General Manager: Customer Operations & Collections (Payments)

Our client is an ad-subsidised payments network that gives South Africans access to zero-cost credit at checkout. Their model is powered by a blend of merchant fees and a performance advertising platform that connects high-intent shoppers with relevant brands. They exist to save consumers millions in interest and fees, while helping merchants boost conversion, increase average order value, and drive repeat sales. At the core of what they do is a commitment to responsible credit, fair customer outcomes, and building systems that scale sustainably.

   

Role Overview

Our client is appointing a General Manager: Customer Operations & Collections to transform, scale, and professionalise our client’s customer service and debt collections function. An operations team already exists, with early systems and processes in place.

  

This role is about taking that foundation and turning it into a scalable, KPI-driven operation capable of supporting a fast-growing BNPL credit book. This is a hands-on leadership role for someone who thrives in unstructured, high-growth environments — a leader who can design systems, implement tools, set performance standards, and coach teams while the business is moving quickly.

  

You will own the evolution of the customer service and debt collections function as our client grows through 2026 and beyond.

  

Job Type: Full Time/Permanent

Location: Cape Town

Work Place: Onsite

Reports To: COO

Team Size: 8–12 (existing operations team)

  

Requirements

• 5+ years' experience in collections, customer operations, call centre management, or credit operations.
• Proven experience building, transforming, or scaling collections or customer service operations.
• Strong hands-on experience with debt book management and call centre environments.
• Demonstrated ability to implement systems, tooling, and reporting frameworks.
• Experience setting and managing KPI-driven operations.
• Comfortable operating in fast-moving, unstructured startup environments.
• Experience in BNPL, fintech, unsecured lending, or retail credit.
• Exposure to modern collections trends, digital channels, and automation.
• Experience leading teams through periods of rapid growth and change.

    

What You’re Inheriting

The operations and collections function exists and is running. There is a team of 8–12 people, early processes, and some tooling in place. The foundations are there — but the function has not yet been correctly operationalised. You are coming in to build structure, implement the right systems, and set the performance culture. This is not a maintenance role.

  

How the book is structured:

• 0–90 days are managed entirely in-house. This is the core focus of the function.
• 60–90 days may be referred to an external debt collector (EDC) when volume requires it. The GM will own this relationship and manage performance of the EDC accordingly.
• 90+ days is handled exclusively by an external EDC. The GM is accountable for overseeing this relationship, setting expectations, and managing outcomes on the back-book.
• Candidates who have only operated within fully-built, mature collections environments are unlikely to thrive here. We need someone who is energised by building, not maintaining.

  

Responsibilities

  

Transform & Scale the Collections Function

• Lead the end-to-end transformation of our client’s debt collections operation in line with rapid growth of the credit book.
• Design and implement a scalable collections operating model, covering early-stage, late-stage, and customer support interactions.
• Introduce structure, governance, and repeatability into an evolving startup environment.

  

Systems, Tooling & Automation

• Assess existing systems and lead the implementation of fit-for-purpose collections and customer service tools (CRM, diallers, workflow, payments, reporting).
• Work closely with Product and Technology teams to prioritise and deliver operational tooling.
• Build supporting training materials and user guides for systems and processes.

  

KPI-Driven Performance Management

• Define, implement, and own KPIs and performance frameworks across customer service and collections.
• Build reporting packs and insights for senior leadership and executives, including portfolio performance, customer outcomes, and operational efficiency.
• Use data to drive continuous improvement, resourcing decisions, and strategy.

  

Debt Book & Call Centre Management

• Own operational oversight of the BNPL debt book, ensuring sustainable performance and fair customer outcomes.
• Lead and coach call centre agents and customer experience teams, setting clear expectations and performance standards.
• Establish QA, coaching, and feedback loops to improve agent effectiveness and customer interactions.

  

Training, Coaching & Capability Building

• Design and implement training frameworks for collections and customer service teams, including onboarding and ongoing development.
• Coach team leaders and agents to operate effectively within new systems and performance expectations.
• Build leadership capability within the team as the operation scales.

  

Leadership & Stakeholder Engagement

• Report regularly to senior leadership and executives on performance, risks, and opportunities.
• Partner closely with Risk, Compliance, Finance, Product, and Technology teams.
• Act as the senior operational owner for customer service and collections as our client’s scales.

  

What You're Like

• Scrappy, practical, and execution-focused.
• Comfortable building while running.
• Structured thinker who brings clarity to ambiguity.
• Confident leading frontline teams and senior stakeholders.
• Motivated by impact, not titles.
• Calm under pressure and commercially minded.

  

Why Join our client?

• Join a company with a clear social mission and real traction.
• Work closely with a driven, founder-led team that’s scaling responsibly.
• Shape how customer service and collections operate at scale in a high-growth fintech.
• Help define a fairer, more sustainable approach to consumer credit
• Opportunity to participate in our Employee Share Option Program (ESOP).

  

Their Mission

• To bring the cost of consumer credit to zero.

  

Our Vision

• A world of equal financial empowerment, where everyone can thrive.

    

Their Company Values

• Prioritise team health and well-being.
• Maintain the highest (but fair) standards for execution.
• Give frequent, fair, and always candid feedback.
• Empower teams to be entrepreneurial and explore their ideas.
• Celebrate wins, big and small.
• Embrace an owner’s mentality.
• Care deeply about impact.
• Use time wisely and welcome diversity.