At Nimble Credit Solutions, we are on a mission to deliver top-tier operational performance, elevate client relationships, and create a high-impact, results-oriented work environment. As our Operations Manager, based in Cape Town, you’ll have the opportunity to make a real difference in our Contingent division, lead a talented team, and execute strategies that will maximise collections and business growth. We value innovation, teamwork, and a drive for success, and we’re looking for a leader who thrives in this environment.
Key Responsibilities:
Under the management / direction of the Operations Executive, the Operations Manager will have the following responsibilities (including but not limited to):
1. Portfolio Management, you will be responsible for:
- Leading the execution of collection strategies and managing portfolios to maximise net recoveries.
- Ensuring we consistently meet or exceed internal KPIs for collections, quality, and productivity.
- Optimising call centre productivity through hands-on team management, best practices, and continuous process improvement.
- Designing and executing operational tactics and daily portfolio analysis to drive efficiency and results.
- Overseeing administrative processes and reporting to ensure smooth department operations and better performance.
- Formulating Detailed reporting/overview of portfolio and tactical plans to deliver best results .
2. Client Relationship / Management, your role will entail:
- Building and maintaining strong relationships with key clients to understand their expectations and deliver results that exceed them.
- Regularly interacting with clients to discuss portfolio performance, identify opportunities for business growth, and ensure top-tier service delivery.
- Weekly/ Monthly performance engagements with clients
- Formulating reporting/ presentations for client check ins.
3. Personnel Management, you will lead your team by:
- Actively managing Team Managers to ensure consistent performance management, coaching, and professional development.
- Ensuring staff are adequately trained, motivated, and supported, with an emphasis on performance excellence.
- Driving performance and applying disciplinary processes when necessary to ensure team alignment with goals.
- Managing attendance and compliance to ensure a productive and engaged workforce.
4. Service Excellence, you will foster excellence by:
- Cultivating strong, strategic relationships with executives, senior managers, and support staff.
- Ensuring we consistently deliver exceptional service and maintain high client satisfaction, while driving continuous improvement.
5. Living the Nimble Values, as a leader you will:
- Create a Positive Impact by leading with enthusiasm, drive positive outcomes and contribute to creating a productive work environment.
- Get It Done by demonstrating a strong sense of accountability and drive, ensuring tasks and goals are completed on time and to a high standard.
- Find Better Ways by continuously innovating and look for ways to improve processes, enhance performance and deliver better results.
- Do the Right Thing - Lead by example with integrity, ensuring decisions and actions align with the company’s values and ethical standards.
Requirements:
- 5+ years of management experience in operations, particularly in a collections or credit management environment
- A proven track record of successfully managing large teams (80+ employees) and developing talent
- Proven expertise in portfolio management, client relationship building, and team leadership
- Management reporting experience
- The ability to drive operational success while optimizing productivity and quality KPIs
- Strong problem-solving and strategic thinking skills with a focus on continuous improvement
- Mid to high-level computer literacy and experience with dialler systems
- Strong communication and interpersonal skills, with the ability to engage and motivate diverse teams
- A results-driven mindset with a proven ability to manage under pressure and consistently meet targets
- Advanced Presentation skills
Remuneration and Benefits Structure:
- Competitive Salary
- Performance based Incentives
- Comprehensive Benefits Package, at the full cost to the Employer including Funeral Cover, Group Life Cover, Disability Cover
- Subsidised schooling at Peak Child
- Paid Maternity and Birthday Leave
- WIFI access
- Annual Performance Reviews linked to remuneration adjustments
- Bursary opportunities
Why should you apply?
Are you a dynamic, results-driven leader with a passion for driving operational excellence? Do you have a knack for inspiring and managing teams to deliver outstanding results? If you’re ready to take on an exciting challenge in a fast-paced, high-energy environment, we want to hear from you!
This appointment will be made in line with the Company’s Employment Equity Plan.