Collection Team Leader

CASHGIST; Cape Town; Vor Ort; ZAR 420.000 - 660.000; Vollzeit

Zusammenfassung

CashGist in Cape Town seeks a Collections Team Leader to drive day-to-day leadership and performance of the collections team, focusing on achieving targets and improving recovery outcomes. You will manage the team, monitor KPIs and coach agents to maximise results.

In addition, you will oversee arrears management, ensure compliant customer engagement, and partner with internal teams to optimise processes and systems within the National Credit Act framework.

Qualifikationen

• 3–5 years' experience in collections, debt recovery, credit or lending.
• 1–2 years' experience in a Team Leader, Supervisor or similar role.
• Proven experience managing a collections team against targets.
• Experience in arrears management and customer collections.

Aufgaben

• Lead and supervise the collections team.
• Set and monitor individual and team collection targets.
• Monitor daily, weekly and monthly performance.
• Coach and develop agents to improve productivity and collection results.
• Address performance gaps and implement corrective action.
• Promote accountability and a high-performance team culture.
• Monitor arrears and collection activity across the loan portfolio.
• Ensure timely follow-up of customers in arrears.
• Monitor payment arrangements and promises to pay.
• Assist with difficult and escalated accounts.
• Support escalation of appropriate accounts for further recovery action.
• Monitor collection and recovery performance and identify areas requiring intervention.
• Review failed, returned and unpaid debit orders.
• Identify opportunities to improve collection success rates.
• Monitor key collections KPIs and performance trends.
• Prepare regular team and collections performance reports.
• Identify reasons for underperformance and recommend corrective action.
• Provide management with relevant collections performance updates.
• Support the team with difficult customer interactions and escalations.
• Ensure professional and responsible customer engagement.
• Ensure collections activities comply with Company policies and procedures.
• Promote adherence to applicable National Credit Act and regulatory requirements.
• Escalate customer, operational or compliance risks where necessary.
• Identify opportunities to improve collections processes, systems and workflows.
• Work with relevant internal teams to resolve operational issues affecting collections.
• Support the implementation of approved collections initiatives and improvements.

Kenntnisse

Leadership

Communication

Negotiation

Analytics

Reporting

Ausbildung

Credit/Finance Qualification

Jobbeschreibung

The Collections Team Leader is responsible for the day-to-day leadership and performance of the collections team, with a strong focus on achieving collection and recovery targets.

The role combines team leadership, collections performance management, customer escalations and continuous improvement of the collections function.

2. KEY RESPONSIBILITIES

• Lead and supervise the collections team.
• Set and monitor individual and team collection targets.
• Monitor daily, weekly and monthly performance.
• Coach and develop agents to improve productivity and collection results.
• Address performance gaps and implement appropriate corrective action.
• Promote accountability and a high-performance team culture.

Collections & Recoveries

• Monitor arrears and collection activity across the loan portfolio.
• Ensure timely follow-up of customers in arrears.
• Monitor payment arrangements and promises to pay.
• Assist with difficult and escalated accounts.
• Support the escalation of appropriate accounts for further recovery action.
• Monitor collection and recovery performance and identify areas requiring intervention.

Debit Order & Digital Collections

• Review failed, returned and unpaid debit orders.
• Ensure appropriate follow-up and recovery action.
• Identify opportunities to improve collection success rates.

Reporting & Performance Analysis

• Monitor key collections KPIs and performance trends.
• Prepare regular team and collections performance reports.
• Identify reasons for underperformance and recommend corrective action.
• Provide management with relevant collections performance updates.

Customer & Compliance Management

• Support the team with difficult customer interactions and escalations.
• Ensure professional and responsible customer engagement.
• Ensure collections activities comply with Company policies and procedures.
• Promote adherence to applicable National Credit Act and regulatory requirements.
• Escalate customer, operational or compliance risks where necessary.
• Identify opportunities to improve collections processes, systems and workflows.
• Work with relevant internal teams to resolve operational issues affecting collections.
• Support the implementation of approved collections initiatives and improvements.

3. KEY PERFORMANCE AREAS

Performance will be measured against agreed KPIs, including:

• Collection and recovery performance
• Achievement of team collection targets
• Agent productivity and performance
• Debit-order success rates
• Cure and roll rates
• Process and regulatory compliance

4. REQUIREMENTS

• 3–5 years' experience in collections, debt recovery, credit or lending.
• 1–2 years' experience in a Team Leader, Supervisor or similar role.
• Proven experience managing a collections team against targets.
• Experience in arrears management and customer collections.
• Strong communication, leadership and negotiation skills.
• Good reporting, analytical and problem-solving ability.
• Comfortable working with collections systems and digital platforms.

Advantageous

Experience in:

• Short-term or unsecured lending
• Digital lending / fintech
• Consumer credit or microfinance
• Debit-order collections
• Digital payment channels

Knowledge of the NCA/NCR environment will be advantageous.

A relevant qualification in Credit Management, Finance, Business Management or a related field will be advantageous.

5. PERFORMANCE MANAGEMENT

The successful candidate will be required to sign a Performance Contract with CashGist (Pty) Ltd.

The Performance Contract will set out the agreed KPIs, targets, responsibilities and expected outcomes for the role.

Performance will be reviewed regularly against the agreed objectives.