Collections Manager

Introduction

This is a senior, experienced-hire role, not a team leader or floor-supervisor position. The

Collections Manager owns the debt management strategy for Manatis arrears portfolio

and is accountable for the performance, compliance and conduct of the collections

function as a whole. The role directs recovery performance through the Collections

Assistant Manager(s) rather than day-to-day floor supervision, and requires a candidate

who has already run a collections or debt management function at this level. Recovery

activity must be effective, fair and fully compliant with the National Credit Act (NCA), the

Debt Collectors Act, POPIA and Manatis internal policies, balancing recovery performance

with process discipline, automation, and process improvement so that collections activity

protects both the business and the client relationship.

Duties & Responsibilities

Collections Delivery

• Design, own and continually refine the end-to-end debt management strategy for the

arrears portfolio, including segmentation, treatment paths, recovery channel mix and

monthly recovery targets.

• Monitor collection rates, roll rates and cure rates by bucket, and adjust tactics where

performance is off track.

• Oversee the escalation path from early arrears through to debt review, legal handover

and write-off recommendations.

• Approve payment arrangements and settlements within delegated authority limits.

Compliance and Process

• Ensure all collections activity is conducted in line with the NCA, the Debt Collectors Act

and POPIA, including consent, disclosure and record-keeping requirements.

• Maintain and continuously improve collections scripts, call standards and escalation

procedures.

• Run or coordinate quality assurance call audits and act on findings.

• Act as first point of escalation for collections-related complaints, working with the

Operations Director on any matters referred to the National Financial Ombud.

• Manage and monitor any external debt collectors or attorneys used for legal handover,

ensuring they are registered under the Debt Collectors Act and comply with Manatis

service and conduct standards.

Query Management

• Ensure client queries relating to accounts, balances, payment allocations and

collections activity are logged, tracked and resolved within agreed turnaround times.

• Maintain a central log of queries received, including via shared client-facing channels,

and monitor resolution status through to close-out.

• Distinguish queries from formal complaints, ensuring unresolved or escalated queries

are handled through Manatis complaints process where appropriate.

• Use query trends and root cause analysis to identify recurring issues and drive

improvements to collections communication, scripts and processes.

DebiCheck and Registered Mandate Management

• Oversee the collection of instalments via DebiCheck and Registered Mandate (RM)

debit order rails, ensuring mandates are authenticated, registered and processed in

line with PASA rules and participating bank cut-off requirements.

• Ensure debit order disputes are managed within the current regulatory dispute window

(60 calendar days across EFT, DebiCheck and Registered Mandate collections, effective

from April 2026), and that mandate records are accurately retained and readily

retrievable.

• Monitor the mix of DebiCheck, Registered Mandate and EFT collections across the

portfolio, and support migration to more secure mandate types where this reduces

dispute and reversal risk.

• Work with the banking and payments function to resolve DebiCheck and Registered

Mandate processing failures and unpaid runs, and to keep mandate data accurate and

up to date.

People Management

• Set, track and hold the Collections Assistant Manager(s) accountable for team and

individual KPI scorecards, with a clear emphasis on process and compliance metrics

alongside recovery numbers.

• Conduct regular one-on-ones, coaching and performance reviews with the Assistant

Manager(s), and provide senior oversight of how they manage agent-level

performance.

• Manage performance and conduct matters through to resolution, including disciplinary

processes where required, in line with the LRA and Manati policy.

• Identify capability gaps across the collections team and drive training and

development priorities, working through the Assistant Manager(s) for day-to-day

delivery.

Automation and Process Improvement

• Identify opportunities to automate repetitive collections activity, including dialler

campaigns, payment reminders and arrears escalation triggers, to improve efficiency

and reduce manual error.

• Drive continuous improvement of collections workflows, systems and tools, working

with IT and relevant vendors to scope, test and implement changes.

• Review collections processes on an ongoing basis to remove duplication and improve

turnaround times, without compromising compliance or fair treatment of clients.

• Champion the adoption of new collections technology and process changes within the

team, ensuring the Assistant Manager(s) and Agents are trained and supported

through implementation.

Reporting

• Provide accurate, timely collections reporting to the Operations Director, including

trends, risks and recommended interventions.

• Maintain visibility of portfolio risk and flag emerging issues before they affect recovery

targets.

• Ensure accurate and timely reporting of account and arrears status to credit bureaus

(including SACRRA) in line with the NCA and Manatis credit bureau data submission

standards.

KPI and Performance Metrics

Desired Experience & Qualification

Qualifications

• Relevant tertiary qualification in Finance, Credit Management, Business or a related

field (preferred).

• Credit Management or Debt Collection-related certification is an advantage.

Experience

• A minimum of 10 years' experience in a collections, credit control or debt management

environment, of which at least 5 years were at collections manager level, owning a

portfolio and strategy, not in a team leader or floor-supervisory capacity.

• Demonstrated track record of managing a debt management function through

subordinate managers, including strategy design, portfolio risk management and

oversight of legal recovery and external service providers.

• Working knowledge of the National Credit Act, the Debt Collectors Act and POPIA as

applied to collections activity.

• Experience managing performance and disciplinary processes within a South African

labour law framework.

• Experience managing debit order collections, including DebiCheck and/or Registered

Mandate (RM) processes, and handling related mandate queries and disputes.

Skills and Attributes

• Strong numerical and analytical ability, comfortable working with collections and

portfolio data.

• Clear, direct communicator who can hold both staff and clients accountable while

remaining professional.

• Sound judgement under pressure, particularly when balancing recovery targets

against compliance and fair treatment of clients.

• Proficient in Microsoft Office and collections or CRM systems.

• Working knowledge of DebiCheck and Registered Mandate (RM) debit order systems,

including PASA rules, mandate authentication and dispute handling processes.

Package & Remuneration

We are offering a competitive remuneration package designed to reward experience, qualifications, and performance. The role offers a strong basic salary, together with a separate commission structure and attractive on-target earning potential.

R30,000 – R40,000 basic per month , with a separate commission structure.

On-target earnings of R50,000 – R60,000 per month, depending on experience and qualifications.

Interested?

Please only apply if you meet the required criteria. Should you not receive a response within 4 weeks, please consider your application unsuccessful.

Thank you for your interest and for taking