Our client, a leading organisation within the financial services and collections environment, is seeking a highly experienced Executive Customer Enablement and Tactical Support to drive strategic excellence, operational optimisation, and industry-leading performance across collections and recovery portfolios. This is a critical leadership role responsible for optimising speed, efficiency, scalability, and return on investment across people, process, technology, and strategy. The role will play a key part in positioning the business as an industry leader through best-in-class client engagement strategies, advanced analytics, and compliant, customer-centric execution. Strategy & Optimisation Lead the strategic and tactical execution of client engagement channels, including Dialer, OMNI, and Digital platforms , across agency and principal portfolios. Analyse collections and recovery performance to identify bottlenecks and implement risk-aligned strategies that optimise returns. Custodian of master data governance, ensuring best-in-class strategy deployment and champion/challenger frameworks. Drive continuous improvement of collections, recovery, and legal workflows, balancing customer experience with portfolio penetration. Collaborate with technology and vendor partners to enhance dialer pacing, AI-driven decisioning, and campaign effectiveness. Leadership & People Management Lead, coach, and manage senior managers and heads of department. Drive performance management, capability building, and succession planning. Foster a culture of learning, innovation, accountability, and continuous improvement. Act as a change leader, driving transformation initiatives and managing adoption across the organisation. Client & Stakeholder Engagement Meet and exceed client expectations in line with agreed SLAs. Act as a senior interface with clients, risk partners, and internal stakeholders. Influence and align campaign calendars, thresholds, and objectives with risk and compliance requirements. Build cross-functional alliances and support the development of competitive client engagement capabilities. Present insights and strategic recommendations to executive leadership, boards, and key stakeholders. Process, Governance & Compliance Provide oversight and enhancement of dialer, OMNI, and digital reporting frameworks. Ensure compliance with regulatory requirements including the National Credit Act, Debt Collectors Act, and Consumer Protection Act . Implement robust governance frameworks to mitigate reputation, compliance, and operational risk. Oversee productivity, capacity management, and service level standards across operations and support functions. Financial Accountability Achieve and exceed revenue, gross profit, and ROI targets. Manage operational expenditure in line with business strategy and investment priorities. Demonstrate strong financial acumen in budget management and enterprise value creation. Qualifications & Experience Degree in Commerce, Economics, or Law (Postgraduate qualification preferred). Minimum 10 years experience in a collections or financial services environment. 57 years management experience , including 35 years at Senior Manager level . Proven exposure to call centre operations and unsecured collections and recoveries. Experience leading client enablement functions (risk campaigns, dialer, digital, client treatment). Exposure to AI-driven strategies within collections or recovery environments is advantageous. Strong understanding of best-practice collections strategy and operations at senior leadership level. Core Competencies & Attributes Strategic acumen with the ability to align function to long-term business objectives. Systems thinking and cognitive complexity, with the ability to plan across 25-year horizons. Strong judgment and decision-making maturity with high-impact financial accountability. Advanced stakeholder engagement, influence, and executive-level communication skills. Entrepreneurial mindset with resilience, adaptability, and innovation focus. Deep financial literacy with a strong understanding of ROI and value creation. Why This Role This is a rare opportunity to shape and lead a sophisticated, future-focused collections strategy within a complex, regulated environment, influencing both operational outcomes and long-term industry positioning.
