Collections Team Leader

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

Key Responsibilities

• Manage the daily operations and performance of a Collections team.
• Lead, motivate, coach and develop Collections Agents to achieve individual and team targets.
• Drive collection performance, productivity and operational effectiveness.
• Set, monitor and report on individual and team collection targets and KPIs.
• Review delinquent accounts and ensure appropriate collection procedures are followed.
• Monitor and improve collection productivity and recovery performance.
• Identify training and coaching needs and provide ongoing support to team members.
• Conduct regular coaching, performance reviews and quality assurance audits.
• Manage escalated customer queries and complaints effectively.
• Address underperformance in line with the company's Performance Improvement Policy.
• Manage absenteeism, behavioural concerns and employee relations matters.
• Manage PIPs, disciplinary processes and absence management where required.
• Ensure team administration, trackers, leave transactions and payroll-related processes are completed accurately.
• Work closely with Workforce Management to manage staffing forecasts and scheduling requirements.
• Compile, analyse and utilise operational and collections reports to drive performance.
• Ensure employees have the necessary resources and tools to perform their roles effectively.
• Assist with recruitment and the onboarding of new team members.
• Ensure new employees transition effectively into the team.
• Drive continuous improvement of collections processes and customer service.

Minimum Requirements

• Minimum 5 years' experience in a call centre environment.
• Minimum 3 years' experience in a Collections Team Manager, Team Leader role.
• Strong experience in collections, debt recovery, credit collections or retail credit.
• Matric/ Grade 12
• Proven experience managing a team of approximately 20 or more employees.
• Experience in employee relations, poor performance and absenteeism management.
• Experience managing team and individual targets and KPIs.
• Strong understanding of call centre processes and methodologies.
• Knowledge of consumer credit / retail credit and account management principles.
• Strong verbal and written communication skills.
• Good working knowledge of MS Outlook, Word and Excel.