Collections Performance Lead

CASHGIST; Cape Town; On-site; ZAR 420,000 - 660,000; Full time

Job summary

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.

Qualifications

• 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.

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 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.

Skills

Leadership

Communication

Negotiation

Analytics

Reporting

Education

Credit/Finance Qualification

Job description

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.