Collections Team Leader

Weaver Fintech Ltd; Wes-Kaap; On-site; ZAR 420,000 - 640,000; Full time

Job summary

Weaver FinTech Group is seeking a dynamic leader for the Collections team to guide agents toward achieving performance targets and delivering exceptional customer experiences. You will drive coaching, training, and compliance across the department, ensuring efficient operations and quality outcomes.

The role requires a track record in collections, strong leadership, and the ability to manage shifts and deadlines while maintaining high professional standards.

Qualifications

• Grade 12/Matric or equivalent.
• 3+ years’ experience in collections in a contact centre.
• 1–2 years’ experience leading a team in a target-driven environment.
• Clear credit and criminal record.
• Must be available to work shifts, weekends and public holidays.

Responsibilities

• Lead, motivate and develop a team of collection agents to meet KPIs and efficiency targets.
• Ensure high-quality customer interactions and customer service standards.
• Oversee adherence to service level agreements and escalate challenges with management.
• Capture data, track performance and provide reports to management.
• Coach and train agents to achieve performance standards and continuous improvement.
• Participate in projects and optimization initiatives within the department.
• Drive staff motivation and culture through planned activities and recognition.
• Monitor quality and conduct regular coaching to improve service delivery.
• Familiarity with debt collection laws and compliance requirements.

Skills

Leadership

Communication

Decision making

Team management

Problem solving

Education

Grade 12 / Matric

Tertiary qualification

Tools

MS Office

Excel

Word

Outlook

Job description

Weaver FinTech Group is a leading digital financial services ecosystem connecting consumers to smarter, more flexible ways to pay, borrow, and protect what matters most. Our brands — Pay Just Now and FinChoice — empower millions of South Africans through innovative Payments, Lending, and Insurance solutions.

We’re a data-first organisation built on collaboration, innovation, and purpose: to make digital finance simpler, more inclusive, and more human.

Role Overview

The ideal candidate for this role will be responsible for leading, supporting, motivating and developing a team of Collection Agents, ensuring that key performance requirements and operational efficiencies are achieved in line with the company objectives.

Revenue and Efficiency

• Ensure that the team and the agents’ key performance targets are met in line with business requirements
• Ensure team and agents quality standards are met and that a high standard of quality is achieved and maintained
• Set and maintain production standards and targets in line with departmental requirements
• Meet team efficiency targets as per KPA requirements for department

Ensure that an exceptional customer experience is consistently achieved

• Attend to all escalated matters from Agents or customers, ensuring customer satisfaction is maintained
• Promote excellent customer service orientation within team of Agents and across the wider business
• Continuously improve customer experience and service delivery statistics
• Ensure Customer Excellence is achieved by driving and maintaining high standards of quality and integrity

Ensure service level agreements are adhered to

• Ensure that the departments service level agreements are in place and are achieved
• Constantly engage with management regarding any challenges identified to mitigate through appropriate measures
• Ensure all team members have KPA’s and personal development plans in place with clear and tangible goals
• Lead, guide, develop and support your agents by identifying and conducting coaching and training to achieve performance standards.
• Foster an environment that encourages and rewards innovation and challenges current methodologies
• Promote staff engagement by ensuring adequate measures are in place to improve culture in the Department
• Initiate and participate in motivational team and departmental activities
• Effective workforce planning ensuring adequate resources are in place to meet departmental objectives
• Ensure all agents follow the leave management process and that all leave has been captured and approved
• Identify and manage behaviour in line with prescribed legislation and company policies and procedures

Reporting

• Capture required data in order to ensure all systems are up to date and accurate
• Manage and track the team’s performance hourly, daily, weekly and monthly
• Provide accurate reports in line with the departments requirements
• Identify adverse variances and / or negative trends and proactively develop action plans to address this
• Provide operational feedback to the Management team by identifying trends through data analysis

Quality control

• Monitor calls and provide relevant feedback for improvement
• Conduct regular coaching in order to improve quality of service delivery
• Take appropriate action when quality standards are not met or upheld

Projects

• Participate in any projects as per the agreed KPA
• Assist with the implementation and optimization of projects and assignments

Motivation

• Initiate and participate in motivational team and departmental activities
• Ensure all motivational activities are planned and implemented in line with the motivational plan to ensure buy-in from agents
• Complete motivational tasks within the required timeframes
• Strong ability to handle objections and resistance
• Skilled in reaching agreements without damaging compliance boundaries
• Comfortable dealing with hostile, stressed, or evasive customers
• Ability to remain calm and professional under pressure
• High tolerance for rejection and difficult conversations

Financial Assessment

• Ability to analyze income, expenses, and affordability
• Recommend realistic repayment solutions

Legal & Compliance Awareness

• Knowledge of debt collection laws
• Understanding of when and how to upscale cases legally

Communication Skills

• Clear, firm, and professional tone (verbal and written)
• Ability to explain consequences without making threats

Familiarity with:

• Debt restructuring
• Pre-legal and legal handover processes

Requirements

Qualifications & Accreditations

• Grade 12 / Matric or Equivalent
• A relevant tertiary qualification would be advantageous

Legal & Compliance Requirements

• NCA (National Credit Act) Compliance
• NCR (National Credit Regulator)
• CFDC (Council for Debt Collectors)

Experience & Skills

• Minimum of 3 years’ experience within the Collections industry in a Contact Centre environment
• Must have at least 1 to 2 years’ experience in leading a team within a target driven environment
• Competent in MS Office packages, particularly MS Word, Excel and Outlook
• Clear credit and criminal record
• Effective communication skills (verbal and written)
• Must be available to work shifts, weekends and public holidays

Attributes & Behaviours

• Strong motivational and leadership abilities with a positive attitude
• Effective decision making and problem solving abilities
• Deadline and target driven
• Recognise opportunities for improvement and use initiative to introduce them
• Excellent interpersonal and communication (both verbal and written) skills
• Ability to work independently as well as within a team
• Excellent planning and organisational skills with a proactive approach
• Attention to detail and the ability to interpret data