Collections Team Leader

WNS; Cape Town; On-site; ZAR 240,000 - 360,000; Full time

Job summary

WNS in Cape Town is seeking a Team Leader for UKH Collections Voice to drive operational excellence and manage a debt collections team. You will lead customer service associates to meet targets, review performance, and ensure adherence to SLAs and SOPs, while coaching staff for ongoing development.

The role emphasizes proactive issue resolution, team collaboration, and alignment with client requirements, with opportunities to promote best practices and drive performance improvements.

Qualifications

• Matric certificate with at least 2 years’ team leadership experience in debt collections.

Responsibilities

• Lead a team of Customer Service Associates to meet targets and KPIs.
• Monitor and manage team performance against SLA KPIs.
• Identify barriers to performance and communicate updates to stakeholders.
• Ensure adherence to SOPs and company policies.
• Conduct regular team meetings and one-on-one coaching sessions.
• Drive team-building initiatives and support company activities.
• Support learning and development for new starters.
• Provide feedback to ensure skill development and performance improvement.

Skills

Team Leadership

Debt Collections

Performance Management

Coaching

Education

Matric Certificate

Job description

Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.

Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

Team Leader UKH Collections Voice Driving Operational Excellence

• Leading a team of Customer Service Associates to perform effectively against set targets/KPIs
• Ensuring that all customer contacts/queries are managed in a proactive and timely manner in accordance with agreed SLA KPIs
• Reviewing and managing each team member’s performance
• Identifying and communicating barriers to performance/service delivery
• Ensuring adherence to Standard Operating Procedures and company policies
• Team Leadership
• Keeping the team informed of anything happening that may impact them
• Establishing good rapport within the team and with other teams
• Having regular Team Meetings, as well as individual Status Sessions with each team member
• Actively supporting the team to meet their deadlines and targets Driving team-building initiatives and supporting company activities
• Living the company’s values in all day-to-day activities
• Being a role model to the team
• Supporting the team through periods of change Learning & Development
• Working closely with Operations Support, Training & HR to support the journey of new starters
• Providing feedback and coaching to ensure that each team member has the skills and competencies to meet their performance targets
• Ensuring that each team member has a Personal Development Plan
• Attending all meetings and training as per client and company requirements to keep up-to-date all relevant client and company information.

Qualifications

• Matric Certificate+ 2 years TL experience with Debt Collections experience