Postes à Johannesburg, Afrique du Sud

Our client, specialists in Debt book Management and collection of outstanding accounts, is seeking an experienced

Senior Collections Manager

with over 5 years of leadership experience to join their team. The successful candidate will oversee and optimize the collections function across multiple portfolios, managing a team of 20–30 debt collectors. This key role involves driving collections strategy, performance analysis, compliance, and operational improvements to maximize recovery and meet client SLAs. There is also potential for growth into a Chief Operating Officer (COO) role, with equity consideration.

Key Responsibilities:

1. Collections Strategy & Performance Optimization
2. Develop and implement strategies to improve recovery rates and reduce delinquency.
3. Analyze KPIs and adjust tactics to enhance portfolio performance.
4. Segment debtor profiles for tailored collection approaches.
5. Oversee forecasting and reporting cycles, including performance reviews.
6. Present monthly and quarterly reports on collection trends and financial insights.
7. Ensure payments, account closures, and reporting are accurate and timely.
8. Lead and manage a team of 20–30 collectors, team leaders, and supervisors.
9. Conduct reviews, coaching, and targeted training to improve performance.
10. Foster a high-performance, motivated team culture through effective leadership.
11. Ensure compliance with South African debt collection laws and company policies.
12. Manage adherence to AOD processes and SLA obligations.
13. Collaborate with legal teams to mitigate reputational and financial risks.

1. Stakeholder Engagement & Client Relationship Management
2. Serve as the main contact for clients and senior stakeholders.
3. Resolve escalations and provide performance feedback.
4. Build strong client relationships and support business growth initiatives.

6) Technology & Process Innovation

1. Utilize systems like Swordfish, Excalibur, CRM, and automation tools to enhance efficiency.
2. Ensure optimal system usage and data integrity.
3. Drive innovation through technology adoption, predictive analytics, and continuous improvement.

Minimum Requirements:

• Matric (Grade 12) required.
• Degree in Finance, Business Administration, or related field (preferred).
• Registered with the Debt Collectors Council.

Experience:

• At least 5 years in a leadership role within collections, preferably in a call center environment.
• Extensive experience managing large teams (20+ agents).
• Proven ability to liaise with executive stakeholders.
• Proficient in Swordfish, Excalibur, and advanced MS Excel.
• Strong analytical and problem-solving skills to interpret trends and data.

Behavioral Skills:

• Strong leadership, team management, and staff development skills.
• Excellent negotiation, conflict resolution, and interpersonal skills.
• High attention to detail and analytical thinking.
• Resilience, adaptability, and ability to work under pressure.
• Strategic mindset with a proactive, results-oriented approach, with potential for senior leadership growth.

Why Join Them?

Growth Potential: This role offers a direct path to a COO position, with equity considerations.

Dynamic Environment: Work in a fast-paced, evolving setting focused on operational excellence and continuous improvement.

Supportive Culture: Collaborate with a dedicated team that values development, accountability, and innovation.