24/7 Collections Operations Leader

Discovery Limited; Sandton; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

Discovery Bank is seeking a Collections Operations Manager to oversee 24/7 collections activities, design efficient processes and monitor performance. The role involves improving credit risk controls, managing delinquent accounts, and coordinating with service partners to ensure compliant operations.

The ideal candidate will have 4–6 years in debt management, people leadership experience, and senior-level financial planning exposure.

Qualifications

• At least 4 to 6 years’ experience in debt management services.
• Experience in managing people.
• At least 2 years in financial planning at a senior level.

Responsibilities

• Manages the bank’s risk operations processes and oversees a wide range of operational activities while managing customer relationships.
• Runs a client credit portfolio efficiently while delivering strong customer satisfaction.
• Analyses data to identify credit risks and informs Risk Operations.
• Develops plans to handle client disputes and re-assess credit decisions under policy.
• Performs data analysis on client portfolios to identify trends for credit modelling.
• Intervenes through education, motivation and negotiation to improve clients’ financial status.
• Executes collections and recovery strategies aligned to bank strategies.
• Monitors performance and SLA compliance of external collections agencies.
• Maintains a detailed risk register with mitigation plans for credit ops, collections and recoveries.
• Ensures daily/monthly reports are reviewed and acted upon.
• Fosters stakeholder relationships and leads team development to meet business demands.
• Contributes to policy, procedure, and standard development within collections and credits ops.

Skills

Planning and organising

Problem solving

Judgment and decision making

Conflict management

Innovative process management

Client service orientation

Verbal and written communication

Financial advice

Income and expenditure, budgeting, and

Analytical and numerical

Basic economics

Regulatory and compliance acts

Education

Bachelor’s degree in finance or related field

FAIS accredited

Job description

Discovery Bank is seeking a Collections Operations Manager to oversee 24/7 collections activities, design efficient processes and monitor performance. The role involves improving credit risk controls, managing delinquent accounts, and coordinating with service partners to ensure compliant operations.

The ideal candidate will have 4–6 years in debt management, people leadership experience, and senior-level financial planning exposure.