Description:
Collections Operations Manager
? Cape Town
A growing and results-driven business is seeking a Collections Operations Manager to lead their Contingent division operations. This is an exciting opportunity for a confident, strategic, and people-focused leader to drive collections performance and manage key portfolios while leading a high-performing team.
Key Responsibilities
1. Portfolio Management
Execute collection strategies and manage portfolios to maximize net recoveries.
Meet and exceed internal KPIs across collections, quality, and productivity.
Drive call center productivity through team management and continuous process improvement.
Analyze data and performance to develop daily operational tactics.
Oversee departmental reporting and administration to support operational success.
2. Client Relationship & Management
Build and maintain strong relationships with key clients to align expectations and deliver excellent service.
Engage regularly with clients on performance, opportunities, and growth.
Lead performance meetings and prepare client reports and presentations.
3. Personnel Management
Lead a team of 3 Team Managers across 3–4 portfolios with 50–75 agents in total.
Coach, develop, and support staff to ensure motivation and performance.
Apply performance management tools and discipline where necessary.
Promote workforce engagement and ensure compliance wi