Collections Supervisor

**Job Summary**
The Collections Supervisor is responsible for leading the collections team to ensure the effective and timely recovery of outstanding student accounts and other receivables. This role requires a strategic thinker who can implement and manage efficient debt recovery processes, motivate the team, and drive performance in line with institutional goals. The supervisor ensures compliance with internal policies, monitors KPIs, analyses trends, and engages with internal and external stakeholders to maintain the financial integrity of Lyceum College.

**Main Purpose of the Job**

To lead and oversee the collections operations, providing direction and support to the collections clerks, implementing effective debt collection strategies, ensuring compliance with financial regulations, and fostering professional communication with debtors. The role requires strong leadership, analytical capabilities, and the ability to handle sensitive financial matters with discretion and professionalism.

**KEY PERFORMANCE AREAS (KPAs)**

1. Team Management & Supervision (30%)

2. Debt Collection Oversight (25%)

3. Reporting & Analytics (15%)

4. Process Improvement & Compliance (15%)

5. Stakeholder & Student Engagement (15%)

**KEY RESPONSIBILITIES**

**1. Team Management & Supervision (30%)**
- Lead, coach, and support the collections team to achieve performance targets and service standards.
- Set individual and departmental goals, monitor progress, and conduct regular performance evaluations.
- Provide training and guidance to staff to ensure understanding of procedures and best practices.
- Manage daily operations and task allocation within the team.
- Ensure adherence to internal controls, processes, and financial policies.
- Supervise all day-to-day HR related issues with subordinates

**2. Debt Collection Oversight (25%)**
- Oversee and support all collection efforts, ensuring timely and effective recovery of overdue accounts.
- Review complex or escalated cases and assist in negotiating payment arrangements.
- Approve and monitor payment plans and evaluate risk and feasibility.
- Ensure appropriate escalation procedures are followed for non-responsive accounts.
- Plan and implement collections strategies to ensure monthly collection & bad debt provision targets are achieved

**3. Reporting & Analytics (15%)**
- Generate and analyze monthly and ad-hoc reports on collections performance, aging of accounts, and recovery rates.
- Monitor KPIs and identify areas for improvement or concern.
- Present performance updates to the Head of Finance and make data-driven recommendations.
- Conduct trend analysis to inform proactive collections strategies.

**4. Process Improvement & Compliance (15%)**
- Review, refine, and implement collections policies and procedures to increase efficiency and compliance.
- Ensure alignment with relevant financial regulations, the POPIA Act, and institutional policies.
- Conduct internal audits and spot checks to verify documentation accuracy and procedural adherence.
- Lead system improvements and automation initiatives in collaboration with IT and finance teams.

**5. Stakeholder & Student Engagement (15%)**
- Liaise with students, sponsors, legal teams, and internal departments on account queries and escalated matters.
- Maintain professional, empathetic, and solutions-oriented communication when engaging with debtors.
- Represent the collections department in finance and student services meetings.
- Work closely with academic and admissions departments to align billing and collections timelines.

**REQUIREMENTS OF THE JOB**

**Qualifications**
- Grade 12
- A national Diploma or Bachelor's Degree in Finance, Accounting, Business Administration, or a related field is advantageous.
- Strong knowledge of Microsoft Office and Excel and, systems literacy; knowledge of student management, and finance and collection systems is advantageous.

**Experience**
- Minimum of 5 years' experience in debt collection, credit control, or financial operations, with at least 2 years in a supervisory or team leadership role.
- Experience in the education sector or working with student accounts is highly desirable.

**Skills and Competencies**

**Technical Skills**:

- Strong understanding of financial systems, reconciliations, and collection processes.
- Skilled in financial reporting and data analysis.

**Communication Skills**:

- Clear, professional written and verbal communication abilities.
- Conflict resolution and negotiation skills.

**Leadership Skills**:

- Team leadership, staff coaching, and performance management.
- Ability to motivate and influence outcomes positively.

**Problem-Solving Skills**:

- Ability to manage complex accounts and develop solutions for delinquent cases.
- Strategic thinker with a proactive approach to challenges.

**Administrative Skills**:

- High accuracy and attention to detail in record-keeping and documentation.
- Excellent time management and organizational ab