Collections Senior Operations Manager (Contact Centre) / Collections Manager

Mr Price Group; Durban; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

Mr Price Group’s mrpmoney division seeks a seasoned Collections Operations Manager to lead the Collections and Recoveries Contact Centre within the ACS business. You will translate strategy into operational excellence, drive performance, optimise resources, and ensure regulatory compliance.

You will lead a high‑performing team, foster accountability, manage budgets, and deliver on financial targets while improving customer outcomes and portfolio performance.

Qualifications

• Diploma in Credit Management or related field.
• BCom Degree in Management, Commerce, Finance or related discipline preferred.
• 5–8 years in a Collections and Recoveries environment.
• Minimum 5 years in a collections operational leadership role.

Responsibilities

• Lead and Inspire High-Performing Teams: Provide strong leadership to the Collections and Recoveries Contact Centre team; create a customer-focused, performance-driven culture; coach and develop staff; foster collaboration and continuous improvement.
• Drive Operational Excellence: Manage day-to-day operations to meet performance objectives; monitor productivity, service levels and outcomes; improve processes and experiences; plan resources.
• Performance Management: Set and track individual and team objectives; monitor performance against targets; coach and review; use data to improve results.
• Financial Management and Reporting: Manage budgets (OPEX/CAPEX); monitor financial performance; prepare management reports; identify risks and opportunities.
• Governance, Risk and Compliance: Ensure activities comply with regulations; maintain policies and controls; manage SLAs with third parties.
• Strategy Execution: Translate strategies into operational plans; partner with Risk, Credit, and Customer Value teams; drive improvements.

Skills

Collections ops

Contact centre

Leadership

Analytics

Dialer management

Workforce planning

NCA knowledge

PASA regs

Education

Diploma in Credit Management

BCom Degree

Tools

Collections platforms

Contact centre tech

Dialer systems

Job description

At mrpmoney, we're looking for a passionate and results-driven Collections Operations Manager to lead our Collections and Recoveries Contact Centre within the ACS business.

This role is about more than managing operations. It's about leading people, building high-performing teams, creating a culture of accountability and growth, and ensuring our collections strategies are delivered effectively to achieve positive customer and business outcomes.

As the Collections Operations Manager, you'll be responsible for translating business strategy into operational excellence, driving performance, optimising resources, and ensuring compliance across all collections and recoveries activities. Through strong leadership and sound decision-making, you will play a key role in improving portfolio performance, delivering financial targets, and contributing to the long-term success of the business.

Key Responsibilities

Lead and Inspire High-Performing Teams

• Provide strong leadership to the Collections and Recoveries Contact Centre team.
• Create an engaging, customer-focused, and performance-driven culture.
• Build team capability through coaching, mentoring, and ongoing development.
• Foster collaboration, accountability, and continuous improvement across the operation.

Drive Operational Excellence

• Manage the day-to-day operations of the Collections and Recoveries Contact Centre to ensure delivery against performance objectives.
• Monitor productivity, service levels, and collections outcomes to drive operational efficiency.
• Identify opportunities to improve processes, systems, and customer experiences.
• Ensure resources are effectively planned and aligned to business requirements.

Performance Management

• Set clear individual and team performance objectives and ensure expectations are understood.
• Monitor and manage performance against agreed targets and quality standards.
• Conduct regular coaching and performance reviews to support employee growth and development.
• Use performance insights and data to recognise success, address gaps, and improve overall results.

Financial Management and Reporting

• Manage operational budgets responsibly, ensuring expenditure remains within approved OPEX and CAPEX parameters.
• Monitor operational and financial performance against business targets.
• Prepare and present meaningful management reports and insights.
• Analyse trends, risks, and opportunities to support informed decision-making and continuous improvement.

Governance, Risk and Compliance

• Ensure all collections and recoveries activities operate within regulatory and company requirements.
• Maintain and enhance policies, procedures, and controls to support compliance and operational effectiveness.
• Monitor adherence to relevant legislation, industry standards, and internal governance requirements.
• Manage third-party supplier relationships and ensure Service Level Agreements (SLAs) remain effective and aligned to business needs.
• Benchmark operational practices against industry standards to identify improvement opportunities and best practices.

Strategy Execution

• Translate collections and recoveries strategies into effective operational plans.
• Partner with Risk, Credit, and Customer Value Management teams to ensure successful execution of collection strategies.
• Drive initiatives that improve collections performance, operational effectiveness, and customer outcomes.

What We're Looking For:

Qualifications:

Minimum

• Diploma in Credit Management or a related field.

Preferred

• BCom Degree in Management, Commerce, Finance, or a related discipline.

Experience:

• 5 to 8 years' experience within a Collections and Recoveries environment.
• Minimum 5 years' experience in a collections operational leadership role.
• Proven experience managing contact centre operations and delivering business performance targets.
• Experience leading large teams and driving a high-performance culture.

Knowledge and Skills:

• Strong understanding of collections and recoveries operations and strategies.
• Sound knowledge of:
• National Credit Act (NCA)
• Debt Collectors Act
• PASA Regulations
• Debt collection processes and governance requirements
• Experience with collections platforms and contact centre technologies.
• Good understanding of dialler management and campaign optimisation.
• Strong knowledge of productivity, workforce planning, and capacity management within a collections environment.
• Ability to translate risk and collections strategies into operational execution plans.
• Strong financial and commercial acumen.
• Excellent analytical, reporting, and problem-solving skills.
• Effective stakeholder management and communication skills.
• Strong people leadership, coaching, and performance management capability.