Collections Team Manager

Crediwise Technology; Cape Town; On-site; ZAR 420,000 - 720,000; Full time

Benefits offered by this job

Competitive salary

Performance-based incentives

Growth opportunities

Supportive team culture

Job summary

Crediwise is seeking a motivated Collections Team Manager in Cape Town to lead a high-performance team of Collections Agents. You will drive recovery rates, coach staff, and ensure adherence to compliance and quality standards.

Responsibilities include monitoring KPIs, conducting performance reviews, and implementing development plans while collaborating on process improvements and policy enhancements. A proactive leader who thrives under pressure is ideal.

Qualifications

• 3–5 years experience in a high-volume call centre
• 2 years+ in a management or supervisory role
• Strong leadership and team development capabilities
• Excellent communication, coaching, and problem-solving skills

Responsibilities

• Lead, support, and motivate a team of Collections Agents to meet targets.
• Monitor and analyse 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 coaching, feedback, and training to drive agent performance.
• Support system and policy enhancements for improved collections efficiency.

Skills

Leadership

Coaching

Communication

Problem solving

Team development

Tools

Excel

Call centre systems

Reporting tools

Job description

Crediwise is growing microlending company focused on providing responsible, short-term credit solutions through a tech-driven, customer-first approach. We are committed to helping clients meet their financial obligations while building a sustainable collections model rooted in performance, support, and ethical practices.

Role Overview:

We are looking for a motivated and experienced Collections Team Manager to lead a high-performance team of Collections Agents. The successful candidate will be responsible for driving recovery rates, coaching and managing team members, and ensuring adherence to compliance and quality standards.

Duties & Responsibilities

• Lead, support, and motivate a team of Collections Agents to meet daily, weekly, and monthly targets.
• Monitor and analyse 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.

Desired Experience & Qualification

• 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 / payday loans (≤6 months).
• 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
• 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 We Offer

• Competitive basic salary
• Performance-based incentive structure
• Opportunities for growth and advancement
• Supportive and high-performance team culture