Senior Collections Manager

Our client, specialists in Debt book Management and collection of outstanding accounts, is seeking an experienced Senior Collections Manager with over 5 years Leadership experience to join their team. The successful candidate will oversee and optimise the collections function across multiple portfolios, managing a team of 20–30 debt collectors. This is a key role responsible for driving collections strategy, performance analysis, compliance, and operational improvements to maximise recovery and adhere to client SLAs. This position also offers the potential for growth into a Chief Operating Officer (COO) role, with equity consideration.

Ready to make an impact?

Key Responsibilities:

1) Collections Strategy & Performance Optimisation

• Develop and execute strategies to improve recovery rates and reduce delinquency.
• Analyse KPIs and adjust tactics for maximum portfolio performance.
• Segment debtor profiles to enable tailored, high-impact collection approaches.

2) Operational & Financial Oversight

• Oversee forecasting and reporting cycles, including performance reviews.
• Present monthly and quarterly reports on collections trends and financial insights.
• Ensure accuracy and timeliness of payments, account closures, and reporting.

3) Team Leadership & Development

• Lead and manage a team of 20–30 collectors, team leaders, and supervisors.
• Conduct reviews, coaching, and targeted training to drive performance.
• Build a high-performance, motivated team culture through effective leadership.

4) Compliance, Risk & Legal Management

• Ensure full compliance with South African debt collection laws and company policies.
• Manage adherence to AOD processes and SLA obligations.
• Collaborate with legal teams to mitigate reputational and financial risks.

5) Stakeholder Engagement & Client Relationship Management

• Serve as the main point of contact for clients and senior stakeholders.
• Resolve escalations and provide consistent performance feedback.
• Build strong client relationships and support business growth initiatives.

6) Technology & Process Innovation

• Leverage systems like Swordfish, Excalibur, CRM, and automation tools to drive efficiency.
• Ensure optimal system usage and data integrity.
• Drive innovation through tech adoption, predictive analytics, and continuous improvement

Key Requirements:

• Qualifications:
• Matric (Grade 12) required.
• Degree in Finance, Business Administration, or related field (preferred).
• Credit Management or relevant financial qualification (preferred).
• Registered with the Debt Collectors Council.
• Experience:
• A minimum of 5 years in a collection’s leadership role, preferably in a call centre environment.
• Extensive experience managing large teams (20+ agents).
• Proven track record in liaising with executive stakeholders.

Competencies:

• Technical:
• Proficient in Swordfish, Excalibur, and advanced MS Excel.
• Strong analytical and problem-solving skills; ability to interpret trends and data to drive decisions.

Behavioral:

• Strong leadership, team management, and staff development skills.
• Excellent negotiation, conflict resolution, and interpersonal skills.
• High attention to detail and analytical thinking.
• Resilience, adaptability, and the ability to work under pressure.
• Strategic mindset with a proactive, result-orientated approach, with the potential for senior leadership growth.