Senior Collections Coach

Old Mutual is seeking a dedicated Senior Collections Coach to join their team in Bloemfontein. This role is central to enhancing the effectiveness of their collections operations, fostering a culture of high performance, and ensuring optimal recovery of outstanding debts across the region. The ideal candidate will be instrumental in guiding and developing collections consultants, driving improvements through insightful analysis and hands-on coaching.

About the Role

As a Senior Collections Coach, you will play a pivotal role in supporting the strategic objectives of Old Mutual's collections department. You will be tasked with uplifting the skills and performance of collections consultants, ensuring they are equipped to handle delinquent accounts and recover bad debts efficiently. This involves providing guidance on collection strategies, reinforcing adherence to company policies and legal compliance, and leveraging appropriate recovery methods. A significant aspect of the role is identifying performance gaps within teams and implementing targeted interventions to drive continuous improvement. You will also collaborate closely with operational leaders to embed best practices and cultivate a proactive, results-oriented collections environment.

Your responsibilities will extend to assisting in the investigation of potential fraud or financial crime by gathering and analysing relevant information, which may support legal actions. Furthermore, you will be responsible for monitoring the effective utilisation of the Customer Relationship Management (CRM) system by team members, addressing standard issues, and escalating more complex problems when necessary.

The Senior Collections Coach will be actively involved in a range of critical functions aimed at optimising collections performance:

• **Team Development:** Coach, mentor, and develop branch teams to enhance collections outcomes, boost productivity, improve customer engagement, and strengthen overall portfolio performance. This will involve both on-site branch visits and remote engagement sessions.
• **Performance Analysis:** Monitor and analyse key performance indicators (KPIs) such as payment arrangements, consultant productivity, account action rates, recovery successes, and campaign effectiveness.
• **Gap Identification and Improvement:** Identify performance discrepancies and develop and implement targeted improvement plans to address them.
• **Intervention Management:** Manage focused interventions for specific accounts and branches through dedicated reporting, escalations, and engagement with relevant stakeholders.
• **Reporting and Decision Support:** Produce and maintain operational and performance reports to inform collections-related decision-making.
• **Accountability Forums:** Facilitate regular forums with branch and regional leadership to ensure the consistent and effective execution of collections strategies.
• **Campaign Support:** Provide support for special collections campaigns and initiatives designed to reduce delinquency and improve recovery rates.
• **Data Management:** Collect and analyse data using predefined tools, methods, and formats, working independently to interpret findings.
• **Risk Management:** Monitor risk parameters, identify any deviations from established norms, and report these to senior colleagues.
• **Compliance Oversight:** Identify instances of non-compliance with organisational policies, procedures, or regulatory codes within the team, through coaching, quality assessments, and call reviews. Report and escalate these findings as appropriate.
• **Customer Service Supervision:** Act as a first-line supervisor for customer service support teams, playing a key role in achieving targets related to productivity and turnaround times, and handling the most complex customer issues.

What They're Looking For

To excel in this role, candidates will need a strong foundation in collections, coupled with proven leadership and analytical capabilities. Essential qualifications include a Matric or Grade 12 certificate. While not strictly required, a tertiary qualification in a business-related field would be highly advantageous.

Candidates should possess a minimum of three to five years of experience in collections, with demonstrable experience in managing or coaching collections teams. A track record of successfully achieving collections and delinquency targets is crucial. Experience working with diverse customer segments and understanding various collection strategies is also a key requirement.

Technical proficiency is important, including a robust understanding of collections processes, credit risk management, dispute resolution, payment arrangements, and debt recovery strategies. The ability to use Microsoft Excel, Teams, and reporting tools effectively is essential.

Beyond technical skills, Old Mutual is looking for individuals with strong analytical thinking, customer focus, and effective communication abilities. Competencies such as business insight, collaboration, decision quality, directing work, and ensuring accountability will be highly valued. A valid driver's licence and the ability to use your own transport are non-negotiable requirements for this position.

This role offers an opportunity to contribute significantly to a leading financial institution while developing your coaching and leadership expertise. In South Africa, senior collections roles with coaching responsibilities can vary in remuneration, but typically fall within a competitive range, reflecting the importance of performance and team management. Potential employers often include banks, credit providers, and large retail organisations. Career progression could lead to managerial positions within collections, operations, or broader risk management functions.

Minimum Requirements

• Matric / Grade 12 (essential).

• A business related tertiary qualification would be advantageous

• 3 to 5 years' experience in Collections

• Proven experience managing or coaching collections teams.

• Track record of achieving collections and delinquency targets.

• Experience working with different customer segments and collection strategies.

• Drivers License and own transport - non negotiable

Technical Knowledge

• Strong understanding of:

  • Collections processes

  • Credit risk management

  • Dispute management

  • Payment arrangements

  • Debt recovery strategies

• Proficient in Microsoft Excel, Teams and reporting tools.

• Experience using collections systems

 

Skills

Action Planning, Analytical Thinking, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Data Compilation, Data Controls, Data Interpretations, Evaluating Information, Gap Analysis, Numerical Aptitude, Oral Communications, Report Review, Typology

Competencies

Business Insight

Collaborates

Communicates Effectively

Customer Focus

Decision Quality

Directs Work

Ensures Accountability

Financial Acumen

Education

Closing Date

06 August 2026 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

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