Head of Collections

About the role

Our client, a leading credit and payments business, is seeking a Head of Collections to drive a modern, data‑led collections function. Reporting to senior leadership, you will shape strategy, oversee multi‑channel operations and ensure regulatory compliance while delivering strong cash recovery.

Key responsibilities

• Develop and implement a customer‑centric collections strategy aligned with business growth.
• Lead end‑to‑end collections across all channels, including contact‑centre, digital and self‑service.
• Monitor and improve performance metrics such as yield, roll‑rate, productivity and cost‑to‑collect.
• Utilise data segmentation and predictive analytics to optimise recovery approaches.
• Drive digital transformation projects, including automation and omnichannel engagement.
• Manage budgets, forecasts, arrears, write‑offs and associated financial risks.
• Build, coach and retain a high‑performing collections team.
• Ensure compliance with NCA, POPIA and Labour Law and maintain relationships with regulators and external partners.

Required profile

• Relevant tertiary qualification, preferably in Commerce, Business Management or related field.
• Up to 10 years of operations experience, with at least 5 years in senior collections leadership.
• Proven track record managing large‑scale collections, ideally in a contact‑centre environment.
• Strong financial management, analytics and performance optimisation background.
• Experience leading digital transformation or automation initiatives.
• Excellent leadership, stakeholder management and communication abilities.

Required skills