Operation Manager - Debt Collection

Spec-Savers Distribution; Gqeberha; On-site; ZAR 900,000 - 1,300,000; Full time

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.

Skills

Leadership

People management

Stakeholder management

Data analysis

MS Excel

Education

Bachelor’s degree in Business/Operations/Finance

Debt collection or credit management certifications

Tools

Collections systems

Reporting tools

MS Excel

Job description

Closing Date 2026/09/11

Reference Number KFM260113-1

Job Title Operation Manager – Debt Collection

Job Type Permanent

Business Unit Collier and Malan Collections

Department Call Centres

Number of Positions 1

Location – Town / City Port Elizabeth

Location – Province Eastern Cape

Location – Country South Africa

Minimum Education Level Bachelors Degree | Advanced Diploma

Job Category Management

The Operations Manager is responsible for overseeing the day-to-day operational performance of the debt collection business, ensuring collections are effective, compliant, scalable, and aligned with strategic objectives. This role focuses on optimising people, processes, systems, and compliance to maximise recoveries while maintaining ethical and regulatory standards.

At our company, we live by our ICARE values: Innovation, Collaboration, Accountability, Respect, and Empathy. We believe in fostering creativity and developing forward-thinking solutions to drive excellence. Our collaborative approach brings together diverse perspectives to achieve shared goals, while accountability ensures that we take ownership of our actions to build trust and credibility. We hold respect at the core of our interactions, valuing each individual’s contributions and treating everyone with dignity. Lastly, empathy guides us to understand and support others, creating a compassionate and inclusive environment where everyone can thrive.

Qualifications

• Bachelor’s degree in Business Management, Operations Management, Finance, or a related field (advantageous).
• Relevant debt collection or credit management certifications (advantageous).

Experience

• 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.
• Proficient in collections systems, reporting tools, and MS Excel.

Duties and Responsibilities

Operational Management

• 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.

Performance & KPI Management

• 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.

Compliance & Risk Management

• Ensure full compliance with applicable legislation and regulations, including:
  • National Credit Act (NCA)
  • Council for Debt Collectors (CDC) rules
  • Protection of Personal Information Act (POPIA)
  • Consumer Protection Act (CPA)

People Management

• Lead, mentor, and develop team leaders and operational staff.
• Set performance objectives, conduct reviews, and manage disciplinary processes where necessary.
• Foster a high-performance, ethical, and customer-centric culture.
• Support recruitment, onboarding, and training of operational staff.

Client & Stakeholder Management

• Act as a key operational contact for clients and internal stakeholders.
• Ensure service level agreements (SLAs) are met and exceeded.
• Support client reporting, reviews, and operational presentations.

Systems & Process Improvement

• Oversee the effective 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.

Key Attributes

• Results-driven and commercially minded
• High level of integrity and compliance awareness
• Strong problem-solving and decision-making ability
• Hands-on leadership style
• Adaptable and process-driven