, PTP, kept rate, settlements, agent productivity and operational KPIs. Analyse trends and provide actionable insights to the Executive and senior leadership. Ensure clear reporting, dashboards, and visibility of Shared Services performance. Engage internal stakeholders, ensuring trust and strategic alignment. Manage escalations, solve complex operational challenges and present updates to Executive level. Align Shared Services and Principal Collections outcomes with overall strategic financial objectives. Identify risks early and implement rapid corrective actions Send all Cv's to Seniority level Executive Employment type Full-time Job function Accounting / Auditing and Finance Referrals increase your chances of interviewing at DJ&R CONSULTING ( NSSE HOLDINGS) by 2x Get notified about new Head of Collections jobs in Sandton, Gauteng, South Africa . #J-18808-Ljbffr

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