MANAGER: COLLECTIONS

Woolworths Financial Services; Cape Town; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading financial services company in Cape Town is seeking a Manager for their Collections department. The role involves managing Team Leaders to execute key Risk Operations Collections strategies and enhance collections efficiency through digital engagement. Candidates should have 2-5 years of managerial experience in a Call Centre collections environment and strong leadership skills. This position offers an opportunity to shape future collection strategies and ensure compliance with operational procedures.

Qualifications

• 2-5 years Call Centre Managerial experience in a Collections environment.

Responsibilities

• Effectively manage Team Leaders to drive the execution of key Risk Operations Collections strategies.
• Ensure compliance with Risk Operations operating plans and highlight operational risks.
• Manage collections activities according to agreed performance measures.
• Develop and implement operating plans in line with overall business strategy.

Skills

Strong Financial Services Collections Industry Knowledge

Proven Collections strategy execution knowledge

Proven track record in managing high-performance collections teams

Strong leadership skills

Governance and Compliance

Customer Satisfaction knowledge

Customer treatment knowledge

Contact Centre/Call Centre

Fluency in Microsoft Office suite

Analytical background

Proven Digital collections knowledge

Job description

Woolworths Financial Services | Full time

Manager: Collections

Cape Town, South Africa | Posted on 10/20/2025

Woolworths Financial Services, or WFS as it is better known, is a Joint Venture with Absa Bank, that supports the Woolworths retail business by providing in-store credit in the form of the Woolworths StoreCard and offering value-added services including credit cards, personal loans and short-term insurance as well as life insurance linked to other products.

Overview

This role is responsible for the effective management of Team Leaders to drive execution of key Risk Operations Collections strategies through a team of Collections agents. The execution will be on our outbound portfolio. The role also provides input to the development of future collection strategies, policies and procedures and understands industry trends to influence strategic approach, with a strong emphasis on leveraging digital engagement channels to enhance collections efficiency.

Job Description

Main Purpose

Effectively manage Team Leaders to drive execution of key Risk Operations Collections strategies through a team of Collections agents on the outbound portfolio.

Provide input to the development of future collection strategies, policies and procedures and understand industry trends to influence strategic approach. This includes a strong emphasis on leveraging digital engagement channels to enhance collections efficiency.

Responsibilities

• Develop and implement operating plans in line with internal collection strategies, policies and procedures, legal and regulatory norms and standards.
• Ensure compliance with Risk Operations operating plans and highlight operational risks and controls. Proactively take remediation action where necessary.
• Ensure effective execution of approved collection strategies, policies and procedures. Manage collections activities according to agreed performance measures, including operating plans and expense budgets.
• Effectively manage stakeholders within the business that directly impact the performance of the business unit and ensure the necessary operational controls are in place.

Operating Plan

• Develop and implement operating plans in line with the overall business strategy and plans for the early-stage collection function.
• People plan developed and implemented in line with overall Risk Ops People strategy.
• Ensure adherence to ABSA and WFS policies and procedures approved by the WFS Board.
• Ensure compliance, highlight operational risks and controls, and proactively take relevant action.
• Continuously seek improvements in collection processes, products and technology and manage the change process when improvements are implemented.

Targets

• Set the day-to-day targets for the department and ensure the achievement of collection targets.
• Manage collections activities in line with agreed performance measures and operating budgets.
• Embed a high-performance culture, framework and review processes to achieve business targets.
• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight to enhance the overall collections experience.

Stakeholder Engagement

• Present monthly portfolio performance to relevant stakeholders. This includes producing accurate and timely communication reports and analyses on collection results and operational activities.
• Leverage ABSA relationships as well as relevant external parties.
• Proactively share information and expertise with internal and external stakeholders.

Staff and Talent Management

• Manage performance of staff according to WFS HR Policies, including set performance standards (Key Performance Areas, Key Performance Indicators).
• Ensure performance measurements are carried out correctly and regularly.
• Develop career paths.

Requirements

• Strong Financial Services Collections Industry Knowledge.
• Proven Collections strategy execution knowledge.
• Proven track record in managing high-performance collections teams.
• Strong leadership skills.
• Governance and Compliance.
• Customer Satisfaction knowledge.
• Customer treatment knowledge.
• Contact Centre/Call Centre.
• Fluency in Microsoft Office suite.
• Analytical background will be advantageous.
• Industry relationships for insights to new initiatives.
• Proven Digital collections knowledge.

Minimum Qualification / Experience Required

• 2-5 years Call Centre Managerial experience in a Collections environment.