Collections Team Manager

Liquid Thought; Wes-Kaap; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A financial services firm located in South Africa is looking for a motivated Collections Team Manager to lead a high-performance team. You will drive recovery rates, coach team members, and ensure adherence to compliance. Ideal candidates have experience in call centres and debt collections, along with strong leadership skills. This role offers a competitive salary and opportunities for growth.

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 management.
• Proven success in debt collections, preferably in microlending.
• Strong leadership and team development capabilities.

Responsibilities

• Lead and motivate a team of Collections Agents to meet targets.
• Monitor and analyse team performance using KPIs.
• Conduct performance discussions and implement development plans.

Skills

Leadership

Coaching

Communication

Problem-solving

Target-driven

Tools

Excel

Call centre systems

Reporting tools

Job description

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.

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.

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 We Offer

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