Operations Manager Debt Collection

EnableSA; Gqeberha; On-site; ZAR 800 000 - 1 200 000; Full time

Job summary

A dynamic operations firm is looking for an experienced Operations Manager to lead their debt collection team in Gqeberha. The successful candidate will oversee all collection channels, optimize operational efficiency, and ensure compliance with South African legislation. With more than 5 years in debt collection and at least 3 years in management, you will drive key performance metrics and foster a high-performance culture within the team. This role offers the opportunity to implement operational improvements in a fast-paced environment.

Qualifications

• 5+ years’ experience in debt collection or financial services.
• 3+ years’ experience in senior operational or management role.
• Strong understanding of South African debt collection legislation.

Responsibilities

• Oversee daily operations across all collection channels.
• Ensure collection strategies meet recovery targets.
• Implement operational workflows for efficiency.
• Monitor operational costs and productivity.
• Lead and develop team leaders and operational staff.

Skills

Operational management

Debt collection strategies

Team leadership

Data analysis

Customer-centric culture

Education

Grade 12

Bachelor’s degree in Business Management or related field

Tools

MS Excel

Collections systems

Reporting tools

Job description

Our client is seeking an experienced Operations Manager - Debt Collections, to join the Port Elizabeth team.

• 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, including:
  • National Credit Act (NCA)
  • Council for Debt Collectors (CDC) rules
  • Protection of Personal Information Act (POPIA)
  • Consumer Protection Act (CPA)
• 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.

Requirements

• Grade 12
• Bachelor’s degree in Business Management, Operations Management, Finance, or a related field (advantageous).
• Relevant debt collection or credit management certifications (advantageous).
• 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
• Proficient in collections systems, reporting tools, and MS Excel