Senior Collections Manager

SUMMARY:
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POSITION INFO:

Our client, specialists in Debt book Management and collection of outstanding accounts, is seeking an experienced Senior Collections Manager with over 5 years Leadership experience to join their team. The successful candidate will oversee and optimise the collections function across multiple portfolios, managing a team of 20–30 debt collectors. This is a key role responsible for driving collections strategy, performance analysis, compliance, and operational improvements to maximise recovery and adhere to client SLAs. This position also offers the potential for growth into a Chief Operating Officer (COO) role, with equity consideration.

Key Responsibilities:

1) Collections Strategy & Performance Optimisation

• Develop and execute strategies to improve recovery rates and reduce delinquency.
• Analyse KPIs and adjust tactics for maximum portfolio performance.
• Segment debtor profiles to enable tailored, high-impact collection approaches.

2) Operational & Financial Oversight

• Oversee forecasting and reporting cycles, including performance reviews.
• Present monthly and quarterly reports on collections trends and financial insights.
• Ensure accuracy and timeliness of payments, account closures, and reporting.

3) Team Leadership & Development

• Lead and manage a team of 20–30 collectors, team leaders, and supervisors.
• Conduct reviews, coaching, and targeted training to drive performance.
• Build a high-performance, motivated team culture through effective leadership.

4) Compliance, Risk & Legal Management

• Ensure full compliance with South African debt collection laws and company policies.
• Manage adherence to AOD processes and SLA obligations.
• Collaborate with legal teams to mitigate reputational and financial risks.

5) Stakeholder Engagement & Client Relationship Management

• Serve as the main point of contact for clients and senior stakeholders.
• Resolve escalations and provide consistent performance feedback.
• Build strong client relationships and support business growth initiatives.

6) Technology & Process Innovation

• Leverage systems like Swordfish, Excalibur, CRM, and automation tools to drive efficiency.
• Ensure optimal system usage and data integrity.
• Drive innovation through tech adoption, predictive analytics, and continuous improvement.

Key Requirements:

• Qualifications:
  • Matric (Grade 12) required.
  • Degree in Finance, Business Administration, or related field (preferred).
  • Credit Management or relevant financial qualification (preferred).
  • Registered with the Debt Collectors Council.
• Experience:
  • A minimum of 5 years in a collection’s leadership role, preferably in a call centre environment.
  • Extensive experience managing large teams (20+ agents).
  • Proven track record in liaising with executive stakeholders.
• Competencies:
  • Technical:
    • Proficient in Swordfish, Excalibur, and advanced MS Excel.
    • Strong analytical and problem-solving skills; ability to interpret trends and data to drive decisions.
  • Behavioural:
    • Strong leadership, team management, and staff development skills.
    • Excellent negotiation, conflict resolution, and interpersonal skills.
    • High attention to detail and analytical thinking.
    • Resilience, adaptability, and the ability to work under pressure.
    • Strategic mindset with a proactive, result-orientated approach, with the potential for senior leadership growth.

Why Join them?

• Growth Potential: This role has a direct path to a COO position, with equity consideration.
• Dynamic Environment: Work in a fast-paced, evolving environment with a focus on operational excellence and continuous improvement.
• Supportive Culture: Collaborate with a dedicated team that values development, accountability, and innovation.

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