# Collections & Retentions Team Lead

> ikeja · Midrand, South Africa · Full-time · Posted 2026-06-18

**Workplace:** on_site

**Department:** Operations

## Description

We are seeking an experienced and hands-on Collections Team Lead to provide day-to-day leadership, coaching and operational support within our Collections and Retentions function.

This role is ideal for an experienced collections professional with proven team leadership capability. The Team Lead will be responsible for driving daily performance, supporting consultants, managing attendance and productivity, handling escalations and helping establish structure, processes and best practices within a growing department. 

As the department evolves, the Team Lead will play a key role in helping to build a high-performance culture, embed processes and ensure consistency across the team while working closely with future departmental leadership.

The ideal candidate is organised, proactive, comfortable holding people accountable and willing to lead from the front while remaining actively involved in the day-to-day operation.

### Key Responsibilities

-   Provide day-to-day leadership, support and direction to a team of Collections & Retentions Consultants.
-   Monitor individual and team performance against targets, holding team members accountable for productivity, quality, attendance and customer outcomes.
-   Conduct regular one-on-ones, coaching sessions and performance discussions to drive individual and team growth.
-   Identify skills gaps, training needs and development opportunities within the team.
-   Support consultants with complex customer interactions, escalations, payment arrangements and retention opportunities.
-   Monitor customer interactions and conduct quality reviews to ensure professionalism, consistency and adherence to company standards.
-   Drive the implementation of departmental processes, procedures and best practices while identifying opportunities for improvement.
-   Monitor workforce attendance, scheduling and operational coverage to support departmental performance.
-   Track, analyse and report on key performance metrics, trends and operational risks.
-   Work closely with internal stakeholders to resolve customer issues and improve the overall customer experience.
-   Contribute to the growth, structure and continuous improvement of the Collections & Retentions function.
-   Lead by example through hands-on participation in collections and retention activities when required to support team and departmental targets.

## Requirements

**Qualifications and Experience**

-   Grade 12 / Matric (required).
-   Relevant qualification in business, customer service, finance, credit control or a related field is advantageous.
-   A minimum of 3 - 5 years' experience in a Collections, Credit Control, Retentions, Customer Service or Contact Centre environment is required.
-   A minimum of 3 years' experience in a Team Lead, Supervisor or similar people leadership position with responsibility for coaching and developing employees, performance management, monitoring and driving KPI achievement, quality assurance, attendance management and day-to-day team oversight is required..
-   Proven experience coaching, mentoring and supporting the development of team members, including performance management, enforcing company policies and procedures and addressing conduct or performance concerns. 
-   Proven experience working with performance targets, KPIs and quality standards.
-   Experience in a telecommunications or subscription-based environment would be advantageous.
-   Proficiency in CRM systems, reporting tools and Microsoft Office / Google Workspace:

-   Working knowledge of Genesis and its application within a collections or contact centre environment would be highly advantageous. 

### Skills and Competencies

-   Strong leadership and coaching ability.

-   Ability to hold others accountable in a professional and constructive manner.
-   Strong communication and interpersonal skills.
-   Organised and detail-oriented.
-   Comfortable working in a target-driven environment.
-   Good problem-solving and decision-making ability.
-   Ability to build trust and credibility with team members.
-   Process-oriented with a continuous improvement mindset.
-   Resilient and adaptable in a growing environment.
-   Able to balance operational requirements with people leadership.

## Benefits

-   The opportunity to grow both in your personal and professional capacity.
-   Health insurance and provident fund.
-   Group risk cover.
-   Access to an online wellness platform, providing free and confidential support from licensed therapists.

**How to apply:**

To apply for this role, please submit your _**recent**_ resume outlining your experience and qualifications as part of this process.

**Closing date:** 25 June 2026

_Should you not hear from us within 14 working days of the closing date, please consider your application unsuccessful._

## Apply

[Apply at ikeja](https://apply.workable.com/withikeja/j/7C671F3E86/apply)

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