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:

o National Credit Act (NCA)

o Council for Debt Collectors (CDC) rules

o Protection of Personal Information Act (POPIA)

o 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