Collections and Retentions Manager

We are seeking an experienced and hands-on Collections and Retentions Manager to take ownership of our Collections and Retentions function. This is a key role within our operations, responsible for ensuring revenue is collected efficiently, customers are retained and the function operates at a consistently high standard.

The ideal candidate has led Collections teams before, understands the rhythms of a target-driven environment and knows how to balance firm accountability with genuine people development. This role is for someone who takes ownership, drives results and isn't afraid to get into the details when needed.

You'll be managing a team and will be directly responsible for their performance, coaching and day-to-day operations. This role also comes with the opportunity to earn commission based on your team's overall performance against targets.

If you have a track record in Collections or Retentions leadership and want to be part of ikeja's mission to transform connectivity in South Africa's townships, we'd love to hear from you.

Key Responsibilities

• Drive team performance to ensure Collection and Retention targets are met consistently, taking full ownership of results.
• Build and maintain a high-performance culture grounded in accountability, ownership and continuous improvement.
• Coach, mentor and develop your team through regular feedback, one-on-ones and structured development plans.
• Support recruitment, onboarding and ramp-up of new team members as the function scales.
• Manage time, attendance and capacity planning to ensure adequate coverage and operational efficiency.
• Optimise daily workflows, call strategies and productivity metrics to maximise output.
• Take ownership of complex and high-risk customer cases, including large balances, disputes and sensitive retention scenarios.
• Ensure a balanced approach between firm collections and customer retention.
• Monitor and improve the quality of customer interactions through call listening, reviews and feedback.
• Ensure adherence to SOPs, SLAs, company policies and relevant regulations across all collection activities.
• Provide clear, accurate reporting on team performance, trends, risks and opportunities - translating insights into actionable strategies.
• Identify and implement process improvements to increase efficiency and effectiveness within the function.
• Collaborate cross-functionally with Customer Engagement, Sales and Operations to address root causes of non-payment and churn.

• Grade 12 / Matric (required).
• Diploma and or any other Credit Control related qualification is advantageous. 
• A minimum of 3 to 5 years' experience in a collections, credit Control, or retentions environment, with at least 2 years in a team leadership or management role.
• Proven experience managing and coaching a team of consultants or agents in a target-driven environment.
• Solid understanding of collections processes, payment arrangements and customer retention strategies.
• Experience with performance management - setting KPIs, tracking results, conducting reviews and managing underperformance.
• Familiarity with QA frameworks and SLA management in a customer-facing operation.
• A relevant diploma or degree in business, finance, or a related field is advantageous.
• Proficiency in CRM systems, reporting tools and Microsoft Office / Google Workspace.

Skills and Competencies

Strong people leadership - you lead from the front, hold people accountable and genuinely care about developing your team.

Results-driven and data-informed - comfortable working to targets and using performance data to drive decisions. You hold yourself to the same standard you expect from others.

Excellent communicator - able to handle difficult conversations with both customers and team members with professionalism and empathy.

Operationally disciplined - organised, process-minded and consistent in how you manage day-to-day operations of the function.

Problem solver - you don't just flag issues, you come with solutions.

Quality focused - sharp eye for standards, won't let poor practice slide.

Adaptable - comfortable in a fast-moving, growing environment where priorities can shift and flexibility is key.

• The opportunity to grow both in your personal and professional capacity.
• Health insurance and provident fund.
• 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.

Closing date: 30 April 2026

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