SUMMARY:
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POSITION INFO:
Overview:
Our client in the financial services industry is looking to employ a a Collections & Recovery Portfolio Manager to maximise after cost collections on its portfolio through proactive, strategic, and operational oversight across the full credit lifecycle.
Minimum Requirements:
- Grade 12 / Matric
- Bachelor’s degree in Finance, Economics, Business Administration, Statistics, or a related field
- Proven experience in debt collections, financial analysis, or a similar role within the financial services industry
- Proficiency in data analysis tools and software such as Excel, SQL
Responsibilities:
Collections Policy
- Develop and maintain the collections policy in alignment with current best practices and strategic thinking
Management of Collection Strategies
- Oversee the design, continuous improvement, monitoring, and reporting of collection strategies, with the following objectives:
- Proactively prevent default among paying customers by identifying and engaging
those at risk of default
- Minimize the roll-forward of early defaulters through targeted intervention
- Maximize activation of Non-Performing Loans (NPL) and write-off accounts (NPLWO) to optimize NPL net yield
- Ensure timely and consistent allocation of accounts to appropriate collections channels including OBCC Servicing and Activations, Cybertrac, and EDC, aligned with receipting and activation targets
Performance Monitoring of Operational Channels
- Oversee performance across operational channels including Call Centres (CC), Digital Collections, External Debt Collectors (EDCs), and Cybertrac
- Establish targets and service level agreements (SLAs) for each channel
- Develop and maintain performance monitoring reports to track delivery against these targets and SLAs
- Monitor stock rotation and aging accounts to ensure operational momentum and
compliance with strategy timelines
Collaboration with Operational Channels for Segmented Treatments
- Facilitate weekly performance reviews with Operational Leads, including performance vs targets, activation counts, and receipting trends
- Work closely with operational teams to define tailored treatment strategies based on customer segmentation: Design digital communication campaigns across SMS, WhatsApp, email, and customer journey flows
- Create customized scripts and AI prompts for use in the contact centre
Settlement Offer Management
- Manage all customer settlement initiatives, including both structured and ad-hoc offers
- Own and maintain the deals matrix that guides settlement offers on NPL-WO accounts
- Define maximum allowable settlement mandates
- Approve customer-initiated settlement offers within delegated authority
Regulatory and Policy Compliance
- Ensure that all collection activities adhere to applicable laws, regulations, and internal company policies
Reporting and Monitoring
- Compile and present regular performance reports, including weekly CC performance reviews and monthly Manco pack
- Investigate variances in monthly performance and provide recommendations for corrective action
