Debt Collection Operations Manager - USA Experience Mandatory

Description:

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 centre consistently meets and exceeds agreed input and output targets, compliance requirements, and service-level standards. Key responsibilities include driving operational performance, improving productivity, optimizing efficiencies, and delivering measurable business outcomes such as revenue growth, cost reduction, and continuous process improvements.

Experience and Qualifications (Mandatory Requirements)

• Grade 12 / Matric.
• Previous USA Debt Collections experience is mandatory.
• Must have a clear ITC/Credit record.
• Must have a clear criminal record.
  
• BPO Contact Centre experience, specifically within a collections environment.
• 2–5 years Contact Centre experience in a Team Leader role.
• 2–3 years Contact Centre experience in an Operations Manager role within a BPO environment.
• Proficiency in MS Office and Excel.
• Own vehicle preferred due to international hours.
• Must have experience (and flexibility) working international shifts from South Africa.

Key Responsibilities

1. Management of Call Centre Delivery

• Achieve and exceed business objectives, ensuring consistent delivery of all financial and operational KPIs.
• Lead, motivate, and guide multiple Team Leaders to drive operational excellence, employee engagement, and continuous service improvement.

2. Management of Quality and Compliance

• Review, analyse, and assess quality assurance and compliance audit results within the collections environment.
• Identify trends, risks, and areas for improvement.
• Develop, implement, and monitor corrective action plans to ensure adherence to regulatory, client, and internal standards.
• Drive client KPI performance across service levels, customer experience, quality, compliance, and collections outcomes.

3. Performance Management

• Manage employee performance against targets.
• Develop the operational talent pool by optimizing team capability and partnering with internal recruitment to attract top talent.
• Plan, organize, and control workforce delivery, including dialler efficiencies and WFM adherence.
• Foster a high‑productivity work environment through strong engagement, recognition, and performance consistency.
• Ensure consistent application of Level Up, AIP, and PIP processes.
• Manage internal and external stakeholders effectively.

4. Stakeholder Engagement

• Manage and strengthen operational client relationships.
• Lead operational review meetings and day‑to‑day liaison within key workstreams.

5. Reporting

• Analyse and report on operational performance and strategy execution clearly and concisely for various stakeholders.

Skills and Knowledge

• Senior‑level leadership with strong people management and communication skills in a collections contact‑centre environment.
• Proven BPO and contact centre experience with strong stakeholder and client management capabilities.
• Ability to translate collections and business strategy into operational execution.
• Responsible for client engagement, business continuity, and operational resilience within the collections function.
• Ability to build and maintain strong client relationships.
• Skilled in setting and reviewing quality and productivity performance standards aligned with commercial objectives.
• Strong ability to influence and manage key stakeholders.

Just let me know!

Requirements:

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 centre consistently meets and exceeds agreed input and output targets, compliance requirements, and service-level standards. Key responsibilities include driving operational performance, improving productivity, optimizing efficiencies, and delivering measurable business outcomes such as revenue growth, cost reduction, and continuous process improvements.

Experience and Qualifications (Mandatory Requirements)

• Grade 12 / Matric.
• Previous USA Debt Collections experience is mandatory.
• Must have a clear ITC/Credit record.
• Must have a clear criminal record.
  
• BPO Contact Centre experience, specifically within a collections environment.
• 2–5 years Contact Centre experience in a Team Leader role.
• 2–3 years Contact Centre experience in an Operations Manager role within a BPO environment.
• Proficiency in MS Office and Excel.
• Own vehicle preferred due to international hours.
• Must have experience (and flexibility) working international shifts from South Africa.

Key Responsibilities

1. Management of Call Centre Delivery

• Achieve and exceed business objectives, ensuring consistent delivery of all financial and operational KPIs.
• Lead, motivate, and guide multiple Team Leaders to drive operational excellence, employee engagement, and continuous service improvement.

2. Management of Quality and Compliance

• Review, analyse, and assess quality assurance and compliance audit results within the collections environment.
• Identify trends, risks, and areas for improvement.
• Develop, implement, and monitor corrective action plans to ensure adherence to regulatory, client, and internal standards.
• Drive client KPI performance across service levels, customer experience, quality, compliance, and collections outcomes.

3. Performance Management

• Manage employee performance against targets.
• Develop the operational talent pool by optimizing team capability and partnering with internal recruitment to attract top talent.
• Plan, organize, and control workforce delivery, including dialler efficiencies and WFM adherence.
• Foster a high‑productivity work environment through strong engagement, recognition, and performance consistency.
• Ensure consistent application of Level Up, AIP, and PIP processes.
• Manage internal and external stakeholders effectively.

4. Stakeholder Engagement

• Manage and strengthen operational client relationships.
• Lead operational review meetings and day‑to‑day liaison within key workstreams.

5. Reporting

• Analyse and report on operational performance and strategy execution clearly and concisely for various stakeholders.

Skills and Knowledge

• Senior‑level leadership with strong people management and communication skills in a collections contact‑centre environment.
• Proven BPO and contact centre experience with strong stakeholder and client management capabilities.
• Ability to translate collections and business strategy into operational execution.
• Responsible for client engagement, business continuity, and operational resilience within the collections function.
• Ability to build and maintain strong client relationships.
• Skilled in setting and reviewing quality and productivity performance standards aligned with commercial objectives.
• Strong ability to influence and manage key stakeholders.

Just let me know!

• Grade 12 / Matric.
• Previous USA Debt Collections experience is mandatory.
• Must have a clear ITC/Credit record.
• Must have a clear criminal record.
  
• BPO Contact Centre experience, specifically within a collections environment.
• 2–5 years Contact Centre experience in a Team Leader role.
• 2–3 years Contact Centre experience in an Operations Manager role within a BPO environment.
• Proficiency in MS Office and Excel.
• Own vehicle preferred due to international hours.
• Must have experience (and flexibility) working international shifts from South Africa.

• Achieve and exceed business objectives, ensuring consistent delivery of all financial and operational KPIs.
• Lead, motivate, and guide multiple Team Leaders to drive operational excellence, employee engagement, and continuous service improvement.

• Review, analyse, and assess quality assurance and compliance audit results within the collections environment.
• Identify trends, risks, and areas for improvement.
• Develop, implement, and monitor corrective action plans to ensure adherence to regulatory, client, and internal standards.
• Drive client KPI performance across service levels, customer experience, quality, compliance, and collections outcomes.

• Manage employee performance against targets.
• Develop the operational talent pool by optimizing team capability and partnering with internal recruitment to attract top talent.
• Plan, organize, and control workforce delivery, including dialler efficiencies and WFM adherence.
• Foster a high‑productivity work environment through strong engagement, recognition, and performance consistency.
• Ensure consistent application of Level Up, AIP, and PIP processes.
• Manage internal and external stakeholders effectively.

• Manage and strengthen operational client relationships.
• Lead operational review meetings and day‑to‑day liaison within key workstreams.

• Analyse and report on operational performance and strategy execution clearly and concisely for various stakeholders.

• Senior‑level leadership with strong people management and communication skills in a collections contact‑centre environment.
• Proven BPO and contact centre experience with strong stakeholder and client management capabilities.
• Ability to translate collections and business strategy into operational execution.
• Responsible for client engagement, business continuity, and operational resilience within the collections function.
• Ability to build and maintain strong client relationships.
• Skilled in setting and reviewing quality and productivity performance standards aligned with commercial objectives.
• Strong ability to influence and manage key stakeholders.