SUMMARY:

CALL CENTRE MANAGER – LEGAL RECOVERIES (HOME LOANS & VAF)

POSITION INFO:
Minimum Requirements Minimum 10 years' experience within a banking, legal recoveries or financial services collections environment. Minimum 5 years' experience in a supervisory or management role within collections, legal recoveries or secured asset enforcement. Extensive experience managing Home Loan and\/or Vehicle & Asset Finance (VAF) legal collections portfolios. Strong understanding of foreclosure, secured asset recovery and legal collections processes. Experience dealing with banking clients and legal recoveries reporting requirements. Proven track record of managing collections teams in a performance-driven environment. Expert-level proficiency in Excalibur. Strong understanding of collections compliance and regulatory requirements. Key Responsibilities Manage and lead inbound and outbound legal recoveries operations. Drive collections performance against recovery targets, service level agreements (SLAs) and operational objectives. Oversee Home Loan foreclosure and VAF enforcement portfolios. Manage DCC referrals, EasySell mandates, payment rehabilitation initiatives and enforcement recovery strategies. Monitor team performance, productivity and quality standards. Analyse collections and recoveries data to identify trends, improve efficiencies and maximise recovery outcomes. Prepare operational, recoveries and client reports. Coach, mentor and develop team members while managing performance and escalations. Ensure compliance with legal, regulatory and customer-fairness requirements. Advantageous Experience Exposure to Standard Bank legal collections portfolios. Experience with DCC referrals, EasySell processes and rehabilitation strategies. Working knowledge of CACS and SB Legal\/CLF Legal systems. Experience with Ghost Practice. Exposure to dialler systems, campaign management and workforce planning tools. Skills & Competencies Strong leadership and people management skills. Excellent negotiation and recoveries strategy abilities. Strong analytical, reporting and problem-solving skills. Excellent communication and stakeholder management skills. Highly organised and deadline-driven. Resilient and able to perform effectively in a high-pressure environment. Strong coaching and team development capabilities. High attention to detail and operational accuracy. Technical Requirements Advanced Microsoft Excel skills and reporting capabilities. Proficiency in Microsoft Word and Outlook. Expert practical experience using Excalibur. If you are an experienced collections leader with a proven track record in legal recoveries, foreclosure management and team leadership, we invite you to apply for this exciting opportunity.