WFS Team Leader : Collections

Woolworths Financial Services | Full time

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

Woolworths Financial Services, or WFS as it is better known, is a Joint Venture with Absa Bank, that supports the Woolworths retailbusiness by providing in-storecredit inthe formof the Woolworths Store Card and offering value-addedservices including credit cards, personal loans and short-term insurance as well as life insurance linked to other products.

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 emphasis on

Whats

App and digital engagement channels. This role is ideal for someone who is passionate aboutenhancing customer experience,drivingearly intervention strategies, and leveraging AItoimprove collections outcomes—without relying solely on digital dashboards.

Key Responsibilities

• Lead and managea team of Collections Agents, 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.Whats App, SMS, chatbots) to engage customers effectively and innovatively.
• Explore and implement AI and Voice drivenstrategiesto optimize call handling, customer engagement, and payment solutions.
• Support digital onboarding and training,ensuring team members are equipped to operate in a tech-enabled environment.
• Monitor and manage team performance,providing coaching, feedback, and development opportunities.
• Translate data insights into actionable plans, even without dashboard reliance, to improve team effectiveness and customer outcomes.
• Ensure compliance with relevant legislation and internal 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, and continuous 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