Debt Collection Call Centre / Branch Manager

Purpose of the Role The purpose of this position is to lead, control and optimise the day-to-day operations of a high-volume debt collection call centre, managing approximately 40 call centre agents and team leaders. The successful candidate will be a seasoned debt-collection professional with strong operational, people-management and commercial capability, exceptional communication skills in both English and Afrikaans, and a proven ability to drive performance, compliance and results in a demanding collections environment. Key Responsibilities Include but Are Not Limited To Leading, managing and supervising a team of approximately 40 call centre agents and team leaders Providing firm, consistent and professional oversight of staff performance, conduct and productivity Managing daily call centre workflows and ensuring all collection, quality and compliance targets are met Implementing and enforcing strategies to improve recovery rates, productivity and debtor engagement Conducting performance reviews, coaching, mentoring and ongoing staff development Ensuring strict adherence to company policies, procedures, code of conduct and regulatory requirements Analysing operational data, call statistics and financial performance indicators to support informed decision-making Working closely with senior management to align operational execution with business objectives Overseeing branch and office management to ensure a professional, disciplined and efficient working environment Identifying operational inefficiencies and implementing best-practice debt-collection methodologies Assisting with recruitment, training and onboarding of new collection staff Managing escalations and resolving complex or sensitive debtor matters professionally and decisively Ensuring full compliance within the debt-recovery framework, client mandates and service-level standards C riteria Proven management experience within a Debt Collection or Financial Call Centre environment is mandatory Candidates without direct debt-recovery experience will not be considered Prior experience in legal debt collection or working alongside attorneys / law firms handling collections will be a strong advantage Demonstrated experience managing and supervising large teams in a structured, target-driven environment Fully bilingual in English and Afrikaans at a high professional level verbal and written (non-negotiable) Strong leadership presence with the ability to manage, motivate and enforce standards consistently Solid financial, operational and business acumen with the ability to interpret performance data Confident, professional and authoritative communicator at all organisational levels High levels of integrity, accountability, discipline and organisational ability Proficiency in MS Office and debt-collection / call centre / CRM systems This role is NOT suitable for junior candidates, general call centre managers, customer service managers, sales managers, or candidates without direct debt-collection leadership experience. Only applicants who have proven, hands-on experience managing debt collection operations, ideally within a financial services or legal collections environment, and who are fully bilingual in English and Afrikaans at a high professional level, will be considered. Applications that do not clearly demonstrate the above non-negotiable requirements will regrettably not be shortlisted. Remuneration and Hours of Work Market-related remuneration with commission structure On appointment membership to medical aid (Discovery) is compulsory (company contribution) Provident Fund contribution (Momentum) Normal business hours, Monday to Friday, with flexibility required depending on operational needs