Head of Collections

Reference: MLR 6711

Consultant: Michelle Le Roux


  • Implement Operational Collections Strategy initiatives
  • Provide input into operational collections strategies which is aligned with industry standards and the achievement of collections objectives
  • Implement and monitor operational Collections Strategies
  • Report on performance against set targets
  • Develop and constantly refine operational strategies to achieve collections targets
  • Monitor and update operational strategies and targets
  • Set daily, weekly and monthly operations targets in alignment with business strategies and in support overall Collections Strategy
  • Ensure that dialler strategies compliment the Risk collections strategies.
  • Provide input into Technology capability. Align on strategy and approach to system driven initiatives to improve systems and controls, with view to improving Collections yield.
  • Collections Operations
  • Measure and monitor Collections performance.
  • Set clear performance objectives for the Collections Departments ensuring that targets are achieved.
  • Align communication strategies with operational objectives.
  • Daily, weekly and monthly tracking of relevant performance metrics.
  • Optimise collections structure, departmental processes, systems and tools.
  • Improve NPL’s and Bad Debt performances are minimized within set targets.
  • Measurement and reporting on Collections results
  • Monitor and measure collections performance and dialler performance.
  • Daily, weekly and monthly tracking of relevant performance metrics.
  • Review collections reports to ascertain status of collections and outstanding balances.
  • Report on all Collections results and the disposition of other significant collection efforts each month.
  • Collaborate and consult with BI Analysts to develop monitoring and reporting templates/dashboards to monitor and report on collections performance.
  • Financial Management
  • Responsible for all expenses and Capex budgets related to Collections.
  • Identification, reporting and monitoring of risk in the collections function and throughout the business.
  • Identification, reporting of and monitoring of risk in Collections.
  • Leadership & People Management
  • Define a Leadership and Conduct standard against which our performance culture can be optimised.
  • Lead and direct Collections performance targets in support of the business objectives.
  • Conduct regular management meetings to ensure a high standard of communication, teamwork, integration, motivation, training and productivity.
  • Engage, coach and develop direct reports.
  • Maintain a department structure and capacity (knowledge and skill) sufficient to meet operational targets in the short, medium and long term.
  • Build and maintain an engaged workforce, who ensure customers are increasingly satisfied with their Tenacity interactions and employees are motivated, empowered and skilled to deliver efficient service.
  • Ensure safe and healthy work environment for all employees within Collections Operations.
  • Identify high potential staff and actively support their training and development.
  • Implement and maintain the Performance management policy and procedure.
  • Maintain discipline in Collections in accordance with policies and procedures.
  • Reward and recognise behavior that supports the Tenacity culture and values.


  • Grade 12 with a Degree in Business Management and/or related discipline
  • 8 years’ experience within a Collections Operations environment of which at least 5 years should be in a Senior Management role
  • Experience within a Contact Centre environment is required
  • Experience within a Financial Services and/or retail credit environment
  • Experience in the operational management of an inbound and outbound call centre

How to Apply:

  • Email your comprehensive CV to exceedhr@exceed.co.za.
  • If you are already registered, please forward your CV and the relevant reference number to the consultant with whom you are currently registered to avoid duplicity on our system.
  • We reserve the right to only conduct interviews with candidates of choice.
  • Applicants who have not received feedback within 30 days from the closing date must please accept their application as unsuccessful.

To apply for this job email your details to exceedhr@exceed.co.za