Debt Collections Manager

About the job

Are you a strong, results-driven leader with a passion for driving performance and developing high-performing teams? We are looking for an experienced Collections Manager to lead our international collections campaign and drive operational excellence. The successful candidate will be responsible for overseeing collections operations, improving debt recovery performance, managing team productivity and ensuring that all activities meet client expectations, quality standards and compliance requirements. Key Responsibilities - Lead, manage and motivate collections teams to achieve daily, weekly and monthly collection targets. - Drive debt recovery performance by implementing effective collection strategies and improving account resolution rates. - Monitor team performance, KPIs and operational reports, identifying performance gaps and implementing corrective action plans. - Coach, mentor and develop Team Leaders and Collections Agents to improve productivity, negotiation skills and overall performance. - Ensure adherence to quality assurance standards, client requirements and applicable debt collection regulations. - Oversee escalated accounts, customer disputes and complaints, ensuring professional and timely resolution. - Analyse collection trends and performance data to identify opportunities for improvement. - Maintain strong relationships with clients and internal stakeholders, providing regular updates on campaign performance. - Ensure accurate reporting, system updates and compliance with data protection and confidentiality requirements. - Promote a culture of accountability, professionalism, continuous improvement and results-driven performance. Minimum Requirements - Grade 12 / Matric or an equivalent qualification. - At least 4 years of leadership experience , preferably within a collections or BPO environment. - Proven experience in debt collections, debt recovery or a related financial services environment. - Demonstrated ability to manage teams against strict targets and performance-based KPIs. - Strong understanding of collections processes, payment negotiations and performance management. - Excellent verbal and written communication skills in English. - Strong analytical, reporting, problem-solving and decision-making abilities. - Proficiency in computer systems and the ability to navigate multiple platforms. - Experience with Einstein and CSG will be advantageous. Skills and Competencies - Strong leadership, coaching and people management skills. - Excellent negotiation, conflict resolution and objection-handling abilities. - Strong client relationship and stakeholder management skills. - Results-oriented mindset with a focus on productivity and debt recovery. - Ability to work under pressure in a fast-paced, target-driven environment. - High levels of integrity, accountability and professionalism. If you are an experienced leader who can inspire teams, improve collections performance and deliver measurable results, we want to hear from you!

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