Head Of Collections Shared Services

Dj&R Consulting; Gauteng; On-site; ZAR 1 200 000 - 1 500 000; Full time

Job summary

A leading consulting firm in South Africa is seeking an Executive for their collections department. This role requires a strong background in collections and a minimum of 10 years of experience in relevant sectors. Responsibilities include leading call centre operations, ensuring revenue delivery, and managing performance. The ideal candidate will have a Bachelor's degree, be skilled in operational analysis, and possess knowledge in machine learning. This position is full-time with significant leadership accountability.

Qualifications

• Minimum 10 years' experience in Collections / Call Centre / Financial Services.
• Minimum 5-7 years in management roles.
• 2-5 years at senior manager level.

Responsibilities

• Lead Shared Services teams to ensure revenue delivery.
• Manage dialer utilization and workforce management.
• Drive performance culture and accountability within the teams.

Skills

Leadership in call centre management

Financial services experience

Operational data analysis

Machine learning understanding

Best practices in debt collections

Education

Grade 12

Bachelor's Degree in Business / Operations / Finance

Job description

Overview

The role is for an individual with a strong collections background and sound knowledge in Legal recoveries. The successful candidate will lead the department and manage call centre managers and team leaders for both day and night shift operations.

Required Minimum Education

• Grade 12
• Bachelor's Degree in Business / Operations / Finance or related field (advantageous)

Required Minimum Work Experience

• Minimum 10 years' experience in Collections / Call Centre / Financial Services.
• Minimum 5 – 7 years in management.
• 2–5 years at senior manager level.
• Exposure to omni-channel, digital engagement, and AI-enabled operations, Trace is advantageous.
• Strong commercial understanding of book buying and strategic buys preferred.
• Strong understanding of best-practice unsecured / Sold debt collections.
• Deep experience in call centre operations (Inbound / Outbound / Trace Workflows / Omni / Voice / Non Voice).
• Knowledge of dialer optimization, segmentation, tracing, QA and workforce management.
• Ability to analyse operational data and convert insights into action.
• Basic machine learning (AI) understanding

Responsibilities

• Lead Shared Services teams to support and enable Principal Collections' revenue delivery.
• Translate strategy into actionable plans with defined deliverables, timelines and KPIs.
• Ensure operational readiness for new books, strategic buys and project launches.
• Drive daily, weekly and monthly performance management across functions.
• Oversee dialer utilisation, workforce management, inbound support and general collections processes.
• Build high-performance teams through effective hiring, coaching, retention and talent development.
• Identify top talent ("clones") and successors for critical leadership roles.
• Set clear KPAs for Team Managers, Lead Agents and Specialists.
• Drive performance culture, accountability and behavioural alignment.
• Ensure training, competency development and upskilling of all staff within the functions.
• Monitor daily revenue, RPC, PTP, kept rate, settlements, agent productivity and operational KPIs.
• Analyse trends and provide actionable insights to the Executive and senior leadership.
• Ensure clear reporting, dashboards, and visibility of Shared Services performance.
• Engage internal stakeholders, ensuring trust and strategic alignment.
• Manage escalations, solve complex operational challenges and present updates to Executive level.
• Align Shared Services and Principal Collections outcomes with overall strategic financial objectives.
• Identify risks early and implement rapid corrective actions.

Employment Details

• Seniority level: Executive
• Employment type: Full-time
• Job function: Accounting / Auditing and Finance