Collections Team Manager

13 hours ago

Johannesburg, Gauteng, South Africa Milani IT Consultancy (pty) Ltd Full time R258 240 - R1 016 000 per year

Our client, a leading South African microlending company based in Cape Town has a vacancy:

Job Title: Collections Team Manager

Location:
Cape town

Department:
Collections
Reporting to:
Head of Collections

Role Overview

We are looking for a motivated and experienced
Collections Team Manager
to lead a high- performance team of Collections Agents. The successful candidate will be responsible for driving recovery rates, coaching and managing team members, and ensuring adherence to compliance and quality standards.

Key Responsibilities

· Lead, support, and motivate a team of Collections Agents to meet daily, weekly, and monthly targets.

· Monitor and analyze team performance using KPIs (kept rate, PTP, recovery rate, QC scores).

· Conduct regular performance discussions and implement development plans.

· Ensure adherence to quality control guidelines, compliance, and call scripts.

· Resolve escalated queries and customer issues effectively.

· Collaborate with leadership on process improvements and recovery strategies.

· Deliver consistent coaching, feedback, and training to drive agent performance.

· Support system and policy enhancements for improved collections efficiency.

Requirements

· –5 years' experience in a high-volume call center, with 2 years+ in a management or supervisory role.

· Proven success in debt collections, preferably in microlending or financial services.

· Strong leadership and team development capabilities.

· Excellent communication, coaching, and problem-solving skills.

· In-depth understanding of:

o   Debt recovery processes

o   POPIA (Protection of Personal Information Act)

o   DebiCheck processes and protocols

o   Performance management practices

o   Basic Labor law principles

· Knowledge of regulatory compliance relevant to collections and credit.

· Proficiency in Excel, call center systems, and reporting tools.

· Target-driven and able to work well under pressure.

Working Hours

· Monday to Friday:
8:00 AM – 5:00 PM
or
10:00 AM – 7:00 PM
(rotational shifts)

· Saturday:
8:00 AM – 1:00 PM

What the company offers

·    
Competitive basic salary: R21 820

  • Performance-based incentive structure capped at R10 000


• Opportunities for growth and advancement


• Supportive and high-performance team culture


• Ongoing training and development

How to Apply

If you are a driven leader with a solid background in collections management and a passion for achieving results, we would like to hear from you.

To apply, please email your detailed resume to - and include "Collections Team Manager" in the subject line.

Applicants from other provinces within South Africa are welcome to apply. Please note, however, that relocation assistance is not provided, and successful candidates will be required to make their own arrangements to relocate to Cape Town.

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