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Collections Manager

2 weeks ago

Durban, South Africa National Credit Recovery Inc Full time

CXAi is a digitally powered, human delivered Global Customer Experience Management organization with multiple locations in Canada and abroad. We provide a wide range of business solutions to help businesses thrive. We are sought-after solutions partner for Omni Channel CX, Digital Transformation, Consulting and Technology solutions.

Our mission is to deliver elevated customer experiences to our clients, leveraging deep operational knowledge and process expertise, a strong and versatile technology stack, and a diverse geographic footprint. We focus on engaging early with our clients and leverage a consultative approach to deeply understand our clients’ brands, and design customized solutions to complex customer challenges.

**About Us**

We're a fast-moving startup on a mission to revolutionize the **call centre industry** using the power of **AI and Large Language Models.**We’re building intelligent systems**to enhance customer experience, supercharge agent performance, and drive operational excellence.

Through advanced conversational AI, we build systems that **understand**, **adapt**, and **evolve** with every conversation. Our platform powers decision-support tools and intelligent virtual agents helping call centers deliver faster, smarter, and more human customer service—where **every interaction matters**

We are looking for a results-oriented and detail-driven **Collections Manager** to lead our collections operations. The Collections Manager will oversee the collections team, drive recovery efforts, maintain positive customer relationships, and ensure compliance with relevant policies and regulations. This is an exciting opportunity for a hands-on leader who can balance performance management, process improvement, and client service excellence.

**Core Responsibilities**(_include, but not limited too_)
- Lead, coach, and motivate the collections team to meet and exceed recovery and performance targets.
- Develop and implement effective collections strategies, processes, and policies.
- Monitor team productivity and performance metrics, providing feedback and guidance as needed.
- Ensure compliance with company policies, client requirements, and legal/regulatory standards in all collection activities.
- Handle escalated cases and resolve complex customer situations professionally and efficiently.
- Collaborate with internal stakeholders to improve collections systems, reporting, and tools.
- Provide regular reports and insights on collections performance to senior management.
- Identify training needs and support the development of team members to enhance their skills and effectiveness.
- Foster a positive and collaborative team culture that aligns with the company’s values and goals

**Requirements**:

- Proven experience in a collections or credit management role, with at least 2-3 years in a supervisory or management position.
- Strong knowledge of collections processes, practices, and applicable laws/regulations.
- Has experience in North America collections
- Excellent leadership, coaching, and people management skills.
- Ability to analyze data and metrics to identify trends and take action.
- Strong interpersonal and communication skills, with the ability to handle sensitive customer interactions effectively.
- Proficiency in using collections systems, CRM platforms, and Microsoft Office tools.
- Bachelor’s degree in business, finance, or related field preferred

**Competencies**
- Excellent communication
- Good negotiation skills
- Mathematical skills
- Attention to detail

**Additional Information**
- Please note that any offer of employment will be conditional upon the completion of background and reference checks, including a criminal record check and/or credit check (where applicable).