Job Summary

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. 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. Behavioural: 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. Why Join them? Growth Potential: This role has a direct path to a COO position, with equity consideration. Dynamic Environment: Work in a fast-paced, evolving environment with a focus on operational excellence and continuous improvement. Supportive Culture: Collaborate with a dedicated team that values development, accountability, and innovation.