Collections Manager
Overview
Lead the collections operation and drive effective recovery across the arrears portfolio, managing the end-to-end collections and payments management function.
Requirements
- 5–8 years' experience in collections, credit or a related operational environment
- 2–3 years' experience managing a team of collectors
- Proven experience managing or working closely with external or third-party debt collection agencies
- Strong knowledge of collections systems, diallers and CRM/case management platforms
- Strong MI and reporting capability, with advanced Excel skills
- Sound understanding of the South African credit and collections regulatory environment, particularly the NCA, POPIA and Debt Collectors Act
Responsibilities
- Lead, coach and performance-manage the internal Collections team
- Own the full arrears collections lifecycle across early-, mid- and late-stage delinquency
- Manage relationships with external and third-party debt collection agencies
- Act as the primary link between Collections and internal functions including Finance, Credit Risk, Legal/Compliance, IT and Customer Experience
- Produce accurate daily, weekly and monthly MI covering collections performance, portfolio recovery, agency performance and team scorecards
- Take ownership of escalated customer queries, disputes and complaints arising from collections activity
- Ensure all internal and external collections activity complies with applicable legislation
How to apply
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