Collections and Recovery Portfolio Manager

Financial accountability

Maximise after cost collections on portfolio through proactive, strategic, and operational oversight across the full credit lifecycle.

Responsibilities

Collections Policy

Develop and maintain the collections policy in alignment with current best practices and strategic thinking.

Management of Collection Strategies

Oversee the design, continuous improvement, monitoring, and reporting of collection strategies, with the following objectives:

Proactively prevent default among paying customers by identifying and engaging those at risk of default.

Minimize the roll-forward of early defaulters through targeted intervention.

Maximize activation of Non-Performing Loans (NPL) and write-off accounts (NPLWO) to optimize NPL net yield.

Ensure timely and consistent allocation of accounts to appropriate collections channels including OBCC Servicing and Activations, Cybertrac, and EDC, aligned with receipting and activation targets.

Performance Monitoring of Operational Channels

Oversee performance across operational channels including Call Centres (CC), Digital Collections, External Debt Collectors (EDCs), and Cybertrac

Establish targets and service level agreements (SLAs) for each channel.

Develop and maintain performance monitoring reports to track delivery against these targets and SLAs.

Monitor stock rotation and aging accounts to ensure operational momentum and compliance with strategy timelines.

Collaboration with Operational Channels for Segmented Treatments

Facilitate weekly performance reviews with Operational Leads, including performance vs targets, activation counts, and receipting trends.

Work closely with operational teams to define tailored treatment strategies based on customer segmentation:

Design digital communication campaigns across SMS, WhatsApp, email, and customer journey flows.

Create customized scripts and AI prompts for use in the contact centre.

Settlement Offer Management

Manage all customer settlement initiatives, including both structured and ad-hoc offers:

Own and maintain the deals matrix that guides settlement offers on NPL-WO accounts.

Define maximum allowable settlement mandates.

Approve customer-initiated settlement offers within delegated authority.

Regulatory and Policy Compliance

Ensure that all collection activities adhere to applicable laws, regulations, and internal company policies.

Contract Management

Ensure all contracts are correctly classified under relevant operational statuses and campaign structures.

Execute write-offs as appropriate.

3Provide ad-hoc reporting support as required.

Reporting and Monitoring

Compile and present regular performance reports, including weekly CC performance reviews and monthly Manco pack.

Investigate variances in monthly performance and provide recommendations for corrective action.

Requirements

Bachelor’s degree in finance, Economics, Business Administration, Statistics, or a related field.

Proven experience in debt collections, financial analysis, or a similar role within the financial services industry.

Proficiency in data analysis tools and software such as Excel, SQL

Skills and behaviours

Excellent problem solver

Creative thinker

Attention to detail

Self-motivated

Good verbal and written communication

Ability to work independently