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Debt Collection Call Centre / Branch Manager

Cape Town Northern Suburbs
Salary: Market Related
Job Type: Permanent
Sectors: Admin Finance Management
Benefits: Medical aid and provident fund contribution by the company
Reference: SW006015/CL

Apply before Mar 08 2026 | 29 Days left

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External Application

Vacancy Details

Employer: Helderberg Personnel cc

DEBT COLLECTION CALL CENTRE / BRANCH MANAGERCape Town (Durbanville): My client, a well-established company specialising in debt-recovery solutions, is seeking a highly experienced Call Centre / Branch Manager to lead its Cape Town operations.This role is strictly reserved for candidates with proven, hands-on experience in debt collection operations. Applicants without direct debt-recovery management experience will not be considered.

Purpose of the Role

Key Responsibilities Include but Are Not Limited To

Leading, managing and supervising a team of approximately 40 call centre agents and team leaders
Providing firm, consistent and professional oversight of staff performance, conduct and productivity
Managing daily call centre workflows and ensuring all collection, quality and compliance targets are met
Implementing and enforcing strategies to improve recovery rates, productivity and debtor engagement
Conducting performance reviews, coaching, mentoring and ongoing staff development
Ensuring strict adherence to company policies, procedures, code of conduct and regulatory requirements
Analysing operational data, call statistics and financial performance indicators to support informed decision-making
Working closely with senior management to align operational execution with business objectives
Overseeing branch and office management to ensure a professional, disciplined and efficient working environment
Identifying operational inefficiencies and implementing best-practice debt-collection methodologies
Assisting with recruitment, training and onboarding of new collection staff
Managing escalations and resolving complex or sensitive debtor matters professionally and decisively
Ensuring full compliance within the debt-recovery framework, client mandates and service-level standards

riteria

Proven management experience within a Debt Collection or Financial Call Centre environment is mandatory
Candidates without direct debt-recovery experience will not be considered
Prior experience in legal debt collection or working alongside attorneys / law firms handling collections will be a strong advantage
Demonstrated experience managing and supervising large teams in a structured, target-driven environment
Fully bilingual in English and Afrikaans at a high professional level – verbal and written (non-negotiable)
Strong leadership presence with the ability to manage, motivate and enforce standards consistently
Solid financial, operational and business acumen with the ability to interpret performance data
Confident, professional and authoritative communicator at all organisational levels
High levels of integrity, accountability, discipline and organisational ability
Proficiency in MS Office and debt-collection / call centre / CRM systems

This role is NOT suitable for junior candidates, general call centre managers, customer service managers, sales managers, or candidates without direct debt-collection leadership experience. Only applicants who have proven, hands-on experience managing debt collection operations, ideally within a financial services or legal collections environment, and who are fully bilingual in English and Afrikaans at a high professional level, will be considered.

Applications that do not clearly demonstrate the above non-negotiable requirements will regrettably not be shortlisted.

Remuneration and Hours of Work

Market-related remuneration with commission structure
On appointment membership to medical aid (Discovery) is compulsory (company contribution)
Provident Fund contribution (Momentum)
Normal business hours, Monday to Friday, with flexibility required depending on operational needs

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About Helderberg Personnel cc

Based in Somerset West, Helderberg Personnel was established in 1998. The company initially started doing placements in the Helderberg Basin and over the years expanded nationally. Our background has proved to be invaluable in providing a high standard of recruitment, screening, evaluation and placement of candidates.

Our Value proposition:
The true value proposition of the Helderberg Personnel brand is our commitment to attending to our clients’ needs, culture and values and to ensure that, through comprehensive interviews with candidates, the overall match is determined to ensure a long term relationship. The identity of the client remains confidential at all times. We understand that our function is to ensure that the candidate must become a strategic partner to a business instead of a mere employee. Helderberg Personnel has achieved a steady growth over the last years and we have evolved into one of the leading agencies in the region. We have made placements cross functional, cross industry and up to senior management level.