Overview
Head of Collections Shared Services Jobs in Sandton, Gauteng, South Africa at DJ&R CONSULTING ( NSSE HOLDINGS)
Title: Head of Collections Shared Services
Company: DJ&R CONSULTING ( NSSE HOLDINGS)
Location: Sandton, Gauteng, South Africa
This role we looking for a individual with strong collections back ground and sound knowledge in Legal recoveries.
Have the ability to Head the department and Manage, call centre manager's and Team Leaders for both day shift and night shift operations.
Required Minimum Education
- Grade 12
- Bachelor’s Degree in Business / Operations / Finance or related field (advantageous)
- Proficient in Microsoft Office and operational systems (Cheetah, Dialer tools, workforce etc.)
Required Minimum Work Experience
- Minimum 10 years’ experience in Collections / Call Centre / Financial Services.
- Minimum 5 – 7 years in management.
- 2–5 years at senior manager level.
- Exposure to omni-channel, digital engagement, and AI-enabled operations, Trace is advantageous.
- Strong commercial understanding of book buying and strategic buys preferred.
Technical Competencies
- Strong understanding of best-practice unsecured/Sold debt collections.
- Deep experience in call centre operations (Inbound/ Outbound/ Trace Workflows/Omni/Voice/Non Voice).
- Knowledge of dialer optimization, segmentation, tracing, QA and workforce management.
- Ability to analyse operational data and convert insights into action.
- Strong commercial acumen.
- Basic machine learning (AI) understanding
Key role deliverables:
- Lead Shared Services teams to support and enable Principal Collections' revenue delivery.
- Translate strategy into actionable plans with defined deliverables, timelines and KPIs.
- Ensure operational readiness for new books, strategic buys and project launches.
- Drive daily, weekly and monthly performance management across functions.
- Oversee dialer utilisation, workforce management, inbound support and general collections processes.
- Build high-performance teams through effective hiring, coaching, retention and talent development.
- Identify top talent (“clones”) and successors for critical leadership roles.
- Set clear KPAs for Team Managers, Lead Agents and Specialists.
- Drive performance culture, accountability and behavioral alignment.
- Ensure training, competency development and upskilling of all staff within the functions.
- Monitor daily revenue, RPC, PTP, kept rate, settlements, agent productivity and operational KPIs.
- Analyse trends and provide actionable insights to the Executive and senior leadership.
- Ensure clear reporting, dashboards, and visibility of Shared Services performance.
- Engage internal stakeholders, ensuring trust and strategic alignment.
- Manage escalations, solve complex operational challenges and present updates to Executive level.
- Align Shared Services and Principal Collections outcomes with overall strategic financial objectives.
- Identify risks early and implement rapid corrective actions
Send all Cv's to