Purpose of the Role

The key purpose of this position is to assist the Finance Executive & Financial Director in ensuring the most effective and profitable operation in the Debtors team. This role will be responsible for managing all debt collection activities and enforcing the collections escalation process at the correct stage to maximize cash flow and prevent slippage. To suggest new strategies or technologies as needed, to improve collection efficiencies and results.

Key Responsibilities

• Supervise the work of credit controller/s to ensure adherence to company policies and procedures and proper correction of errors or problems.
• Monitor the effective, systematic, and prompt follow-up of outstanding debt and ensure deadlines and targets are met.
• Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work and to ensure operational continuity.
• Provide assistance in handling difficult or complex problems or in resolving escalated complaints or disputes to reduce delinquencies.
• Identify trends that may affect the collectability of debt and develop plans to reduce the number of overlooked cases.
• Review current workflow/processes and recommend enhancements, including system enhancements, to improve DSO.
• Ability to work on big data sets and generate insight for decision-making.
• Monitor the performance of the team through reports, metrics, and reviews, and identify and address areas of concern.
• Prepare regular reports on collections activities, presenting data and insights to management, and make recommendations for process improvements.
• Manage reputational risk across this portfolio.
• Collaborate with all workstreams to gather and share information with a view to reducing account cancellations and improving customer retention.

What a Typical Day Will Look Like for You

Your day will be dynamic, structured, and people-focused, balancing planning, execution, problem-solving, and team leadership to optimise collections performance and cash flow.

Planning & Prioritisation

• Anticipating problems and planning proactively.
• Creating schedules, task lists, and allocating resources.
• Defining departmental objectives and setting priorities.
• Planning both short-term and long-term objectives.
• Adjusting plans based on changing circumstances.

Co-ordination & Execution

• Allocating duties and coordinating team activities.
• Organising resources to meet operational objectives.
• Acting decisively in urgent or unexpected situations.

Monitoring & Control

• Directing implementation of policies and procedures.
• Monitoring staff performance and task completion.
• Ensuring adherence to schedules and standards.

Supervision & Team Development

• Supervising staff and monitoring behaviour and performance.
• Providing instructions and guidance.
• Coaching, mentoring, and developing team members.
• Supporting learning and building confidence within the team.

Performance Management & Discipline

• Maintaining discipline and addressing poor performance.
• Managing disputes, reducing tension, and resolving conflict.
• Providing feedback and corrective action where required.

 Collaboration & Communication

• Liaising across all levels (clerical, supervisory, managerial).
• Providing clear written and verbal communication.
• Reporting issues and updates to management.

Analysis, Problem Solving & Decision Making

• Analysing processes and identifying improvements.
• Breaking down problems and identifying trends in data.
• Making informed decisions under pressure.
• Escalating issues where necessary.

Quality Control & Compliance

• Checking accuracy of records, reports, and processes.
• Ensuring work meets required standards and specifications.

Customer & Stakeholder Interaction

• Managing customer interactions professionally.
• Handling queries, complaints, and difficult situations.
• Ensuring timely and accurate communication.
• Maintaining high service standards and attention to detail.

What You’ll Need to Know

To succeed in this role, you should have:

• Credit Control.
• Debt Collections.
• Accounts Receivable.
• Customer service and communication.
• Consumer Protection Act (CPA).
• Ticketing/case management systems.

Skills That Will Help You Succeed

• Minimum 3 years’ experience in Debtors/Collections
• Minimum 3+ years’ experience in a management role
• Strong analytical and problem-solving skills
• Ability to work in a high-volume, fast-paced environment
• Strong leadership and supervisory capability
• Excellent communication skills (verbal and written)
• Strong customer relationship management skills
• Conflict resolution skills
• Deadline-driven and highly organised
• Strong reporting and analytical capability
• Proficiency in MS Office (Excel, Word, Outlook, PowerPoint)
• Strong time management skills
• Ability to adapt to change and handle pressure

Qualifications and Experience

• Grade 12 (Matric) – Essential.
• Diploma/Certificate in Finance or Management – Essential.
• Credit Management 3 or related qualification – Advantageous.
• Management / Leadership qualification – Advantageous.
• Degree – Advantageous.

Qualities We Value at Frogfoot

• People-first attitude.
• Strong ethical standards.
• Problem-solving mindset.
• Accountability and ownership.
• Adaptability and resilience.
• Strong collaboration and communication skills.