Senior Collections Coach - Bloemfontein at Old Mutual

Job Description

• At OM Bank, we strive to attract great people who are passionate about coming together for a higher purpose- building something unique and aspirational, always aiming to be the best they can be. We are rooted in our purpose of inspiring and enabling our customers to grow and sustain their prosperity.
• Supports collections in line with strategies presented to the consultant whilst applying discretion and applicable policies. Applies appropriate collection methods to retrieve bad debts or to resolve delinquent accounts while assuring legal compliance.
• The Senior Collections Coach is responsible for improving collections performance across the region through coaching, mentoring, and performance analysis. The role supports consultants in executing collection strategies, applying sound judgment and company policies, and using appropriate collection methods to recover outstanding debt and manage delinquent accounts. 
• The incumbent works closely with operational leaders to identify performance gaps, drive continuous improvement, and ensure compliance with all legal, regulatory, and company requirements while fostering a high-performance collections culture.

Responsibilities
Fraud/Financial Crime Investigation

• Contribute to the investigation of cases of suspected fraud or financial crime by gathering, analyzing, and retaining information and physical evidence to support criminal investigation and/or legal action. Recommend further actions to the lead investigator.

Customer Relationship Management (CRM) Data

• Monitor team members' use of the CRM system, identifying and resolving standard issues and escalating them to a senior manager as appropriate.
• Coach, mentor and develop branch teams to improve collections outcomes, productivity, customer engagement and portfolio performance during branch visits and remote engagement sessions.
• Monitor and analyse collections KPIs including arrangements, productivity, account action rates, recovery arrangements and campaign performance.
• Identify performance gaps and implement targeted improvement plans.
• Manage focus-account and focus-branch interventions through reporting, escalation and stakeholder engagement.
• Produce and maintain operational and performance reports to support collections decision-making.
• Facilitate accountability forums with branch and regional leadership to ensure effective execution of collections strategies.
• Support special collections campaigns and initiatives aimed at reducing delinquency and improving recovery outcomes.

Data Collection and Analysis

• Collate and analyze data using preset tools, methods, and formats. Involves working independently.

Organizational Risk Management

• Keep track of risk parameters, identifying any deviations and reporting them to more senior colleagues. Involves working within established risk management systems.

Customer Service

• Act as first-line supervisor of a team providing customer service support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times. Deal with most complex and valuable issues.

Solutions Analysis

• Interpret data and identify possible answers. Involves navigating a wide variety of processes, procedures, and precedents.

Operational Compliance

• Identify, within the team, through coaching, quality assessments and call reviews, instances of noncompliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Minimum Requirements

• Matric / Grade 12 (essential).
• A business related tertiary qualification would be advantageous
• 3 to 5 years' experience in Collections
• Proven experience managing or coaching collections teams.
• Track record of achieving collections and delinquency targets.
• Experience working with different customer segments and collection strategies.
• Drivers License and own transport - non negotiable

Technical Knowledge

Strong understanding of:

• Collections processes
• Credit risk management
• Dispute management
• Payment arrangements
• Debt recovery strategies
• Proficient in Microsoft Excel, Teams and reporting tools.
• Experience using collections systems

Skills

• Action Planning, Analytical Thinking, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Data Compilation, Data Controls, Data Interpretations, Evaluating Information, Gap Analysis, Numerical Aptitude, Oral Communications, Report Review, Typology

Competencies

• Business Insight
• Collaborates
• Communicates Effectively
• Customer Focus
• Decision Quality
• Directs Work
• Ensures Accountability
• Financial Acumen

Education

Closing Date

24 August 2026 , 23:59