Collections Operations Manager

Location: Woodstock, Cape Town
Reporting To: Operations Executive

At Nimble Credit Solutions, we’re committed to fostering a dynamic and supportive environment where employees can thrive. We are driven by values that shape everything we do. We believe in making a positive impact, getting things done, finding better ways, and always doing the right thing.

Why Join Us?

Growth That Matters: We’re serious about internal development. If you’ve got the passion and potential, we’ll support your path forward.

Performance-Based Rewards: Base salary plus commission linked to your team’s performance. Your leadership directly contributes to your earning potential.

A Culture That Cares: Our values aren’t just words on the wall. We back each other, celebrate success, and learn from every challenge.

Job Purpose:

To lead, motivate and develop the Team Managers and Agents, taking responsibility for their development and maximising the productivity, compliance to legal and contractual obligations (SLA’s) and effectiveness of the area with the goal to maximise the net recoveries. To manage portfolios as assigned, as well as the relationship between Operations and the respective Client Executive and the Client itself. To ensure books assigned are worked optimally and that targets as set out, are achieved.

Key Responsibilities:

Under the management /direction of the Operations Executive, the Operations Manager will have the following responsibilities (including but not limited to):

• Meet or exceed Internal Collections Key Performance Indicators through effective management of People, Processes, and Technology within operating budget
• Execute and take ownership of collections strategies / Book management
• Daily portfolio analysis, identification and execution of relevant campaigns to maximise collections
• Design and execute operational tactics
• Ensure that resources are adequately trained, developed and supported
• Active management of Team Managers to ensure consistence agent performance management compliance
• Responsible for maintaining key strategic relationships with the Executives, Senior Managers, and support staff
• Deploy continuous process improvement to enhance the efficiency and effectiveness of existing resources
• Ensure the Collections Call Centre is delivering according to operational plans and goals, within the operating budget
• Ensure Call Centre productivity is optimized through hands-on management of the team and introduction of best practices
• Administrative processes are implemented to enable smooth running of the department
• Monitoring and performance management of daily production
• Strategic and best practice thought leadership within the Collections Call Centre to enhance operational competencies
• Compile and produce relevant reporting and analysis in order to maximize results
• Ensure staff are led and managed optimally and Performance Management applied consistently
• Coach and mentor staff in line with the Nimble Credit Solutions Values
• Client interaction from time to time pertaining to portfolio performance, etc

Minimum Requirements:

• Minimum 5 years in a management position
• Management reporting experience advantageous
• Client Liaison at management level experience advantageous
• Experience in the Credit & Collections industry advantageous
• Exposure to handling of challenging operational issues in a collection’s environment
• Experience in managing teams in excess of 50 staff
• Experience in strategy design and execution
• Dialer experience
• Mid to high level computer literacy & efficiency

Key Competencies:

✔ Ability to think creatively & innovatively within area of accountability

✔ Ability to solve problems and be solution orientated

✔ Ability to think & act systemically & strategically

✔ Self-monitoring, personal management & self-discipline

✔ Learning agility & adaptability

✔ Patience, endurance & tenacity

✔ Business acumen

✔ Sense of personal accountability & internal locus of control.

✔ Leverage Risks and Opportunities

✔ Drive for Results

✔ Cultivating Productive Relationships

✔ Excellent verbal, written and facilitation communication skills

✔ Capacity to collaborate, integrate & facilitate teamwork

✔ Ability to work under pressure

✔ Planning, scheduling and organizing skills

Remuneration & Benefits:

• Competitive Salary
• Performance based Incentives
• Comprehensive Benefits Package, at the full cost to the Employer, including Funeral Cover, Group Life Cover and Disability Cover:
• Paid Maternity Leave
• Paid Birthday Leave
• WIFI access

• Working Hours:

Monday – Friday

• Up to 9 hours/day (when not working Saturday)
• Up to 8 hours/day (when working Saturday)
• Shifted between 07:00 – 20:30, as agreed with management

Saturdays

• Maximum of 2 Saturdays per month
• Shifted between 08:00 – 14:00, as agreed with management

This appointment will be made in line with the Company’s Employment Equity Plan