Job Description

Truworths Careers – Credit Operations Manager

Credit Operations Manager – Truworths Careers

Job Description

Truworths is seeking a Credit Operations Manager to lead the collections function and ensure delinquency targets are met while minimizing bad debt. The role focuses on operational excellence, compliance with policies, and effective use of systems and technology, while promoting a values-driven environment for the development of call centre staff.

Key Responsibilities

• Manage day-to-day operations of approximately 200 Collections staff at the Pretoria Call Centre, overseeing inbound and outbound operations.

• Ensure core collection activities are executed effectively, targets are met, and staff follow established processes.

• Develop and support the collections team through training, coaching, and succession planning.

• Monitor attendance, attrition, and adherence to company standards, taking proactive measures to maintain performance.

• Prepare and deliver performance development plans for Collection Supervisors.

• Analyse portfolio and operational performance to identify areas for improvement in collaboration with other managers.

• Liaise with internal stakeholders to enhance efficiency, optimize collection performance, and minimize bad debt exposure.

• Evaluate existing collection processes and recommend improvements to the Director of Collections.

• Stay informed of new technologies, industry trends, and legislative changes to maximize collections efficiency.

• Lead recruitment, selection, and development of staff to ensure alignment with business competencies and values.

• Drive both technical and soft skills training for the collections team.

• Oversee performance management and ensure compliance with company policies and procedures.

• Troubleshoot collection strategies, propose new ideas, and implement initiatives to drive results.

Qualifications and Experience

• Matric qualification required; relevant tertiary qualifications advantageous.

• Minimum 5–7 years’ experience as an operational Collections Manager.

• At least 7 years’ experience in the collections industry, with a proven record of meeting or exceeding targets.

• Experience progressing through Collections Agent and Supervisor roles preferred.

• In-depth knowledge of collection techniques and operational management.

• Proven ability in staff management, coaching, training, and development.

• Strong problem-solving skills and experience implementing operational changes successfully.

• Ability to analyse management reports and recommend actions to improve collection efficiency.

• Alignment with Truworths values, self-driven, performance-oriented, and motivated to advance into senior credit operations management.

Competencies

• Effective time management and organizational skills

• High attention to detail and accuracy

• Proactive mindset with continuous improvement focus

• Ability to perform under pressure, independently and within a team

• Strong analytical and numerical skills, translating reporting insights into operational actions

• Excellent team leadership and people management skills

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