Credit Operations Manager

A leading organisation is seeking a highly skilled and experienced Credit Operations Manager to oversee and optimise the performance of its collections department. The successful candidate will play a pivotal role in managing day-to-day operations, driving performance, minimising bad debt, and fostering a culture of continuous improvement and compliance.

This is an excellent opportunity for a strategic and hands-on leader with a solid track record in managing large credit and collections teams.

Key Responsibilities:
Manage daily operations of a large collections call centre (approximately 200 agents) handling early-stage outbound and inbound collections.
Ensure departmental targets for collections and delinquency are consistently achieved or exceeded.
Maintain and continuously improve collections processes, systems, and performance metrics.
Promote a culture of high performance and accountability, supporting staff through training, coaching, and performance development.
Monitor absenteeism, lateness, attrition, and implement corrective actions where necessary.
Conduct regular portfolio performance reviews and contribute to strategy discussions with senior management.

Liaise with internal teams to improve efficiency and reduce bad debt exposure.
Stay up to date with relevant legislation and technological developments to enhance operational outcomes.
Lead recruitment and onboarding processes to ensure high-quality hires.
Drive both technical and soft skills development initiatives for the team.
Handle performance management and IR matters in line with company policies.
Collaborate with Dialler and IT support teams to resolve issues and optimise strategy.
Provide input into collections strategies and propose innovative improvements.

Requirements:

Matric (Grade 12) is essential.
Minimum of 57 years experience in an operational Collections Manager role.
At least 7 years'' experience within the collections industry with a proven ability to meet or exceed performance targets.
Prior experience as a Collections Agent and/or Supervisor is advantageous.
Deep understanding of collection methodologies and best practices.
Strong background in team leadership, performance management, and operational planning.
Proven track record of driving change, improving processes, and implementing strategic initiatives.
Experience analysing reports and data to drive business decisions.
Strong leadership and team management abilities
Excellent time management and organisational skills
High attention to detail and accuracy
Strong analytical and numerical aptitude
Ability to work under pressure and manage multiple priorities
Proactive approach with a continuous improvement mindset
Excellent communication, coaching, and problem-solving skills
Ability to convert data insights into