Collections Team Manager - (Credit Provider Industry)

Hire Resolve; Cape Town; On-site; ZAR 500,000 - 800,000; Full time

Job summary

A leading recruitment agency is seeking a skilled Collections Team Manager in Cape Town. In this role, you will lead a high-performing team, monitor performance metrics, and enhance recovery strategies in a dynamic environment. Ideal candidates will have proven experience in debt collections and strong leadership skills, focusing on maintaining compliance and quality standards.

Benefits

Performance-Based Incentives

Qualifications

• 3–5 years’ experience in a high-volume call center.
• At least 1–2 years in a supervisory or managerial role.
• Proficiency in debt collections within microlending or financial services.

Responsibilities

• Lead a team of Collections Agents to meet performance targets.
• Monitor KPIs such as kept rate and recovery rate.
• Resolve customer escalations and support complex case management.

Skills

Leadership

Communication

Coaching

Conflict Resolution

Debt Recovery Processes

Target-Driven Mindset

Tools

Excel

Call Centre Software

Reporting Tools

Job description

Collections Team Manager - (Credit Provider Industry)

Job Title: Collections Team Manager
Location: Cape Town
Department: Collections
Reports to: Head of Collections
Incentives: Performance-based incentives available

Overview:
Hire Resolve's Client is seeking to hire a Collections Team Manager to join their team in Cape Town. The role focuses on driving collections success through effective leadership, coaching, and compliance management.

Key Responsibilities:

• Lead and inspire a team of Collections Agents to consistently meet performance targets.
• Monitor KPIs such as kept rate, PTP, recovery rate, and quality scores.
• Conduct regular one-on-one performance discussions and implement action plans.
• Ensure strict adherence to compliance, quality assurance, and call script standards.
• Resolve customer escalations and support complex case management.
• Work closely with leadership to enhance recovery strategies and operational processes.
• Provide ongoing coaching, feedback, and training to build agent capability.
• Contribute to system and policy improvements to optimise collection outcomes.

Requirements:

• 3–5 years’ experience in a high-volume call centre, with at least 1–2 years in a supervisory or managerial role.
• Demonstrated success in debt collections, ideally within microlending or financial services.
• Strong leadership and team development skills.
• Excellent communication, coaching, and conflict resolution abilities.
• Debt recovery processes
• POPIA and data privacy compliance
• DebiCheck protocols
• Performance management principles
• Proficiency in Excel, call centre software, and reporting tools.
• Target-driven mindset with the ability to perform under pressure.

Looking for a Career Move?

Contact Hire Resolve:

• Our client is offering a competitive salary for the Collections Team Managerrole (based on experience).
• Apply now at hireresolve.us or email your CV to [e-mail].
• Subject line: Collections Team Manager

If you're a match, we’ll call you within 3 days. If not, we’ll keep your CV on file for future roles.

Hire Resolve removes the stress of the career search byunderstanding you as an individual. We take more than just your qualificationsinto account, considering factors like your salary and benefits expectations aswell as your preferred workplace culture to ensure that we find the perfectopportunities to meet your unique needs.

As a specialist recruitment agency, we focus on theEngineering, Finance, IT, Mining, Manufacturing, and Logistics industries. Ourteam of recruitment consultants is well-versed and highly networked in theindustries in which they operate and are dedicated to ensuring that everyplacement is a perfect fit.