Collections Team Manager

Milani It Consultants Ltd; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading South African microlending company in Cape Town is seeking a Collections Team Manager to lead and motivate a high-performance team. The role involves monitoring team performance, ensuring adherence to compliance guidelines, and driving agent development. The ideal candidate has 3–5 years of call centre experience, with at least 2 years in a management position. Competitive salary and a dynamic work environment offered.

Benefits

Competitive basic salary

Performance-based incentives

Opportunities for growth

Ongoing training and development

Qualifications

• 3–5 years' experience in a high-volume call centre, with 2 years+ in a management or supervisory role.
• Proven success in debt collections, preferably in microlending or financial services.
• Strong leadership and team development capabilities.

Responsibilities

• Lead and motivate a team of Collections Agents to meet performance targets.
• Monitor team performance using KPIs and conduct performance discussions.
• Ensure adherence to quality control and compliance guidelines.

Skills

Leadership

Communication

Problem-solving

Debt recovery processes

Regulatory compliance

Tools

Excel

Call centre systems

Reporting tools

Job description

Our client, a leading South African microlending company based in Cape Town has a vacancy: Job Title: Collections Team Manager. Location: Cape Town. Department: Collections. Reporting to: Head of Collections. We are looking for a motivated and experienced Collections Team Manager to lead a high‑performance team of Collections Agents.

Key Responsibilities

• Lead, support, and motivate a team of Collections Agents to meet daily, weekly, and monthly targets.
• Monitor and analyze team performance using KPIs (kept rate, PTP, recovery rate, QC scores).
• Conduct regular performance discussions and implement development plans.
• Ensure adherence to quality control guidelines, compliance, and call scripts.
• Resolve escalated queries and customer issues effectively.
• Collaborate with leadership on process improvements and recovery strategies.
• Deliver consistent coaching, feedback, and training to drive agent performance.
• Support system and policy enhancements for improved collections efficiency.

Requirements

• 3–5 years' experience in a high-volume call centre, with 2 years+ in a management or supervisory role.
• Proven success in debt collections, preferably in microlending or financial services.
• Strong leadership and team development capabilities.
• Excellent communication, coaching, and problem‑solving skills.
• In‑depth understanding of:
  • Debt recovery processes
  • POPIA (Protection of Personal Information Act)
  • DebiCheck processes and protocols
  • Performance‑management practices
  • Basic Labour‑law principles
• Knowledge of regulatory compliance relevant to collections and credit.
• Proficiency in Excel, call‑centre systems, and reporting tools.
• Target‑driven and able to work well under pressure.

Working Hours

• Monday to Friday: 8 : 00 AM – 5 : 00 PM or 10 : 00 AM – 7 : 00 PM (rotational shifts)
• Saturday: 8 : 00 AM – 1 : 00 PM

What the Company Offers

• Competitive basic salary: R…
• Performance‑based incentive structure capped at R…
• Opportunities for growth and advancement
• Supportive and high‑performance team culture
• Ongoing training and development

How to Apply

If you are a driven leader with a solid background in collections management and a passion for achieving results, we would like to hear from you. To apply, please email your detailed resume to – and include "Collections Team Manager" in the subject line. Applicants from other provinces within South Africa are welcome to apply.

Please note, however, that relocation assistance is not provided, and successful candidates will be required to make their own arrangements to relocate to Cape Town.

Job Types: Full‑time, Permanent. Pay: R… per month. Work location: In person.