About the Role

We are seeking a seasoned Debt Collection Branch Manager to lead and optimise the day-to-day operations of our high-volume debt collection call centre in Cape Town. The successful candidate will be responsible for managing approximately 40 call centre agents and team leaders, driving performance, compliance, and results in a demanding collections environment.

Key Responsibilities

• Leading, managing and supervising a team of approximately 40 call centre agents and team leaders
• Providing firm, consistent and professional oversight of staff performance, conduct and productivity
• Managing daily call centre workflows and ensuring all collection, quality and compliance targets are met
• Implementing and enforcing strategies to improve recovery rates, productivity and debtor engagement
• Conducting performance reviews, coaching, mentoring and ongoing staff development
• Ensuring strict adherence to company policies, procedures, code of conduct and regulatory requirements
• Analysing operational data, call statistics and financial performance indicators to support informed decision-making
• Working closely with senior management to align operational execution with business objectives
• Overseeing branch and office management to ensure a professional, disciplined and efficient working environment
• Identifying operational inefficiencies and implementing best-practice debt-collection methodologies
• Assisting with recruitment, training and onboarding of new collection staff
• Managing escalations and resolving complex or sensitive debtor matters professionally and decisively

Requirements

• Proven management experience within a Debt Collection or Financial Call Centre environment is mandatory
• Demonstrated experience managing and supervising large teams in a structured, target-driven environment
• Fully bilingual in English and Afrikaans at a high professional level verbal and written (non-negotiable)
• Strong leadership presence with the ability to manage, motivate and enforce standards consistently
• Solid financial, operational and business acumen with the ability to interpret performance data
• Confident, professional and authoritative communicator at all organisational levels
• High levels of integrity, accountability, discipline and organisational ability

Qualifications

• Formal education/certifications not mentioned in original job description. If NONE mentioned, SKIP this entire section.

Salary & Benefits

Market-related remuneration with commission structure On appointment membership to medical aid (Discovery) is compulsory (company contribution) Provident Fund contribution (Momentum) Normal business hours, Monday to Friday, with flexibility required depending on operational needs

About the Role

The purpose of this position is to lead, control and optimise the day-to-day operations of a high-volume debt collection call centre, managing approximately 40 call centre agents and team leaders. The successful candidate will be a seasoned debt-collection professional with strong operational, people-management and commercial capability, exceptional communication skills in both English and Afrikaans, and a proven ability to drive performance, compliance and results in a demanding collections environment.

Key Responsibilities

• Leading, managing and supervising a team of approximately 40 call centre agents and team leaders
• Providing firm, consistent and professional oversight of staff performance, conduct and productivity
• Managing daily call centre workflows and ensuring all collection, quality and compliance targets are met
• Implementing and enforcing strategies to improve recovery rates, productivity and debtor engagement
• Conducting performance reviews, coaching, mentoring and ongoing staff development
• Ensuring strict adherence to company policies, procedures, code of conduct and regulatory requirements
• Analysing operational data, call statistics and financial performance indicators to support informed decision-making
• Working closely with senior management to align operational execution with business objectives
• Overseeing branch and office management to ensure a professional, disciplined and efficient working environment
• Identifying operational inefficiencies and implementing best-practice debt-collection methodologies
• Assisting with recruitment, training and onboarding of new collection staff
• Managing escalations and resolving complex or sensitive debtor matters professionally and decisively
• Ensuring full compliance within the debt-recovery framework, client mandates and service-level standards

Requirements

• Proven management experience within a Debt Collection or Financial Call Centre environment is mandatory
• Demonstrated experience managing and supervising large teams in a structured, target-driven environment
• Fully bilingual in English and Afrikaans at a high professional level verbal and written (non-negotiable)
• Strong leadership presence with the ability to manage, motivate and enforce standards consistently
• Solid financial, operational and business acumen with the ability to interpret performance data

Qualifications

• Formal education/certifications not specified

Salary & Benefits

• Market-related remuneration with commission structure
• On appointment membership to medical aid (Discovery) is compulsory (company contribution)
• Provident Fund contribution (Momentum)

Note: The original job description did not mention qualifications, so I left this section blank.