Collections Performance Lead

Kinesis Holdings; Wes-Kaap; On-site; ZAR 450,000 - 650,000; Full time

Job summary

Kinesis Holdings is seeking an experienced Collections Team Manager to lead a dedicated team in South Africa. The role focuses on driving performance, coaching staff, and achieving targets within the collections function.

You will monitor KPIs, manage training needs and ensure compliant procedures are followed while coordinating with Workforce Management for staffing and scheduling. Strong communication and ER experience are essential.

Qualifications

• Minimum education is Matric/Grade 12.
• Experience leading a collections or call center team.
• Proven ability to manage targets and KPIs.
• Strong communication and employee relations skills.

Responsibilities

• Manage the daily operations and performance of a Collections team.
• Lead, motivate, coach and develop team members to meet targets.
• Drive collection performance, productivity and operational effectiveness.
• Set and report on individual and team collection targets and KPIs.
• Review delinquent accounts and ensure proper procedures are followed.
• Monitor productivity and recovery performance and implement improvements.
• Identify training needs and provide ongoing coaching.
• Conduct regular coaching, performance reviews and QA audits.
• Manage escalated customer queries and complaints.
• Address underperformance per the Performance Improvement Policy.
• Handle absenteeism, behavioural concerns and ER matters.
• Oversee PIPs and disciplinary processes as required.
• Ensure payroll-related processes and leave transactions are accurate.
• Collaborate with Workforce Management on staffing forecasts.
• Analyse reports to drive performance and provide resources.
• Ensure new employees transition effectively into the team.

Skills

People management

Performance management

Coaching

Communication skills

MS Outlook/Word/Excel

Education

Matric/ Grade 12

Tools

MS Outlook

MS Word

MS Excel

Job description

Kinesis Holdings is seeking an experienced Collections Team Manager to lead a dedicated team in South Africa. The role focuses on driving performance, coaching staff, and achieving targets within the collections function.

You will monitor KPIs, manage training needs and ensure compliant procedures are followed while coordinating with Workforce Management for staffing and scheduling. Strong communication and ER experience are essential.