Operations Manager (Collections)

Our client in the Collections industry is seeking an experienced Operations Manager, 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. Requirements · 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