Collections Manager

About the role

The Collections Manager leads the collections call centre, ensuring optimal recovery of retail and small‑business accounts while minimizing losses. The role requires strategic oversight of adjustors, proactive risk management, and innovative problem‑solving to protect the bank’s interests.

Key responsibilities

• Plan, organise and direct the activities of collections adjustors to achieve target delinquency ratios.
• Review and redirect work queues in the collections system, providing guidance as needed.
• Ensure timely, constructive collection actions via phone, letter or other appropriate channels.
• Direct complex collection cases personally or through senior management.
• Balance adjustor workloads according to expertise for optimal follow‑up.
• Authorize recovery actions within defined limits to protect bank interests.
• Monitor risk appetite and daily decisions against the bank’s risk culture.
• Analyse delinquent portfolios, identify negative trends and propose corrective actions.
• Recommend policy, procedure and workflow changes to improve recovery rates.

Required profile

• Proven experience managing collections or call‑centre teams in a banking environment.
• Strong analytical mindset with the ability to interpret portfolio data.
• Excellent leadership and decision‑making skills.
• Understanding of bank risk appetite, credit policies and regulatory guidelines.

Required skills

What we offer

• Opportunity to lead a high‑impact team within a major financial institution.
• Competitive compensation and benefits package.
• Professional development and career growth pathways.