Collections Operations Manager

SUMMARY:
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POSITION INFO:

Collections Operations Manager
? Cape Town

A growing and results-driven business is seeking a Collections Operations Manager to lead their Contingent division operations. This is an exciting opportunity for a confident, strategic, and people-focused leader to drive collections performance and manage key portfolios while leading a high-performing team.

Key Responsibilities

1. Portfolio Management

• Execute collection strategies and manage portfolios to maximize net recoveries.

• Meet and exceed internal KPIs across collections, quality, and productivity.

• Drive call center productivity through team management and continuous process improvement.

• Analyze data and performance to develop daily operational tactics.

• Oversee departmental reporting and administration to support operational success.

2. Client Relationship & Management

• Build and maintain strong relationships with key clients to align expectations and deliver excellent service.

• Engage regularly with clients on performance, opportunities, and growth.

• Lead performance meetings and prepare client reports and presentations.

3. Personnel Management

• Lead a team of 3 Team Managers across 3–4 portfolios with 50–75 agents in total.

• Coach, develop, and support staff to ensure motivation and performance.

• Apply performance management tools and discipline where necessary.

• Promote workforce engagement and ensure compliance with company policies.

4. Service Excellence

• Foster strong relationships with senior managers and support staff.

• Ensure exceptional service delivery and client satisfaction.

• Drive continuous improvement initiatives.

5. Leadership & Culture

• Lead by example, demonstrating integrity, accountability, and enthusiasm.

• Encourage innovation and identify process improvements.

• Champion company values and a culture of excellence.

Requirements

• Minimum 5 years in a senior operational role, preferably in collections or credit management.

• Experience leading large teams (80+ employees) and developing team leaders.

• Strong portfolio and client management expertise.

• Proficient in management reporting and performance analysis.

• High-level computer literacy and experience with dialer systems.

• Strong problem-solving skills and the ability to manage under pressure.

• Excellent communication and interpersonal skills.

• Proven track record in achieving operational and performance targets.

Working Hours

• Monday to Friday: 07:30 – 16:00

• Two Saturdays per month: 08:00 – 13:30

• No shift work

Why Apply?

This role is perfect for a motivated leader who thrives in a fast-paced environment and has a passion for driving operational excellence. If you’re ready to inspire teams, elevate performance, and lead strategically, we want to hear from you!