Collections Operations Manager

Isilumko Staffing; Sandton; On-site; ZAR 900,000 - 1,500,000; Full time

Job summary

Isilumko Staffing is seeking an experienced Collections Operations Manager to oversee and optimise collections, recoveries, and credit operations within a regulated financial services environment. You will lead a high-performing team, drive improvements, and mitigate credit risk while ensuring compliant operations.

The role requires strong leadership, strategic planning, and hands-on experience in debt management and collections.

Qualifications

• Bachelor's Degree in Finance, Accounting, Economics, Law, Business Management, or related field.
• FAIS Accreditation.
• 4–6 years' experience in debt management services.
• 4–6 years' experience in credit operations, collections, recoveries, or operational risk management.
• Proven people management experience.

Responsibilities

• Oversee day-to-day collections and recoveries operations.
• Manage delinquent accounts and implement effective collection strategies.
• Monitor performance and drive continuous improvement in collections.
• Analyse client portfolios to identify risks and intervention needs.
• Maintain risk registers and ensure regulatory compliance.
• Lead, coach, and develop the collections team.

Skills

Leadership

People management

Strategic planning

Process improvement

Financial analysis

Risk assessment

Analytical skills

Stakeholder management

Regulatory knowledge

Collections strategy

Education

Bachelor's Degree in Finance/Accounting/Economics

FAIS Accreditation

Honours/MBA/NQF9 (advantageous)

Job description

About the Role

A leading financial services organisation is seeking an experienced Collections Operations Manager to oversee and optimise collections, recoveries, and credit operations functions. This role is responsible for ensuring operational excellence, driving process improvements, managing collections performance, mitigating credit risk, and leading a high-performing team within a regulated financial services environment.

Key Responsibilities

Collections & Credit Operations Management

• Oversee the day-to-day collections and recoveries operations.

• Manage delinquent accounts and ensure effective collections strategies are executed.

• Handle escalated customer matters and ensure positive customer outcomes.

• Monitor collections performance and implement corrective actions where required.

• Ensure operational processes are efficient, compliant, and aligned with business objectives.

• Drive continuous improvement initiatives across collections and credit operations.

Portfolio & Risk Management

• Analyse client portfolios to identify trends, risks, and potential areas of concern.

• Conduct detailed assessments of client financial positions to determine appropriate intervention strategies.

• Provide recommendations to enhance collections, recoveries, and credit risk management practices.

• Maintain and monitor operational risk registers and mitigation plans.

• Identify opportunities to improve credit decisioning and collections outcomes through data-driven insights.

Process Improvement & Strategy

• Design, review, and optimise collections and credit operations processes.

• Develop and document operating procedures, policies, and process flows.

• Implement solutions and initiatives aimed at improving collections performance and operational efficiency.

• Monitor key performance metrics and address operational bottlenecks.

• Support the development and enhancement of collections and credit policies.

Stakeholder Management

• Build and maintain strong relationships with internal and external stakeholders.

• Manage relationships and performance of external collections partners and service providers.

• Ensure compliance with service-level agreements and regulatory requirements.

• Collaborate with various business units to improve customer and operational outcomes.

Leadership & People Management

• Lead, coach, and develop the collections operations team.

• Drive a culture of accountability, performance, and continuous learning.

• Ensure employees are suitably trained and equipped to meet current and future business demands.

• Support workforce planning and succession development initiatives.

Minimum Requirements

• Bachelor's Degree in Finance, Accounting, Economics, Law, Business Management, or a related field.

• FAIS Accreditation.

• Minimum 4-6 years' experience in debt management services.

• Minimum 4-6 years' experience in credit operations, collections, recoveries, or operational risk management within the banking or financial services sector.

• Proven people management experience.

• Experience in process design, optimisation, and operational improvement initiatives.

• Strong understanding of collections strategies, recoveries processes, and credit risk management.

Advantageous Qualifications

• Honours Degree in Finance, Accounting, Economics, Law, or Business Management.

• NQF Level 9 qualification such as MBA, MBL, or MCom.

Key Competencies

• Leadership and people management

• Strategic planning and execution

• Problem-solving and decision-making

• Conflict management and negotiation

• Process improvement and operational excellence

• Financial analysis and risk assessment

• Strong analytical and numerical skills

• Excellent verbal and written communication

• Stakeholder engagement and relationship management

• Knowledge of relevant banking, credit, and regulatory frameworks