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Team Leader : Collections

Team Leader : Collections

Woolworths Financial ServicesWes-Kaap, South Africa
6 days ago
Job description

Main Purpose

Team Leader – Inbound & Non-Voice Collections

We are seeking a forward-thinking and digitally savvy Team Leader to guide our inbound and non-voice collections team, with a strong emphasis on WhatsApp and digital engagement channels. This role is ideal for someone who is passionate about enhancing customer experience, driving early intervention strategies, and leveraging AI to improve collections outcomes—without relying solely on digital dashboards.

Key Responsibilities

  • Lead and manage a team of Collections Agents, ensuring daily operations run smoothly and efficiently.
  • Drive performance and motivation within the team to meet and exceed collection targets.
  • Champion customer-centric approaches, ensuring interactions are empathetic, solution-oriented, and aligned with early intervention principles.
  • Utilize non-voice platforms (e.g. WhatsApp, SMS, chatbots) to engage customers effectively and innovatively.
  • Explore and implement AI and Voice driven strategies to optimize call handling, customer engagement, and payment solutions.
  • Support digital onboarding and training, ensuring team members are equipped to operate in a tech-enabled environment.
  • Monitor and manage team performance, providing coaching, feedback, and development opportunities.
  • Translate data insights into actionable plans, even without dashboard reliance, to improve team effectiveness and customer outcomes.
  • Ensure compliance with relevant legislation and internal policies.

Requirements

Key Competencies

Minimum Qualifications

  • Matric
  • Minimum 3 years’ experience in a retail collections environment, with leadership experience.
  • Credit Management Diploma / Certificate would be advantageous
  • Banking Diploma / Certificate in Banking would be advantageous

    • MINIMUM REQUIREMENTS

  • Strong understanding of WFS products (ISC, PL, CC).
  • Experience in voice, digital collections and non-voice engagement platforms.
  • Passionate about team development, customer care, and continuous improvement.
  • Proficient in BI tools and capable of leading with insight.
  • Comfortable working in a hybrid operating model with a stable fibre connection.
  • Role Contribution : Helping shape AI-supported, human-led collections
  • High Performance Orientation

    • Closing Date : 30 October 2025

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    Team Leader • Wes-Kaap, South Africa