Debt Collections Operations Leader

Spec-Savers Distribution

Gqeberha

On-site

ZAR 900,000 - 1,300,000

Full time

14 days+

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Job summary

Spec-Savers Distribution seeks an Operations Manager – Debt Collection to oversee daily debt collection activities across call centre and legal channels. You will drive efficiency, scale processes, and ensure compliance with NCA, CDC, POPIA, and CPA while leading a high-performing team.

You will analyse performance data, set KPI targets, and implement improvements to maximise recoveries and maintain ethical standards.

Qualifications

5 years’ experience in a debt collection, credit, or financial services environment.
3 years’ experience in a senior operational or management role.
Proven experience managing large operational teams and complex workflows.
Strong understanding of South African debt collection legislation and regulatory frameworks.
Strong operational and analytical mindset with attention to detail.
Proven ability to drive performance through data and KPIs.
Excellent leadership, coaching, and people management skills.
Strong stakeholder and client management capabilities.
Sound judgment with high ethical standards.

Responsibilities

Oversee daily operations across all collection channels (call centre and legal collections).
Ensure collection strategies are executed efficiently to meet or exceed recovery targets.
Monitor and manage operational costs, productivity, and resource allocation.
Implement and refine operational workflows to improve efficiency and scalability.
Define, track, and report on key operational KPIs (e.g. collection rates, contact ratios, PTP conversion, cost-to-collect).
Analyse performance data and implement corrective actions where required.
Drive continuous improvement initiatives based on data insights.
Ensure full compliance with applicable legislation and regulations (NCA, CDC, POPIA, CPA).
Lead, mentor, and develop team leaders and operational staff.
Set performance objectives, conduct reviews, and manage disciplinary processes when necessary.
Foster a high-performance, ethical, and customer-centric culture.
Support recruitment, onboarding, and training of operational staff.
Act as a key operational contact for clients and internal stakeholders.
Ensure SLAs are met and exceeded.
Support client reporting, reviews, and operational presentations.
Oversee the use of collections systems, diallers, and reporting tools.
Work with IT and vendors to implement system enhancements or new technologies.
Drive automation and digital initiatives to improve productivity and compliance.