Outsource Portfolio Manager (EDC)

Introduction

Nutun is seeking an experienced Outsource Portfolio Manager to provide administrative, Operational and Analytical support to External Debt Collections (EDC).

1. Vendor Oversight

• To provide administrative, operational, and analytical support to the EDC (External Debt Collections), Soft Tracing, and External Legal Practitioner (ELP) portfolios

• Efficient coordination between internal teams, external partners, and management to optimise performance, compliance, and recovery outcomes.

2. Performance Management

• Conduct weekly status and performance engagements with vendors

• Analyze trends and data to identify underperformance early and adjust interventions accordingly.

3. Relationship & Contract Management

• Maintain strong working relationships with all partners.

• Manage SLAs, fees, and commissions in line with business objectives.

• Ensure EDCs operate in accordance with contractual and service expectations.

4. Risk, Compliance & Governance

• Ensure adherence to the National Credit Act, Debt Collectors Act, POPIA, and other applicable legislation.

• Conduct compliance audits, assess risk exposure, and implement corrective action as needed.

• Champion responsible collection practices and ensure consumer protection principles are upheld.

5. Reporting & Insights

• Deliver regular reporting on performance to Outsource Recovery Manager.

• Provide insights into top performing vendors on the panel

• Recommend book rotation, agency exit/replacement, and legal escalations as required.

6. Stakeholder Management

• Liaise with internal teams (Legal, Risk, Compliance, IT, Finance) to enable smooth collections execution.

Duties & Responsibilities

Portfolio & Partner Management

• SLA adherence (turnaround times, query resolution and reporting).

• Allocate accounts to partners based on strategy, capacity, and performance.

• Management of the portfolio balancing process, which includes reconciliation and movement of accounts.

• Management and validation of invoices received.

Performance Monitoring & Reporting

• Timeous management of the Query process and escalations.

• Ensure external reports are received and processed on inhouse systems.

• Timely and accurate reporting of EDC, tracing, and ELP metrics internally

Compliance & Risk Management

• Ensure all outsourced collections are compliant with:

• National Credit Act (NCA)

• Debt Collectors Act o Protection of Personal Information Act (POPIA)

• Consumer Protection Act

• Legal rules, precedents and the like, particularly, In-Duplum rules and Prescription rules.

• Conduct regular audits of vendor processes, call scripts, DCA fees and documentation.

• Escalate and resolve any instances of non-compliance or reputational risk.

• Ensure SLA adherence

Strategy & Process Improvement

• Develop and implement strategies to support recovery.

• Drive continuous improvement in processes, technology use, and partner efficiency.

• Collaborate with internal legal, finance, and operations teams to optimise collection flow.

• Reduction in turnaround times for escalations and approvals

• Improved vendor performance tracking and data integrity.

Desired Experience & Qualification

Essential

• Matric (Grade 12) essential.

• Diploma or Degree in Business Management, Finance, or related field advantageous.

• Experience working with debt collection agencies.

Preferred

• Knowledge of EDC, tracing, and legal recovery processes

• 2–3 years’ experience in collections administration, legal support, or vendor management