Operations Manager - Debt Collection

SUMMARY:
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POSITION INFO:

Job Purpose

The Operations Manager is responsible for overseeing the day-to-day operational performance of the debt collection business, ensuring collections are effective, compliant, scalable, and aligned with strategic objectives. This role focuses on optimising people, processes, systems, and compliance to maximise recoveries while maintaining ethical and regulatory standards.

Minimum Requirements

Qualifications

• Bachelor’s degree in Business Management, Operations Management, Finance, or a related field (advantageous).
• Relevant debt collection or credit management certifications (advantageous).

Experience

• 5+ years’ experience in a debt collection, credit, or financial services environment.
• 3+ years’ experience in a senior operational or management role.
• Proven experience managing large operational teams and complex workflows.
• Strong understanding of South African debt collection legislation and regulatory frameworks.

Skills & Competencies

• Strong operational and analytical mindset with attention to detail.
• Proven ability to drive performance through data and KPIs.
• Excellent leadership, coaching, and people management skills.
• Strong stakeholder and client management capabilities.
• Sound judgment with high ethical standards.
• Proficient in collections systems, reporting tools, and MS Excel.
• Ability to work under pressure and manage multiple priorities.

Key Responsibilities

Operational Management

• Oversee daily operations across all collection channels (call centre and legal collections).
• Ensure collection strategies are executed efficiently to meet or exceed recovery targets.
• Monitor and manage operational costs, productivity, and resource allocation.
• Implement and refine operational workflows to improve efficiency and scalability.

Performance & KPI Management

• Define, track, and report on key operational KPIs (e.g. collection rates, contact ratios, PTP conversion, cost-to-collect).
• Analyse performance data and implement corrective actions where required.
• Drive continuous improvement initiatives based on data insights.

Compliance & Risk Management

• Ensure full compliance with applicable legislation and regulations, including:
  • National Credit Act (NCA)
  • Council for Debt Collectors (CDC) rules
  • Protection of Personal Information Act (POPIA)
  • Consumer Protection Act (CPA)

People Management

• Lead, mentor, and develop team leaders and operational staff.
• Set performance objectives, conduct reviews, and manage disciplinary processes where necessary.
• Foster a high-performance, ethical, and customer-centric culture.
• Support recruitment, onboarding, and training of operational staff.

Client & Stakeholder Management

• Act as a key operational contact for clients and internal stakeholders.
• Ensure service level agreements (SLAs) are met and exceeded.
• Support client reporting, reviews, and operational presentations.

Systems & Process Improvement

• Oversee the effective use of collections systems, diallers, and reporting tools.
• Work with IT and vendors to implement system enhancements or new technologies.
• Drive automation and digital initiatives to improve productivity and compliance