Portfolio Manager Collections | Contact Centre Leadership Role in Johannesburg
Credit Solutions Services · Ferndale, Randburg, Johannesburg
Overview
Credit Solutions Services is looking for a seasoned Portfolio Manager to lead collections performance across a portfolio of clients in Johannesburg. You will manage 3 to 4 contact centre managers and around 300 agents, driving revenue, recoveries, and client satisfaction. This is a senior role for someone with deep contact centre and collections experience who wants to make a measurable impact in a fast paced credit services environment.
About the role
As Portfolio Manager Collections at Credit Solutions Services, you will take ownership of client portfolios and lead the contact centre teams that deliver collections performance. Your role is central to translating strategy into measurable results, managing client relationships, and ensuring that service level agreements are consistently met or exceeded. You can expect to work closely with Contact Centre Managers, the Strategy team, and clients to drive revenue growth and operational excellence.
This is a permanent, full time position based in Ferndale, Randburg, Johannesburg. You will be part of a small but focused team at CSS, where your leadership directly influences the company's success and client retention.
- Lead and manage 3 to 4 Contact Centre Managers and a workforce of approximately 300 agents
- Own and nurture client relationships, keeping abreast of client strategies and ensuring alignment with internal operations
- Drive portfolio performance to achieve top rankings on client panels and secure consistent workflow
- Translate contact centre strategies into daily, weekly, and monthly operational execution
- Meet or exceed collection commission projections within budget allocations
- Forecast and analyse data against targets, identifying opportunities to improve recoveries
- Develop and enhance collections strategies, including the use of digital channels, in collaboration with the Strategy team
- Ensure effective performance metrics, dashboards, and reporting across the contact centre
- Coach Contact Centre Managers weekly and monitor productivity, absenteeism, and quality
- Support audits and ensure compliance with ISO requirements and internal processes
- Drive succession planning and business continuity plans for all managed portfolios
- Foster a culture that attracts, retains, and develops high performing talent
Application Notes: No specific application instructions were provided. Ensure your CV highlights your experience in managing large contact centre teams and collections portfolios.
Requirements
- Grade 12 (Matric)
- A relevant degree or diploma
- Minimum 10 years of experience managing a team
- Minimum 5 years of large Contact Centre Management experience
- Experience in a collections environment is preferred
- Strong leadership and people management skills
- Proven ability to drive revenue and recoveries
- Excellent client relationship management abilities
- Strong analytical and forecasting skills
- Knowledge of SLAs, performance metrics, and contact centre operations
Responsibilities
- Manage 3 to 4 contact centre managers and approximately 300 agents
- Oversee client relationships and ensure alignment with client performance matrices, mandates, and SLAs
- Achieve and maintain number one ranking on all client panels to secure consistent work inflow
- Lead client and operational meetings
- Ensure timely and successful delivery of services according to SLAs
- Provide performance updates to internal and external stakeholders on a daily, monthly, and quarterly basis
- Meet or exceed collection commission projections
- Forecast and analyse data against targets
- Align internal and client strategies to maximise productivity
- Analyse portfolio performance and develop enhanced collections strategies with the Strategy team
- Ensure effective performance metrics, reports, and dashboards are in place
- Set and meet performance targets for speed, efficiency, and quality
- Monitor late coming, absenteeism, and quality through call recordings
- Coach contact centre managers weekly
- Support audits and address findings within committed timeframes
- Ensure processes and procedures are optimal and ISO compliant
- Review monthly presentations before distribution to stakeholders
- Provide dynamic leadership and mentorship to develop team members
- Drive capacity planning to ensure portfolio profitability
Job details
- Organisation
- Credit Solutions Services
- Location
- Ferndale, Randburg, Johannesburg
- Job type
- Full time
- Experience level
- Executive (10+ years)
- Education
- Diploma
- Category
- Customer Service
- Application Method
- Apply manually
Success Guide
This is a big role with big responsibility. You will be leading hundreds of people and managing relationships that directly affect the company's revenue. When you apply, make sure your CV clearly shows how many people you have managed, the size of the portfolios you have handled, and the results you have achieved in collections. Numbers speak louder than words here.
In an interview, be ready to talk about how you turn strategy into daily performance, how you handle underperforming teams, and how you keep clients happy while meeting targets. If you have experience with digital collections channels or ISO environments, highlight that. This is a role for someone who is both a people person and a numbers person, so bring examples of both.
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