Collections & Recovery Portfolio Manager; Remote

Overview:

Our client in the financial services industry is looking to employ a a Collections & Recovery Portfolio Manager to maximise after cost collections on its portfolio through proactive, strategic, and operational oversight across the full credit lifecycle.

Minimum Requirements:

• Grade 12 / Matric
• Bachelor’s degree in Finance, Economics, Business Administration, Statistics, or a related field
• Proven experience in debt collections, financial analysis, or a similar role within the financial services industry
• Proficiency in data analysis tools and software such as Excel, SQL

Responsibilities:

Collections Policy

• Develop and maintain the collections policy in alignment with current best practices and strategic thinking

Management of Collection Strategies

• Oversee the design, continuous improvement, monitoring, and reporting of collection strategies, with the following objectives:
• Proactively prevent default among paying customers by identifying and engaging
  those at risk of default
• Minimize the roll-forward of early defaulters through targeted intervention
• Maximize activation of Non-Performing Loans (NPL) and write-off accounts (NPLWO) to optimize NPL net yield
• Ensure timely and consistent allocation of accounts to appropriate collections channels including OBCC Servicing and Activations, Cybertrac, and EDC, aligned with receipting and activation targets

Performance Monitoring of Operational Channels

• Oversee performance across operational channels including Call Centres (CC), Digital Collections, External Debt Collectors (EDCs), and Cybertrac
• Establish targets and service level agreements (SLAs) for each channel
• Develop and maintain performance monitoring reports to track delivery against these targets and SLAs
• Monitor stock rotation and aging accounts to ensure operational momentum and
  compliance with strategy timelines

Collaboration with Operational Channels for Segmented Treatments

• Facilitate weekly performance reviews with Operational Leads, including performance vs targets, activation counts, and receipting trends
• Work closely with operational teams to define tailored treatment strategies based on customer segmentation:
  Design digital communication campaigns across SMS, Whats App, email, and customer journey flows
• Create customized scripts and AI prompts for use in the contact centre

Settlement Offer Management

• Manage all customer settlement initiatives, including both structured and ad-hoc offers
• Own and maintain the deals matrix that guides settlement offers on NPL-WO accounts
• Define maximum allowable settlement mandates
• Approve customer-initiated settlement offers within delegated authority

Regulatory and Policy Compliance

• Ensure that all collection activities adhere to applicable laws, regulations, and internal company policies

Reporting and Monitoring

• Compile and present regular performance reports, including weekly CC performance reviews and monthly Manco pack
• Investigate variances in monthly performance and provide recommendations for corrective action