Collections Operations Manager

Discovery; Sandton; In loco; ZAR 900.000 - 1.200.000; Tempo pieno

Descrizione del lavoro

Discovery Bank is seeking a Collections Operations Manager to oversee 24/7 collections activities, design efficient processes, and ensure policy compliance. The role requires hands-on leadership in front-line operations and the ability to analyse performance metrics.

You will manage delinquent accounts, partner with external agencies within SLAs, and drive continuous improvements in credit and collections models to protect assets and support customers.

Competenze

• Bachelor's degree in finance, accounting, economics, law, or business management.
• FAIS accreditation is required.
• 4–6 years’ experience in debt management services.

Mansioni

• Oversee collections and risk operations processes and customer communications.
• Monitor performance metrics and implement improvements.
• Lead external collections agencies within SLAs.
• Develop policies and standards for collections and credit ops.
• Mentor and upskill the team to meet business demands.

Conoscenze

Planning

Problem solving

Judgment

Conflict management

Process management

Client service orientation

Verbal and written communication

Analytical and numerical

Basic economics

Regulatory compliance

Formazione

Bachelor's degree in finance, accounting, economics, law, or business management

FAIS accredited

Degree with Honours (finance, accounting, economics, law, or business management)

Descrizione del lavoro

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Collections Operations Manager

Business Unit: Discovery Bank

Function: Banking

About Discovery

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovatingin order tonot only achieve financial success, but to ignite positive and meaningful change within our society.

About Discovery Bank

Discovery Bank is a bank like no other – a shared-value bank, designed with our clients in mind.We’reall about sharing the value that clients create when they manage their money well, back with them through exceptional interest rates and rewards. Our Vitality Moneyprogrammemeasures how well clients manage their finances, informs them of what it means to be financially healthy, and empowers them with the knowledge to get enhanced rewards for managing their money well. If you’re adaptable, a problem-solver, always questioning the way things are done, passionate about doing what is right, and obsessed with providinga qualityservice experience, we have a job for you where you can be your best in an environment that’s safe and nurturing.

Key Purpose

The Collections OperationsManager isresponsible for ensuring that the collections functions within Discovery Bank run efficiently and effectively on a 24/7/365 basis. The incumbentis required toassistin the design and continuous improvement of both current and future business processes. This includes systems and processes that support day-to-day operations, outlining process flows, defining operating rules and policies, and assigning andmonitoringoperational roles and responsibilities.

The incumbent must keep track of performance metrics,analysebottlenecks, and take corrective actions whererequired. He/shealsoresponsible for implementing credit and collections solutions to improve performance levels. It is important that the incumbent has a hand-on approach and gets involved in front-line work to get the job done and to gain a better understanding of the business.

Areas of responsibility may include but are not limited to.

• Manages the bank’s risk operations processes and oversees a wide range of operational activities while managing customer relationships. These will includeestablishingdirect communication channels with applicants or borrowers (clients),identifying, and managing delinquent accounts, taking direct collections and recovery actions, issuing monthly statements, and handling escalated customer queries.
• Runs a client credit portfolio efficiently while delivering strong customer satisfaction.
• Analyses data andto findpatterns that mayidentifycredit risks in the products and escalates to the Risk Operations management team.
• Overseesand develops a plan to handle client disputes by requesting new client information via the Service Consultants/Discovery Banker. Applying discretion inlinethe overall policy to re-assess the credit scoring and granting and using this information as client intelligence to provide input into the credit model.
• Performs data analysis on a portfolio of client cases toidentifytrends and provides this intelligence as strategic input for the credit model to ensure the Bank’s credit risk is mitigated.
• Performs in-depth analysis of clients’ financial status todeterminehow to best intervene through education, motivation, and negotiation with the aim of getting the client in a better financial situation.
• Executes the collections and recovery strategies aligned to the overall bank strategies.
• Manages andmonitorsthe performance of external collections agencies withinSLA’s.
• Ensures that a detailed risk register with mitigation plan exists for credit ops, collections, and recoveries to mitigate operational risks.
• Monitors all daily and monthly reports for credit ops and collections performance andtakes actionasrequired.
• Creates,maintains, and enhances internal and external stakeholder relationshipsin order to improve overall efficiency and ensure compliance.
• Effectively leads the team and takes accountability for the continuous up-skilling of employees to ensure that current and future business demands are met.
• Develops, executes, and gives inputs into the policies, procedures and standards within collections and credits ops aligned to the regulatory framework.

Technical Skills or Knowledge

• Planning andorganising.
• Problem solving.
• Judgment and decision making.
• Conflict management.
• Innovative process management.
• Client service orientation.
• Verbal and written communication.
• Income and expenditure, budgeting, financial planning, pullingbureau reports.
• Analytical and numerical.
• Basic economics.
• All related regulatory and compliance acts.

Education and Experience Required

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

Preferred

• At least 4 to 6 years in credit operations, collections and operational risk management in retail banking or financial services.
• Experience in process design andoptimisation.

Required

• A bachelor’sdegreewithfinance, accounting, economics, law, or business management.
• FAIS accredited.

Preferred

• Degree with Honours (finance, accounting, economics, law, or business management)

EMPLOYMENT EQUITY

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.