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!

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