Credit Operations Manager 2IC (Pretoria) at Truworths

Job Description    

• To ensure company delinquency targets are achieved and bad debt minimized.
• To ensure continuous operational performance of a collections department committed to operational excellence and promoting best use of systems/technology.
• To ensure quality assessment standards are maintained and compliance with appropriate policies and procedures.
• To implement strategies under the direction of the Director Collections that minimize customer arrears, and maximize account collections where balances are at risk or in arrears.
• To promote a values driven environment committed to the development of call center staff.
• Key Responsibilities    
• To assist in managing the day to day operations of the +- 200 Collections staff members based in the Pretoria Call Centre (early stage outbound and inbound), ensuring processes and procedures are followed.
• Manage core collection activities within the collections department to ensure all duties are carried out effectively and targets are met.
• To ensure all staff understand and practice the established collections processes.
• To pro-actively manage the development of the collection team, ensuring relevant training and support is provided to maximise individual and departmental performance, creating opportunities that facilitate succession planning.
• Monitor absence, late coming and attrition rates and where required take proactive steps to ensure department targets are maintained/exceeded.
• To prepare and deliver annual performance development plans for Collection Supervisors within the reporting line.
• To analyse portfolio and operational performance in conjunction with other managers within the company to identify areas of improvement under the direction of the Director Collections.
• To liaise with other Managers within the department/company, to maximise efficiency, enhance collection performance and minimise bad debt exposure.
• On an ongoing basis, assessing the effectiveness of the existing collection processes and procedures and recommending changes as appropriate to the Director Collections.
• Keeping up to date with new technology and legislation changes, taking advantage of any changes to maximise collection performance.
• To carry out any other duties as specified from time to time in accordance with the company’s business objectives.
• Problem solving with a large team aimed at maintaining a motivated and performing work force.
• Recruitment and selection of staff who meet the business required competencies and values.
• Drive both the Technical and Soft Skills training of the Collections Team.
• Performance Management and IR ensuring compliance with all company policies and procedures and aligned with the company values.
• Promptly identify and communicate concerns to the relevant Dialler support teams
• Troubleshoot on the Collections strategy, proposing new ideas and formats aimed at driving collections performance.

Qualifications and Experience    

• Matric qualification.
• Will have a minimum of 5-7 years knowledge and experience as an operational Collections Manager.
• Will have a minimum of 7 years collection industry knowledge and experience, with proven ability to achieve or exceed the targets set.
• Ideally, will have experience in the roles of Collections Agent and Collections Supervisor, learning from the ground up.
• Will have an in-depth knowledge of collection techniques.
• Will have extensive experience of managing the activities of collection operations, ensuring appropriate planning and prioritization of activities with sufficient resources to achieve the Company objectives that have been set.
• Will have proven ability in handling objections from staff and customers and also be an excellent problem solver.
• Will have proven knowledge and experience of managing, appraising, training, coaching and developing staff within a collection operation.
• Will have proven ability to implement change in a positive and enthusiastic manner, to facilitate operational success of any initiatives implemented.
• Will have proven ability to analyze management reporting recommending alternative courses of action to the Director Collections to improve the efficiency and/or effectiveness of the collection operation to maximize collection performance.
• Receptive to the TRUWORTHS values and culture, self-driven, performance orientated with the ambition to take over as Manager Credit Operations when the existing manager retires.

Competencies    

• Effective time management skills
• Attention to detail and a good deal of accuracy
• The ability to be pro-active and constantly seek a better way of doing things
• Ability to work under pressure in a team as well as independently
• The ability to gain insights from reporting and converting it to operational actions
• Good analytical and numerical skills
• Strong team management skills

Deadline:7th November,2025