Debt Collector Manager

We are looking for an experienced and results-driven External Debt Collector (EDC) Manager to lead and optimise our external collections environment. This role is responsible for managing outsourced debt collection agencies, driving performance, ensuring regulatory compliance, and improving recoveries across the portfolio.

• Manage and optimise the performance of external debt collection agencies (EDCs).
• Drive collections strategy execution, portfolio allocation, and recovery performance.
• Monitor key KPIs including yield, promise-kept rates, cost-to-collect, compliance, and SLA adherence.
• Ensure compliance with NCA, POPIA, FICA, Debt Collectors Act, and internal governance standards.
• Build and maintain strong relationships with agencies, internal stakeholders, and operational teams.
• Lead operational oversight including reconciliations, reporting, data delivery, and process improvements.
• Conduct performance reviews, site visits, and quarterly business reviews with agencies.

• 10+ years’ experience in debt collection, collections operations, or vendor management.
• Strong understanding of collections operations, agency management, and collections KPIs.
• Experience managing SLAs, agency performance, and operational governance.
• Strong leadership, analytical, negotiation, and stakeholder management skills.
• Knowledge of NCA, POPIA, FICA, and Debt Collectors Act requirements.
• Registration with the Council for Debt Collectors will be advantageous.

• Work From Home (WFH)
• Travel required for vendor onsite visits and team events.