Operations Manager- Collections - JHB

Role Purpose

The Collections Operations Manager is responsible for the effective end-to-end management of daily collections operations, including oversight of Team Leaders and Collections Agents. The role ensures the call center consistently meets and exceeds agreed input and output targets, compliance requirements, and service-level standards. Key responsibilities include driving operational performance, improving productivity and efficiencies, and delivering measurable business outcomes such as revenue growth, cost optimization, and continuous process improvements.

• Grade 12/ Matric.
• Must have a clear ITC/Credit record
• Must have a clear criminal record
• A recognized qualification in Operations Management/Collections.
• BPO Contact Centre Experience, specifically within the collections environment.
• 2 – 5 years Contact Centre Experience in a Team Leader role
• 2 – 3years Contact Centre Experience in an Operation Manager Role within a BPO.
• Proficiency in MS Office and Excel.
• Own vehicle is preferred due to International hours and seven-day operation.
• Must have experience (with the flexibility) in working
• International shifts from South Africa.

1.
Management of Call Centre Delivery

• To meet and exceed business objectives ensuring consistent achievement of all financial and operational KPIs.
• Manage, inspire and motivate a number of Team Managers to ensure operational excellence, high employee engagement and service improvement is achieved.

2.
Management of Quality and Compliance

• Review, analyse, and assess Quality Assurance and Compliance audit results within the collections environment, identifying trends, risks, and areas for improvement.
• Develop, implement, and monitor corrective action plans to ensure adherence to regulatory, client, and internal quality and compliance standards.
• Drive the achievement of client KPIs and collections targets, including daily service levels, customer experience outcomes, quality scores, compliance measures, and collections performance.

3.
Performance Management

• Managing employee’s performance against targets;
• Responsible for the development of the operational talent pool by optimising the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent.
• Planning, organizing and controlling the team according to:
  Dialler efficiencies; WFM (Adherences)
• Creating a work environment that facilitates high productivity i.e. welcoming, recognition of contribution, retention, attendance etc.
• Ensuring consistent application of Level Up, AIP and PIP processes.
• Managing Stakeholders of the business.

4.
Stakeholder Engagement

• Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day to day ops liaison within key work stream/s.

5.
Reporting

• Analyse and report on performance and strategy implementation in a clear and concise manner to various stakeholders.

• Senior-level leadership with strong people management and communication skills in a collections contact-centre environment.
• Proven BPO/contact-centre experience with the ability to manage client relationships and stakeholder engagement.
• Strong ability to translate collections and business strategy into effective day-to-day operational delivery.
• Responsible for client engagement, business continuity, and operational resilience within the collections function.
• Ability to build and maintain strong client relationships.
• Ability to demonstrate and to translate business strategy into day to day delivery.
• Setting and reviewing Quality performance standards.
• Setting and reviewing of organizational / productivity objectives in line with the commercial contract.
• Managing Client Engagement.
• Responsible for Business Continuity.
• Ability to manage and influence key stakeholders.