Executive - Customer Enablement and Tactical Support

SUMMARY:
Executive - Customer Enablement and Tactical Support - Sandton

POSITION INFO:
Our client, a leading organisation within the financial services and collections environment, is seeking a highly experienced Executive Customer Enablement and Tactical Support to drive strategic excellence, operational optimisation, and industry-leading performance across collections and recovery portfolios.

This is a critical leadership role responsible for optimising speed, efficiency, scalability, and return on investment across people, process, technology, and strategy. The role will play a key part in positioning the business as an industry leader through best-in-class client engagement strategies, advanced analytics, and compliant, customer-centric execution.

Strategy & Optimisation

• Lead the strategic and tactical execution of client engagement channels, including Dialer, OMNI, and Digital platforms, across agency and principal portfolios.
• Analyse collections and recovery performance to identify bottlenecks and implement risk-aligned strategies that optimise returns.
• Custodian of master data governance, ensuring best-in-class strategy deployment and champion/challenger frameworks.
• Drive continuous improvement of collections, recovery, and legal workflows, balancing customer experience with portfolio penetration.
• Collaborate with technology and vendor partners to enhance dialer pacing, AI-driven decisioning, and campaign effectiveness.

Leadership & People Management

• Lead, coach, and manage senior managers and heads of department.
• Drive performance management, capability building, and succession planning.
• Foster a culture of learning, innovation, accountability, and continuous improvement.
• Act as a change leader, driving transformation initiatives and managing adoption across the organisation.

Client & Stakeholder Engagement

• Meet and exceed client expectations in line with agreed SLAs.
• Act as a senior interface with clients, risk partners, and internal stakeholders.
• Influence and align campaign calendars, thresholds, and objectives with risk and compliance requirements.
• Build cross-functional alliances and support the development of competitive client engagement capabilities.
• Present insights and strategic recommendations to executive leadership, boards, and key stakeholders.

Process, Governance & Compliance

• Provide oversight and enhancement of dialer, OMNI, and digital reporting frameworks.
• Ensure compliance with regulatory requirements including the National Credit Act, Debt Collectors Act, and Consumer Protection Act.
• Implement robust governance frameworks to mitigate reputation, compliance, and operational risk.
• Oversee productivity, capacity management, and service level standards across operations and support functions.

Financial Accountability

• Achieve and exceed revenue, gross profit, and ROI targets.
• Manage operational expenditure in line with business strategy and investment priorities.
• Demonstrate strong financial acumen in budget management and enterprise value creation.

Qualifications & Experience

• Degree in Commerce, Economics, or Law (Postgraduate qualification preferred).
• Minimum 10 years’ experience in a collections or financial services environment.
• 5–7 years’ management experience, including 3–5 years at Senior Manager level.
• Proven exposure to call centre operations and unsecured collections and recoveries.
• Experience leading client enablement functions (risk campaigns, dialer, digital, client treatment).
• Exposure to AI-driven strategies within collections or recovery environments is advantageous.
• Strong understanding of best-practice collections strategy and operations at senior leadership level.

Core Competencies & Attributes

• Strategic acumen with the ability to align function to long-term business objectives.
• Systems thinking and cognitive complexity, with the ability to plan across 2–5-year horizons.
• Strong judgment and decision-making maturity with high-impact financial accountability.
• Advanced stakeholder engagement, influence, and executive-level communication skills.
• Entrepreneurial mindset with resilience, adaptability, and innovation focus.
• Deep financial literacy with a strong understanding of ROI and value creation.

Why This Role