Job Ref #: MVIA_17
Industry: Insurance
Job Type: Permanent
Positions Available: 1

Job Description

The Collections Manager is accountable for the overall performance, strategy, and compliance of the collections function. The role is responsible for the end-to-end collections portfolio, setting targets and developing effective collection strategies, while directly leading and developing the collections team. The role also ensures that customers are treated fairly and that all collection activities are conducted in accordance with applicable legislation, regulatory requirements, and company policies. The ideal candidate is a strategic, results-driven leader who builds high-performing teams, makes sound data-based decisions, understands the commercial side of collections, and acts with integrity when dealing with customers and stakeholders.

Key Responsibilities:

• Set and achieve monthly, quarterly and annual recovery, cash flow and arrears targets in line with business objectives.
• Directly lead, coach and motivate collections agents, allocating portfolios and workloads to optimise productivity.
• Set individual performance scorecards, conduct regular performance reviews, and manage performance and disciplinary matters.
• Manage recruitment, workforce planning, training and development for the collections team in partnership with People & Talent.
• Manage the collections department, including headcount, systems, dialler operations, cost-to-collect and third-party costs.
• Analyse portfolio and operational data to identify trends, risks and opportunities, translating insights into actionable plans.
• Prepare and present monthly and ad hoc performance reports, forecasts and variance explanations to senior management.
• Oversee dialler strategy, campaign management and productivity reporting.
• Ensure all collection activities comply with the National Credit Act, Debt Collectors Act, POPIA, Consumer Protection Act and any other applicable legislation.
• Develop, maintain and enforce departmental policies, procedures and scripts.
• Implement quality assurance and call-monitoring frameworks, and address audit and QA findings.
• Identify and mitigate operational risks, and resolve escalated complaints and disputes.
• Lead process improvement, automation and digital collections initiatives.
• Evaluate and implement collections systems and technology enhancements.
• Represent the collections function in management forums and engage with relevant stakeholders.

Job Requirements

• Matric / Grade 12 (Essential).
• Relevant tertiary qualification in Credit Management, Business Management or a related field (NQF Level 6 or higher).
• Degree or postgraduate qualification in a related field (Advantageous).
• 5–7 years’ experience in collections or credit management, including at least 3 years in a management role.
• Proven track record of setting and achieving collections targets across multiple portfolios.
• Experience in workforce planning and senior management reporting.
• Experience with collections systems, dialler technology and advanced Excel / BI reporting tools.
• Sound understanding of collections processes, debt review and credit risk principles.
• Knowledge of the National Credit Act, Debt Collectors Act, POPIA, Consumer Protection Act and other relevant legislation.
• Working knowledge of South African labour legislation and people management practices.

At MVIA, you will have the opportunity to lead a key business function with a high degree of autonomy and accountability. This role will enable you to shape and drive the collections strategy, build and develop a high-performing team, and contribute to the organisation’s operational performance. We are committed to professional growth, ethical business practices and recognising excellence, while creating an environment where individuals are empowered to make a meaningful impact.