About the position
Our client, in the credit and payments industry, is looking for an experienced Department Manager: Collections to lead collections operations within a retail credit environment and help maintain agreed delinquency and charge-off levels. The role requires a strong collections leader who can operate within the company’s Credit and Collections Policy, the National Credit Act, the Debt Collectors Act and relevant credit industry requirements.
This role will be responsible for managing Collections Team Managers, optimising inbound and outbound calling strategies, improving collections performance, maintaining effective management controls and supporting the professional development of the Collections teams. The successful candidate will need to balance operational performance, compliance, stakeholder engagement and people leadership in a contact centre collections environment.
Qualifications & Experience
- Grade 12.
- BCom Management qualification advantageous.
- Diploma in Credit Management advantageous.
- Minimum 5 years’ experience in a Team Manager position.
- Minimum 3 years’ experience in a Department Manager position.
- Experience in collections, credit management and/or a contact centre collections environment.
- Knowledge of contact centre systems and processes.
- Knowledge and understanding of the National Credit Act and Debt Collectors Act.
- Proficiency in MS Word, MS Excel, MS Outlook, MS PowerPoint, Zoom and Microsoft Teams.
Key Performance Areas and Competencies
- Operate within the guidelines and requirements of the Credit and Collections Policy and relevant credit legislation.
- Manage inbound and outbound calling strategies to maximise efficiency and collections effectiveness.
- Meet productivity targets while mitigating delinquencies and charge-offs.
- Establish and maintain management and performance controls to highlight problems, contain costs and drive process improvements.
- Resolve customer and interdepartmental disputes relating to receivables and risk management.
- Ensure receivables reporting is submitted to senior managers on a regular basis or as requested.
- Analyse delinquency data, industry trends and the economic climate to identify opportunities for improvement.
- Work with the new business department to improve credit quality and support the broader credit book strategy.
- Review and approve the monthly Charge Off Schedule and communicate relevant outcomes to appropriate stakeholders.
- Manage, coach and develop a team of Collections Team Managers, promoting a high-performance and customer-focused culture.
- Implement people management practices aligned to company policies, including performance management, probation, absenteeism and disciplinary processes.
This is an opportunity for a collections leader to play a meaningful role in protecting the quality of the credit book, improving collections outcomes and leading a team environment that supports performance, accountability and professional growth.
General
- We are committed to fair and inclusive hiring. All suitably qualified applicants are welcome to apply.
- Preference may be given in line with our client’s Employment Equity plan and applicable legislation.
- Applicants must have the legal right to work in South Africa at the time of application.
- Only shortlisted candidates will be contacted. If you do not hear from us within 30 days, please consider your application unsuccessful.
- Please include your current remuneration (CTC), salary expectation, and notice period (optional but helpful for screening).
- By applying, you consent to the processing of your personal information for recruitment purposes in accordance with POPIA.
Desired Skills:
- Collections
- Credit
- Credit Management
- Leadership
- Management
- MS Excel
- MS Word
