Job Description
About the Role
The Operations Manager – Debt Collection is a critical role that oversees the day-to-day operational performance of our debt collection business, ensuring collections are effective, compliant, scalable, and aligned with strategic objectives. This position focuses on optimising people, processes, systems, and compliance to maximise recoveries while maintaining ethical and regulatory standards.
Key Responsibilities
- Oversee daily operations across all collection channels (call centre and legal collections)
- Ensure collection strategies are executed efficiently to meet or exceed recovery targets
- Monitor and manage operational costs, productivity, and resource allocation
- Implement and refine operational workflows to improve efficiency and scalability
- Define, track, and report on key operational KPIs (e.g. collection rates, contact ratios, PTP conversion, cost-to-collect)
- Analyse performance data and implement corrective actions where required
- Drive continuous improvement initiatives based on data insights
- Ensure full compliance with applicable legislation and regulations, including: National Credit Act (NCA), Council for Debt Collectors (CDC) rules, Protection of Personal Information Act (POPIA), Consumer Protection Act (CPA)
- Lead, mentor, and develop team leaders and operational staff
- Set performance objectives, conduct reviews, and manage disciplinary processes where necessary
- Foster a high-performance, ethical, and customer-centric culture
- Support recruitment, onboarding, and training of operational staff
- Act as a key operational contact for clients and internal stakeholders
- Ensure service level agreements (SLAs) are met and exceeded
- Support client reporting, reviews, and operational presentations
- Oversee the effective use of collections systems, diallers, and reporting tools
- Work with IT and vendors to implement system enhancements or new technologies
- Drive automation and digital initiatives to improve productivity and compliance
Requirements
- Bachelor’s degree in Business Management, Operations Management, Finance, or a related field (advantageous)
- Relevant debt collection or credit management certifications (advantageous)
- 5 years’ experience in a debt collection, credit, or financial services environment
- 3 years’ experience in a senior operational or management role
- Proven experience managing large operational teams and complex workflows
- Strong understanding of South African debt collection legislation and regulatory frameworks
Qualifications
- Formal education/certifications (Bachelor’s degree, relevant certifications)
Salary & Benefits
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Accounting / Finance Jobs in Nelson Mandela Bay
In the Nelson Mandela Bay region, the accounting and finance industry is a significant contributor to the local economy, with various sectors requiring skilled professionals to manage their financial operations. Generally, this field is in demand, particularly among companies operating in the technology, manufacturing, and services sectors. As a result, job seekers can expect to find opportunities for career growth and development.
Typically, salaries for accounting and finance positions in Nelson Mandela Bay fall within broad ranges. For example, entry-level roles may see salaries ranging from R300 000 to R500 000 per annum, depending on the company size and industry sector. More senior positions can command higher salaries, often between R800 000 and R1.5 million per annum. However, it is essential to note that these figures are general estimates and may vary significantly based on factors such as experience, qualifications, and specific job requirements.
Common skills for accounting and finance roles in Nelson Mandela Bay include proficiency in financial software, analytical skills, attention to detail, communication skills, business acumen, and knowledge of tax laws and regulations. Generally, a strong understanding of financial reporting, budgeting, and forecasting is also highly valued. Many employers require candidates to hold relevant qualifications, such as a Bachelor’s degree in Accounting or Finance.
The accounting and finance industry is prevalent across various sectors in Nelson Mandela Bay, including the technology industry, manufacturing sector, and services sector. Financial professionals can find opportunities with companies that operate in these areas, often working on financial planning, budgeting, and forecasting. Other common industries include logistics, healthcare, and tourism.
For those interested in pursuing a career in accounting and finance, there are various development opportunities available. Many employers invest in professional development programs, which provide training and certification opportunities. Typically, career progression paths involve moving from entry-level roles to senior positions, with potential for advancement to leadership roles or specialized areas such as financial planning or risk management.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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