Collections Operations Manager

Ascensos is part of the Firstsource family of businesses.

This opportunity sits within Pastdue Credit, a Firstsource company specialising in collections and customer operations. Pastdue Credit takes a people-first approach to collections, combining professionalism, empathy, and customer-focused support to deliver positive outcomes.

As a fast-growing business within the Firstsource group, Pastdue Credit is focused on building high-performing teams committed to delivering exceptional customer experiences.

What We’re Looking For

Pastdue Credit is looking for an experienced and results-driven Collections Operations Manager who can combine strong operational leadership with a customer-centric mindset.

If you have a proven ability to lead high-performing teams, drive operational improvement, and balance commercial outcomes with positive customer experiences, this could be the opportunity for you.

❗ Please note: This role requires a minimum of 2 years’ experience in a collections or debt recovery environment, with significant leadership responsibility

What To Expect

As part of the growing Pastdue Credit team, you’ll lead and support multiple collections teams, driving operational performance, customer outcomes, and compliance standards across the function.

You’ll play a key role in shaping collections strategy, improving processes, developing leadership capability, and delivering performance against operational and financial targets.

Our typical shift pattern involves: 40 hours within the week, Monday to Friday 8am - 8pm. Saturday 9am - 1pm (UK time). No Sundays.

Basic Salary: Highly Competitive

Please note. This position is based at our site in Gardens, Cape Town.

Your role can include, but isn’t limited to:

• Leading and managing Collections Team Leaders and their teams to achieve business objectives.
• Driving collections performance across operational KPIs, recovery rates, and roll rates.
• Developing and implementing strategies to improve collections effectiveness and customer outcomes.
• Building a high-performance culture through strong leadership, coaching, accountability, and engagement.
• Ensuring full compliance with regulatory requirements and internal policies.
• Analysing operational data and identifying continuous improvement opportunities.
• Managing capacity planning, forecasting, and resource allocation to meet demand.
• Partnering with senior stakeholders across risk, compliance, and customer experience functions.
• Leading, coaching, and developing Team Leaders to build a strong leadership pipeline.
• Handling complex escalations, complaints, and high-risk customer cases.
• Contributing to budgeting, financial planning, and cost management of the function.

About You

You have experience leading collections operations within a fast-paced, target-driven environment and a strong track record of delivering against operational and financial objectives.

You’re commercially aware, highly organised, and confident using data and insight to drive decision making, while maintaining a strong focus on customer outcomes, compliance, and team development.

Pastdue Credit would love to hear from you if you have the following skills:

• Minimum of 2 years’ experience in a collections or debt recovery environment, with significant leadership responsibility.
• Proven experience managing multiple teams or a collections function.
• Strong track record of delivering against operational and financial targets.
• Demonstrated ability to design and implement performance improvement strategies.
• Excellent leadership, coaching, and stakeholder management skills.
• Strong analytical capability with experience using data to drive decisions.
• In-depth understanding of regulatory and compliance requirements within collections.
• Ability to operate effectively in a fast-paced, target-driven environment.
• High level of emotional intelligence, resilience, and decision-making capability.
• Proficiency in CRM systems, reporting tools, and Microsoft Office.

Key Competencies:

• Strategic thinking and execution.
• Leadership and organisational development.
• Commercial acumen.
• Customer-centric mindset.
• Data-driven decision making.
• Risk awareness and compliance focus.
• Strong communication and influencing skills.
• Accountability and ownership.

Our Commitment

As part of the Firstsource family of businesses, Pastdue Credit is committed to delivering fair, ethical, and responsible collections practices, putting customers at the heart of everything we do.

If you are passionate about making a difference while driving results, we want to hear from you.

Benefits

• Full training & support.
• Medical insurance after 6 months.
• Up to R5000 performance bonus.
• Opportunities to progress your career with us (more than 90% of advancement and promotions come from our internally developed talent pool).
• Access to our Learning & Development Talent SPA.
• ‘Employee of the Month’ Awards.
• A diverse and inclusive working environment.
• Well-being with Ky (onsite counselling).
• Maternity benefit after 1 year.
• Free onsite Flu Vaccine.
• Funeral benefit after 3 months.