Turn Recovery Into Relationships. Transform Challenges Into Success.Collections Manager | M-KOPA South AfricaWhere Empathy Meets ExcellenceWhat if collections wasn't about pressure, but about partnership? What if every difficult conversation became an opportunity to restore financial dignity while driving business results? At M-KOPA, we've reimagined collections as a force for customer empowerment—and we need a leader who can make that vision reality.This isn't traditional collections. This is collections with purpose.The Challenge That Defines LeadersYou'll inherit teams across multiple channels—call centres, chat agents, field teams—all working to recover outstanding payments while preserving customer relationships. Your mission? To orchestrate a collections ecosystem that achieves exceptional recovery rates while treating every customer with dignity and respect.The complexity is real: different risk profiles, multiple product types (asset finance vs. cash loans), varying repayment behaviours across South Africa's diverse economic landscape. The opportunity? To build a world-class collections operation that others benchmark against.Your Arena of ImpactStrategic Operations ExcellenceArchitect multi-channel collections strategies that optimize recovery across call centers, digital platforms, and field operationsDesign sophisticated segmentation workflows that match collection approaches to customer risk profiles and behavioral patternsLead weekly planning and resource allocation to maximize team productivity and customer outcomesPerformance & IntelligenceDrive data-driven decision making through KPI optimization (repayment rates, promise-to-pay conversion, contactability)Conduct deep-dive analytics to identify trends, bottlenecks, and breakthrough opportunitiesTransform insights into actionable strategies that improve both recovery rates and customer experienceTeam Leadership & DevelopmentBuild and develop high-performing teams across multiple collection channels (15+ direct and indirect reports)Create coaching frameworks that develop team leaders into accountability championsFoster a culture where empathy and effectiveness aren't opposing forces—they're multiplying onesCustomer-Centric RecoveryImplement engagement strategies that preserve customer dignity while driving repayment outcomesDesign flexible repayment solutions and restructuring offers that work for both customer and businessLead cross-functional collaboration with Customer Care and Credit teams to resolve complex casesCompliance & Risk LeadershipEnsure all operations exceed regulatory requirements (National Credit Act compliance)Build robust internal controls that prevent agent fraud and ensure ethical collection practicesChampion transparent, compliant processes that protect both customers and company reputationThe Leader We're SeekingYour Foundation:Bachelor's degree in Business, Finance, Credit Management, or related field4-6 years of tactical collections experience (fintech, microfinance, telecoms, or consumer lending)Proven leadership of multi-channel collections teams (15+ people)Deep market knowledge of South African repayment behaviors and informal economy dynamicsYour Expertise:Technology Fluency: CRM systems, collections tools, dialer systems, advanced ExcelDigital Payments Knowledge: Mobile money and digital payment systems experienceRegulatory Mastery: Strong understanding of local collections laws and compliance requirementsProcess Excellence: Experience with performance management, training, and operational optimizationKey Factors:Analytical Thinking: You see patterns others miss and turn data into strategyEmotional Intelligence: You balance firmness with empathy in every interactionResilience Under Pressure: You thrive when stakes are high and challenges are complexCommunication Excellence: You influence, inspire, and align teams toward common goalsBias Toward Action: You don't just identify problems—you solve themYour Values:Customer-First Mindset: You believe every customer deserves dignity, regardless of payment statusEthical Leadership: Your integrity is non-negotiable, even when results are at stakeContinuous Improvement: You're never satisfied with "good enough"Collaborative Spirit: You know the best outcomes come from cross-functional excellenceWhy M-KOPA Redefines CollectionsPurpose-Driven Impact Your work directly enables financial inclusion—every successful recovery helps us serve more underserved customers.Innovation at the Forefront Access cutting-edge collections technology, analytics tools, and methodologies that set industry standards.Accelerated Career Growth Lead collections for one of Africa's fastest-growing fintechs, with expansion opportunities across the continent.Transformational Leadership Shape the future of ethical collections practices in emerging markets.Supportive Ecosystem Work alongside world-class Risk, Credit, Customer Experience, and Technology teams.Competitive Recognition Comprehensive compensation package that rewards both performance and principles.Ready to Redefine Collections?If you're currently managing collections but want to lead transformation... If you're hitting targets but dreaming of changing the industry... If you're successful in traditional collections but ready for purpose-driven excellence...This is your moment to make collections meaningful.Why M-KOPA?At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.Join us in shaping the future of M-KOPA as we grow together. Explore more at .Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 5 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.Important NoticeM-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.
