Collections Lead

SUMMARY:
Collections Lead

POSITION INFO:

Are you one of us?

We’re looking for a Collections Lead, Collections & Payments

Key Responsibilities

• Lead operational engagement with debt collection agencies (DCAs), the debt buyer, and relevant PSP and loan management system partners.
• Monitor daily DCA productivity and recovery performance; identify gaps, challenge results, and track corrective action plans.
• Facilitate DCA operational performance meetings, ensuring partner commitments and service-level agreements are met.
• Complete weekly and monthly reconciliations for DCAs and debt buyers, including payovers, commissions, invoices, accruals and exceptions.
• Manage complex partner and customer escalations by coordinating investigations and resolving root causes.
• Oversee quality assurance on DCA customer treatment standards; selectively review calls for escalations or validation, and track remediation of control gaps.
• Prepare clear and concise DCA performance insights, recommending practical improvements in processes, quality and automation.

Person Specification

• Experience: Minimum six years of relevant industry experience in collections, credit operations, payments or financial services, preferably within consumer lending or fintech.
• Agency Management: Proven track record engaging with external collection agencies or service providers and holding them accountable for delivery.
• Financial Skills: Strong financial reconciliation capabilities, with the ability to independently investigate and explain discrepancies.
• Technical Proficiency: Intermediate to advanced Microsoft Excel skills are essential, including PivotTables/PivotCharts, XLOOKUP/VLOOKUP, SUMIF/SUMIFS, COUNTIF/COUNTIFS, IF functions, data cleaning and validation, conditional formatting, multi-source reconciliations, variance analysis and operational performance reporting. A practical Excel assessment will be required.
• Communication & Analytical Skills: Confident stakeholder communication, sound analytical judgement, structured problem-solving and effective prioritisation.
• Regulatory Knowledge: Understanding of collections conduct and South African consumer credit requirements. Knowledge of the National Credit Act (NCA), Debt Collectors Act, fintech, PSP and loan management systems is advantageous.
• Qualifications: A relevant diploma or degree in Finance, Accounting, Business Management, Credit Management or Financial Services is desirable. Professional certifications in credit management, collections or financial services are also advantageous; however, demonstrable experience may be considered in lieu of formal qualifications.

Additional Information

Proficiency in Microsoft Excel, Word and PowerPoint is essential. Candidates must be confident in preparing professional reports, procedures, correspondence, presentations and stakeholder updates, as well as delivering presentations.

This is an individual contributor lead role. Overall collections strategy, business targets and commercial decisions remain the responsibility of the Payments Manager.

Remuneration: Competitive salary inclusive of applicable employer benefits. The final offer will be subject to experience and company remuneration policy.

Looking forward to hearing from you!

The Wonga Team