Collections Operations Manager

SUMMARY:
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POSITION INFO:
About the Role A leading financial services organization is seeking an experienced Collections Operations Manager to oversee and optimise collections, recoveries, and credit operations functions. This role is responsible for ensuring operational excellence, driving process improvements, managing collections performance, mitigating credit risk, and leading a high-performing team within a regulated financial services environment. Key Responsibilities Collections & Credit Operations Management Oversee the day-to-day collections and recoveries operations. Manage delinquent accounts and ensure effective collections strategies are executed. Handle escalated customer matters and ensure positive customer outcomes. Monitor collections performance and implement corrective actions where required. Ensure operational processes are efficient, compliant, and aligned with business objectives. Drive continuous improvement initiatives across collections and credit operations. Portfolio & Risk Management Analyze client portfolios to identify trends, risks, and potential areas of concern. Conduct detailed assessments of client financial positions to determine appropriate intervention strategies. Provide recommendations to enhance collections, recoveries, and credit risk management practices. Maintain and monitor operational risk registers and mitigation plans. Identify opportunities to improve credit decisioning and collections outcomes through data-driven insights. Process Improvement & Strategy Design, review, and optimize collections and credit operations processes. Develop and document operating procedures, policies, and process flows. Implement solutions and initiatives aimed at improving collections performance and operational efficiency. Monitor key performance metrics and address operational bottlenecks. Support the development and enhancement of collections and credit policies. Stakeholder Management Build and maintain strong relationships with internal and external stakeholders. Manage relationships and performance of external collections partners and service providers. Ensure compliance with service-level agreements and regulatory requirements. Collaborate with various business units to improve customer and operational outcomes. Leadership & People Management Lead, coach, and develop the collections operations team. Drive a culture of accountability, performance, and continuous learning. Ensure employees are suitably trained and equipped to meet current and future business demands. Support workforce planning and succession development initiatives. Minimum Requirements Bachelor's Degree in Finance, Accounting, Economics, Law, Business Management, or a related field. FAIS Accreditation. Minimum 4-6 years' experience in debt management services. Minimum 4-6 years' experience in credit operations, collections, recoveries, or operational risk management within the banking or financial services sector. Proven people management experience. Experience in process design, optimization, and operational improvement initiatives. Strong understanding of collections strategies, recoveries processes, and credit risk management. Advantageous Qualifications Honours Degree in Finance, Accounting, Economics, Law, or Business Management. NQF Level 9 qualification such as MBA, MBL, or MCom. Key Competencies Leadership and people management Strategic planning and execution Problem-solving and decision-making Conflict management and negotiation Process improvement and operational excellence Financial analysis and risk assessment Strong analytical and numerical skills Excellent verbal and written communication Stakeholder engagement and relationship management Knowledge of relevant banking, credit, and regulatory frameworks If you wish to apply, please respond to this advertisement or email sameerah.