Debt Collection Call Centre / Branch Manager

Description:

DEBT COLLECTION CALL CENTRE / BRANCH MANAGERCape Town (Durbanville): My client, a well-established company specialising in debt-recovery solutions, is seeking a highly experienced Call Centre / Branch Manager to lead its Cape Town operations.This role is strictly reserved for candidates with proven, hands-on experience in debt collection operations. Applicants without direct debt-recovery management experience will not be considered. Purpose of the Role
The purpose of this position is to lead, control and optimise the day-to-day operations of a high-volume debt collection call centre, managing approximately 40 call centre agents and team leaders.

The successful candidate will be a seasoned debt-collection professional with strong operational, people-management and commercial capability, exceptional communication skills in both English and Afrikaans, and a proven ability to drive performance, compliance and results in a demanding collections environment.

Key Responsibilities Include but Are Not Limited To

• Leading, managing and supervising a team of approximately 40 call centre agents and team leaders
• Providing firm, consistent and professional oversight of staff performance, conduct and productivity
• Managing daily call centre workflows and ensuring all collection, quality and compliance targets are met
• Implementing and enforcing strategies to improve recovery rates, productivity and debtor engagement
• Conducting performance reviews, coaching, mentoring and ongoing staff development
• Ensuring strict adherence to company policies, procedures, code of conduct and regulatory requirements
• Analysing operational data, call statistics and financial performance indicators to support informed decision-making
• Working closely with senior management to align operational execution with business objectives
• Overseeing branch and office management to ensure a professional, disciplined and efficient working environment
• Identifying operational inefficiencies and implementing best-practice debt-collection methodologies
• Assisting with recruitment, training and onboarding of new collection staff
• Managing escalations and resolving complex or sensitive debtor matters professionally and decisively
• Ensuring full compliance within the debt-recovery framework, client mandates and service-level standards

C riteria

• Proven management experience within a Debt Collection or Financial Call Centre environment is mandatory
  Candidates without direct debt-recovery experience will not be considered
• Prior experience in legal debt collection or working alongside attorneys / law firms handling collections will be a strong advantage
• Demonstrated experience managing and supervising large teams in a structured, target-driven environment
• Fully bilingual in English and Afrikaans at a high professional level – verbal and written (non-negotiable)
• Strong leadership presence with the ability to manage, motivate and enforce standards consistently
• Solid financial, operational and business acumen with the ability to interpret performance data
• Confident, professional and authoritative communicator at all organisational levels
• High levels of integrity, accountability, discipline and organisational ability
• Proficiency in MS Office and debt-collection / call centre / CRM systems

This role is NOT suitable for junior candidates, general call centre managers, customer service managers, sales managers, or candidates without direct debt-collection leadership experience. Only applicants who have proven, hands-on experience managing debt collection operations, ideally within a financial services or legal collections environment, and who are fully bilingual in English and Afrikaans at a high professional level, will be considered.

Applications that do not clearly demonstrate the above non-negotiable requirements will regrettably not be shortlisted.

Remuneration and Hours of Work

• Market-related remuneration with commission structure
• On appointment membership to medical aid (Discovery) is compulsory (company contribution)
• Provident Fund contribution (Momentum)
• Normal business hours, Monday to Friday, with flexibility required depending on operational needs

Requirements:

• Leading, managing and supervising a team of approximately 40 call centre agents and team leaders
• Providing firm, consistent and professional oversight of staff performance, conduct and productivity
• Managing daily call centre workflows and ensuring all collection, quality and compliance targets are met
• Implementing and enforcing strategies to improve recovery rates, productivity and debtor engagement
• Conducting performance reviews, coaching, mentoring and ongoing staff development
• Ensuring strict adherence to company policies, procedures, code of conduct and regulatory requirements
• Analysing operational data, call statistics and financial performance indicators to support informed decision-making
• Working closely with senior management to align operational execution with business objectives
• Overseeing branch and office management to ensure a professional, disciplined and efficient working environment
• Identifying operational inefficiencies and implementing best-practice debt-collection methodologies
• Assisting with recruitment, training and onboarding of new collection staff
• Managing escalations and resolving complex or sensitive debtor matters professionally and decisively
• Ensuring full compliance within the debt-recovery framework, client mandates and service-level standards

• Proven management experience within a Debt Collection or Financial Call Centre environment is mandatory
  Candidates without direct debt-recovery experience will not be considered
• Prior experience in legal debt collection or working alongside attorneys / law firms handling collections will be a strong advantage
• Demonstrated experience managing and supervising large teams in a structured, target-driven environment
• Fully bilingual in English and Afrikaans at a high professional level – verbal and written (non-negotiable)
• Strong leadership presence with the ability to manage, motivate and enforce standards consistently
• Solid financial, operational and business acumen with the ability to interpret performance data
• Confident, professional and authoritative communicator at all organisational levels
• High levels of integrity, accountability, discipline and organisational ability
• Proficiency in MS Office and debt-collection / call centre / CRM systems

• Market-related remuneration with commission structure
• On appointment membership to medical aid (Discovery) is compulsory (company contribution)
• Provident Fund contribution (Momentum)
• Normal business hours, Monday to Friday, with flexibility required depending on operational needs