{"id":1806159,"url":"https://alion.io/job/core-collections-manager","title":"Collections Manager","company":{"id":3880289,"name":"Core","domain":"core.co.za","url":"https://alion.io/company/core-14","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Simplify","truth_index":{"grade":"B","score":75,"open_postings":11,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-08T05:49:30Z"}},"role":"Finance","role_family":"Finance","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sandton, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":23000,"max_usd":44000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":39},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-09-23T00:00:00Z","employer_posted_date":"2026-10-03","last_verified_at":"2026-10-09T03:24:29Z","board_verified":true,"closed_at":null,"days_open":16,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":16},"description":"iStore Finance is looking for an experienced Collections Manager to lead our collections operation and drive effective recovery across the arrears portfolio.\nThe role is responsible for the end-to-end collections and payments management function, covering early-, mid- and late-stage delinquency. You will lead the internal collections team while also managing the performance of external debt collection partners.\nAs a key operational link between Collections, Credit Risk, Finance, Customer Experience, Compliance and IT, you will use data and performance insights to improve recovery strategies, identify trends and drive operational efficiencies.\nThe successful candidate will balance strong recovery performance with a fair, compliant and customer-focused approach to collections.\nKey responsibilities\nTeam leadership & people management\nLead, coach and performance-manage the internal Collections team.\nSet clear daily, weekly and monthly recovery, productivity and quality targets.\nConduct regular one-on-ones, coaching sessions and call/interaction quality reviews.\nDevelop collector capability and drive a high-performance, compliant collections culture.\nRecognise strong performance and address performance gaps through appropriate coaching and corrective action.\nSupport succession planning and the ongoing development of team members.\nManage rostering, leave and workforce planning to ensure adequate operational coverage.\nArrears collections & payments management\nOwn the full arrears collections lifecycle across early-, mid- and late-stage delinquency.\nManage collections activity across inbound, outbound and digital channels.\nOversee payment arrangements, promise-to-pay (PTP) processes and payment plan compliance.\nEnsure collection strategies are applied in line with policy and affordability requirements.\nMonitor individual collector and overall portfolio performance and take corrective action where required.\nEnsure accurate and timely account updates, collection dispositions and payment processing across relevant systems.\nIdentify opportunities to improve recovery rates, payment behaviour and collections effectiveness.\nExternal debt collection agency management\nManage relationships with external and third-party debt collection agencies.\nMonitor agency performance against agreed SLAs, recovery targets and compliance requirements.\nIdentify and address agency underperformance and escalate issues where appropriate.\nOversee the placement and recall of accounts between internal Collections and external agencies.\nEnsure accurate account handovers, reporting and reconciliation between iStore Finance and external partners.\nParticipate in regular agency performance reviews.\nSupport the onboarding, renewal and offboarding of external collections partners.\nStakeholder management\nAct as the primary link between Collections and internal functions including Finance, Credit Risk, Legal/Compliance, IT and Customer Experience.\nCollaborate with Credit and Risk teams on portfolio segmentation, collection strategies and strategy adjustments.\nShare collector, campaign and portfolio insights with the Senior Operations Manager.\nWork with internal stakeholders to resolve operational issues affecting collections performance.\nBuild effective working relationships with external collections partners and ensure alignment with iStore Finance requirements.\nSystems, MI & reporting\nOperate confidently across collections systems, diallers and CRM/case management platforms.\nAct as a super-user and point of support for the Collections team.\nProduce accurate daily, weekly and monthly MI covering collections performance, portfolio recovery, agency performance and team scorecards.\nUse reporting and data to identify trends, root causes and opportunities for improvement.\nIdentify system and data issues affecting collections performance and work with IT/digital teams to resolve them.\nUse MI to support evidence-based collection strategies and operational decision-making.\nCustomer experience, queries & complaints\nTake ownership of escalated customer queries, disputes and complaints arising from collections activity.\nEnsure customer concerns are resolved fairly, professionally and within agreed turnaround times.\nMonitor query and complaint trends to identify recurring issues and root causes.\nDrive corrective action within the internal team or with external collection agencies where required.\nEnsure all collections interactions are conducted professionally and consistently with customer experience standards.\nMonitor complaint resolution turnaround times and report on customer experience outcomes.\nRisk, compliance & quality assurance\nEnsure all internal and external collections activity complies with applicable legislation, including the National Credit Act (NCA), POPIA and Debt Collectors Act.\nConduct and/or oversee quality assurance reviews of collector interactions.\nEnsure accurate records and documentation are maintained across the collections operation.\nIdentify and escalate potential compliance, conduct or reputational risks.\nEnsure external collection agencies operate in accordance with agreed compliance and service requirements.\nPromote a culture of responsible, fair and compliant collections.\nRequired\n5-8 years' experience in collections, credit or a related operational environment.\n2-3 years' experience managing a team of collectors.\nProven experience managing or working closely with external or third-party debt collection agencies.\nStrong knowledge of collections systems, diallers and CRM/case management platforms.\nStrong MI and reporting capability, with advanced Excel skills.\nSound understanding of the South African credit and collections regulatory environment, particularly the NCA, POPIA and Debt Collectors Act.\nA Bachelor's degree in Business, Finance or a related field will be advantageous, but is not essential.\nAdvantageous\nExperience with digitally enabled collections platforms and diallers.\nExperience managing digital and self-service collections channels.\nExperience managing multiple external debt collection agency relationships.\nExperience within consumer lending, retail finance or financial services.\nWe are looking for someone who demonstrates:\nStrong people leadership, coaching and performance management capability.\nA strong understanding of collections performance and recovery strategies.\nAnalytical and MI-driven decision-making.\nStrong stakeholder management across internal teams and external partners.\nA customer-focused approach to query and complaint resolution.\nConfidence working across multiple technology systems and platforms.\nHigh levels of integrity, accountability and compliance awareness.\nClear and confident communication with customers, teams, stakeholders and external partners.\nThe ability to balance commercial recovery objectives with fair and responsible customer outcomes.\nWorking conditions\nBased at 1 Sandton Drive, Johannesburg.\nStandard office hours, with flexibility required to respond to urgent arrears and recovery escalations and month-end collections cycles.\nRegular collaboration with Credit Risk, Customer Support, Finance and IT/Systems teams.\nOngoing engagement and performance management of external debt collection agencies.","description_format":"text","description_chars":7252,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-03T19:17:49Z"}],"visa":[],"liveness":{"score":49,"band":"ok","label":"Likely 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