Collections Team Manager

About the company:Crediwise is growing microlending company focused on providing responsible, short-term credit solutions through a tech-driven, customer-first approach. We are committed to helping clients meet their financial obligations while building a sustainable collections model rooted in performance, support, and ethical practices. Role Overview:We are looking for a motivated and experienced Collections Team Manager to lead a high-performance team of Collections Agents. The successful candidate will be responsible for driving recovery rates, coaching and managing team members, and ensuring adherence to compliance and quality standards. Duties & ResponsibilitiesLead, support, and motivate a team of Collections Agents to meet daily, weekly, and monthly targets.Monitor and analyse team performance using KPIs (kept rate, PTP, recovery rate, QC scores).Conduct regular performance discussions and implement development plans.Ensure adherence to quality control guidelines, compliance, and call scripts.Resolve escalated queries and customer issues effectively.Collaborate with leadership on process improvements and recovery strategies.Deliver consistent coaching, feedback, and training to drive agent performance.Support system and policy enhancements for improved collections efficiency.Desired Experience & Qualification3–5 years experience in a high-volume call centre, with 2 years+ in a management or supervisory role.Proven success in debt collections, preferably in microlending / payday loans (≤6 months).Strong leadership and team development capabilities.Excellent communication, coaching, and problem-solving skills.In-depth understanding of:Debt recovery processesPOPIA (Protection of Personal Information Act)DebiCheck processes and protocolsPerformance management practicesBasic labour law principlesKnowledge of regulatory compliance relevant to collections and credit.Proficiency in Excel, call centre systems, and reporting tools.Target-driven and able to work well under pressure.Working HoursMonday to Friday: 8:00 AM – 5:00 PM or 10:00 AM – 7:00 PM (rotational shifts)Saturday: 8:00 AM – 1:00 PMWhat We OfferCompetitive basic salaryPerformance-based incentive structureOpportunities for growth and advancementSupportive and high-performance team cultureOngoing training and development