WFS Team Leader : Collections

Woolworths Financial Services Full time

Cape Town, South Africa Posted on 10/17/2025

WoolworthsFinancial Services, or WFS as it is better known, is a JointVenture with Absa Bank, that supports the Woolworths retailbusiness by providing in-storecredit inthe formof the Woolworths StoreCard andoffering value-addedservices including credit cards, personal loans and short-terminsurance as well as life insurance linked to otherproducts.

Main Purpose

Team Leader - Inbound &Non-Voice Collections

We are seekingaforward-thinking and digitally savvy Team Leaderto guideourinbound and non-voice collections team, with a strong emphasisonWhatsApp and digital engagement channels. This role is ideal forsomeone who is passionate aboutenhancing customer experience,drivingearly intervention strategies, andleveraging AItoimprove collections outcomes-without relying solely on digital dashboards.

Key Responsibilities

• Lead and managea team of CollectionsAgents, ensuring daily operations run smoothly and efficiently.
• Drive performance andmotivationwithin the team to meet and exceed collection targets.
• Champion customer-centric approaches,ensuring interactions are empathetic, solution-oriented, and aligned withearly intervention principles.
• Utilize non-voice platforms(e.g.WhatsApp, SMS, chatbots) to engage customers effectively and innovatively.
• Explore and implement AI and Voice drivenstrategiesto optimize call handling, customer engagement, andpayment solutions.
• Support digital onboarding and training,ensuring team members are equipped to operate in a tech-enabledenvironment.
• Monitor and manage team performance,providing coaching, feedback, and development opportunities.
• Translate data insights into actionableplans, even without dashboard reliance, to improve team effectiveness andcustomer outcomes.
• Ensure compliancewith relevant legislation andinternal policies.
  

Minimum Qualifications

• Matric
  
• Minimum3 years' experience in aretail collections environment, withleadership experience.
  
• Credit Management Diploma/Certificate would be advantageous
  
• Banking Diploma/Certificate in Banking would be advantageous
  

• Strong understanding ofWFSproducts(ISC, PL, CC).
  
• Experience invoice, digitalcollectionsandnon-voice engagement platforms.
  
• Passionate aboutteamdevelopment,customer care, andcontinuous improvement.
  
• Proficient inBI toolsandcapable ofleading with insight.
  
• Comfortable working in ahybrid operatingmodelwith a stable fibre connection.
  
• Role Contribution: Helping shape AI-supported, human-led collections