Senior Collections Coach - Bloemfontein

About the role

Old Mutual is hiring a Senior Collections Coach in Bloemfontein, Free State. The role improves collections performance across the region through coaching, mentoring and performance analysis, supporting consultants in executing collection strategies, recovering outstanding debt and managing delinquent accounts in line with company policies and legal compliance.

Key responsibilities

• Coach, mentor and develop branch teams during branch visits and remote sessions to improve collections outcomes, productivity, customer engagement and portfolio performance.
• Monitor and analyse collections KPIs such as arrangements, productivity, account action rates, recovery arrangements and campaign performance, and implement targeted improvement plans.
• Manage focus-account and focus-branch interventions through reporting, escalation and stakeholder engagement, and produce operational and performance reports.
• Hold accountability forums with branch and regional leadership and support special collections campaigns and initiatives.
• Contribute to fraud or financial crime investigations by gathering and analysing evidence and recommending further action to the lead investigator.
• Monitor team use of the CRM system, resolve standard issues and escalate others to a senior manager.
• Identify non-compliance with policies and regulatory codes through coaching, quality assessments and call reviews, and report escalations.
• Track risk parameters, report deviations, and act as first-line supervisor of a customer service team, helping meet productivity and turnaround targets.

Required profile

• Matric / Grade 12 (essential); a business-related tertiary qualification is advantageous.
• 3 to 5 years of experience in collections, with proven experience managing or coaching collections teams.
• Track record of achieving collections and delinquency targets, and experience with different customer segments and collection strategies.
• Own transport and a driver's licence are non-negotiable.

Required skills

• Strong understanding of collections processes, credit risk management, dispute management, payment arrangements and debt recovery strategies.
• Proficiency in Microsoft Excel, Teams and reporting tools; experience using collections systems.
• Gap analysis, data interpretation, oral communication and report review.