Collections and Recovery Supervisor

Job Summary

• The Collections and Recovery Supervisor is responsible for efficiently and ethically collecting overdue debts while maintaining positive customer relationships, managing repossession and recovery logistics, and feeding recovery intelligence back into underwriting via the Collections and Recovery Supervisor.

Key Responsibilities

• Achieve collection targets for outstanding debts across assigned branches/portfolio.
• Strictly follow the Debt Recovery Cycle and company collections policy.
• Provide proactive advice to clients to prevent accounts from falling into delinquency.
• Manage relationships with collection agencies, investigators, auctioneers, yards and valuers.
• Maintain portfolio at risk (PAR) below the assigned threshold for the allocated portfolio.
• Coordinate asset liquidation/repossession in line with established procedures, including car-track monitoring and coordinating auctioneers.
• Engage and follow up with external advocates on cases escalated for legal action, including monitoring court proceedings and ensuring timely updates and resolution of escalated recovery matters.
• Generate daily/weekly/monthly collection and repossession progress reports for the Collections and Recovery Supervisor.
• Feed recovery trends and root causes back to the Supervisor to inform future credit decisions.
• Uphold data security and confidentiality of customer and company information.

Decision-Making Authority

• Agree standard payment/repayment plans with debtors within policy.
• Initiate standard repossession/auction steps per established procedure.

Matters Requiring Escalation (Not Decided Alone)

• Write-offs and restructuring beyond standard policy — requires Supervisor/Credit Manager approval.
• Legal escalation — coordinate with Supervisor/Legal.

Key Internal Relationships

• Collections and Recovery Supervisor (line manager)
• Underwriting (recovery-intelligence feedback loop)
• Auctioneers, investigators, valuers
• Legal/Compliance

Qualifications

• Bachelor's degree in a business-related field (or equivalent experience).

Experience

• 5+ years in collections, debt recovery or asset-finance recovery and at least 2 years in a supervisory position.

Technical Competencies

• Debt recovery cycle and negotiation techniques
• Repossession/asset-liquidation coordination
• Car-tracking systems

Behavioural Competencies

• Persuasive, assertive, professional communication
• Composure under pressure
• Ethical conduct and trustworthiness
• Willingness to travel for site visits

Key Performance Indicators (KPIs)

• Collection target achievement
• Portfolio at risk (PAR) for assigned portfolio
• Cure rate on delinquent accounts
• Recovery value on write-offs/repossessions
• Reporting timeliness and accuracy