Manager: Operations Collections

Capitec; Cape Town; On-site; ZAR 700,000 - 1,200,000; Full time

Job summary

Capitec is seeking an experienced Collections Call Centre Manager to lead a centralized team and optimise debt recoveries. You will oversee campaigns, policy changes, and champion/challenger activities while leveraging technology to elevate the collections function.

The role requires a strategic leader with strong reporting skills and a track record in call centre/collections management in a fintech environment.

Qualifications

• Bachelor-level business management knowledge and leadership training.
• Experience in managing call centres or collections environments.
• Understanding of policy changes in debt collection and reporting.

Responsibilities

• Lead Centralised Collections Call Centre Managers to maximise debt recoveries.
• Oversee campaigns, including champion/challenger collection activities.
• Drive innovation and technology to build a world-class collections department.
• Ensure effective resource planning and performance reporting.

Skills

Planning & Coordination

Strategic Thinking

Commercial Acumen

People Skills

Leadership

Education

Bachelor's Degree in Business Management

Post-graduate qualification in Business Management

Job description

Purpose Statement

• To manage the Centralised Collections Call Centre Managers and ensure that all Campaigns are efficiently and effectively delivered to maximise debt recoveries from Capitec Bank clients.
• To manage all new collections products’, Policy changes and any champion/challenger collection activities
• To use innovation and technology to create a world class Collection department

Experience

Minimum

• At least 3yrs experience in managing and leading a diverse team
• At least 3yrs experience in a Collections and/or Call Centre management/Debt review environment
• Report writing (Executive level)
• Report analysis

Ideal

• Extensive Collections Call Centre management in a constantly changing environment
• Extensive experience across Contact Centre technology platforms
• Experience with digital tools to enhance collection strategies and payment channels
• Experience within a Fintech environment

Qualifications (Minimum)

• Bachelor's Degree in Business Management or Business Administration

Qualifications (Ideal Or Preferred)

• A relevant post-graduate qualification in Business Management or Business Administration

Knowledge

Minimum

• Knowledge and understanding of:
• Commercial and business imperatives re financial service / credit / collections environment
• People management and development practices
• Call centre environments
• Call Centre Technology
• Alternate work methods
• Resource planning

Ideal

• Capitec Bank policies and procedures
• South African banking environment
• Banking legislation
• HR procedures
• Call centre environments in collection
• Contact centre technology
• Payment platforms
• Incentive scheme design and implementation

Skills

• Planning, organising and coordination skills
• Strategic Thinking Skills
• Commercial Thinking Skills
• Interpersonal & Relationship management Skills
• Leadership Skills

Conditions of Employment

• Clear criminal and credit record

Capitec is committed to diversity and, where feasible, all appointments will support the achievement of our employment equity goals.