Operations Manager - Debt Collection

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.

• 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