{"id":2860988,"url":"https://alion.io/job/icontact-bpo-debt-collections-manager","title":"Debt Collections Manager","company":{"id":177340,"name":"iContact BPO","domain":"icontactbpo.com","url":"https://alion.io/company/icontact-bpo","size_band":null,"is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Manatal","truth_index":null},"role":"Finance","role_family":"Finance","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-19T16:15:58Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-20T07:48:01Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Are you a strong, results-driven leader with a passion for driving performance and developing high-performing teams? We are looking for an experienced Collections Manager to lead our international collections campaign and drive operational excellence.\nThe successful candidate will be responsible for overseeing collections operations, improving debt recovery performance, managing team productivity and ensuring that all activities meet client expectations, quality standards and compliance requirements.\nKey Responsibilities\nLead, manage and motivate collections teams to achieve daily, weekly and monthly collection targets.\nDrive debt recovery performance by implementing effective collection strategies and improving account resolution rates.\nMonitor team performance, KPIs and operational reports, identifying performance gaps and implementing corrective action plans.\nCoach, mentor and develop Team Leaders and Collections Agents to improve productivity, negotiation skills and overall performance.\nEnsure adherence to quality assurance standards, client requirements and applicable debt collection regulations.\nOversee escalated accounts, customer disputes and complaints, ensuring professional and timely resolution.\nAnalyse collection trends and performance data to identify opportunities for improvement.\nMaintain strong relationships with clients and internal stakeholders, providing regular updates on campaign performance.\nEnsure accurate reporting, system updates and compliance with data protection and confidentiality requirements.\nPromote a culture of accountability, professionalism, continuous improvement and results-driven performance.\nMinimum Requirements\nGrade 12 / Matric or an equivalent qualification.\nAt least 4 years of leadership experience, preferably within a collections or BPO environment.\nProven experience in debt collections, debt recovery or a related financial services environment.\nDemonstrated ability to manage teams against strict targets and performance-based KPIs.\nStrong understanding of collections processes, payment negotiations and performance management.\nExcellent verbal and written communication skills in English.\nStrong analytical, reporting, problem-solving and decision-making abilities.\nProficiency in computer systems and the ability to navigate multiple platforms.\nExperience with Einstein and CSG will be advantageous.\nSkills and Competencies\nStrong leadership, coaching and people management skills.\nExcellent negotiation, conflict resolution and objection-handling abilities.\nStrong client relationship and stakeholder management skills.\nResults-oriented mindset with a focus on productivity and debt recovery.\nAbility to work under pressure in a fast-paced, target-driven environment.\nHigh levels of integrity, accountability and professionalism.\nIf you are an experienced leader who can inspire teams, improve collections performance and deliver measurable results, we want to hear from 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