Head Manager: Operations Support (Collections)

SUMMARY:
Head Operations Support - BPO

POSITION INFO:
We are seeking a dynamic, highly experienced Head to lead our Collections & Recovery operations. This is a pivotal leadership role, responsible for driving financial performance, managing client relationships, and ensuring the delivery of best-in-class operational excellence.
If you are a strategic thinker with proven experience in collections, recovery, and financial services — and thrive on leading large, diverse teams — this could be your next big move.

🔑 Key Responsibilities

• Drive and exceed financial, collections, and recovery targets across agreed mandates.
• Oversee daily operations of the business unit, ensuring effective use of resources.
• Manage client relationships, engage at executive level, and ensure strategic objectives are met.
• Lead and develop teams through effective performance management, coaching, and succession planning.
• Oversee Third-Party Service Providers and ensure delivery against contractual performance levels.
• Ensure compliance with all legislative and internal governance requirements (NCA, DCA, CPA).
• Report on performance, trends, and risks to senior leadership and provide innovative recommendations.
• Champion operational improvements, productivity initiatives, and risk mitigation strategies.

🎓 Minimum Requirements

• Grade 12 (Matric) plus a Bachelor’s Degree in Business or related field.
• 10 – 12 years’ experience in the Collections / Financial Services industry.
• 5 – 10 years’ management experience, with at least 3 – 5 years at senior management level.
• Strong commercial knowledge of unsecured collections and recovery best practice.
• Solid understanding of litigation processes, compliance frameworks, and industry regulations.
• Advanced Microsoft Office skills (Excel essential).

⚡ Competencies & Skills

• Proven leadership ability to manage large, diverse teams.
• Strong business acumen and decision-making ability.
• Excellent communication and stakeholder engagement skills.
• Strategic thinker with the ability to translate vision into operational execution.
• High emotional intelligence, problem-solving mindset, and results orientation.
• Ability to identify and nurture talent, driving career growth and succession planning.