Collections Supervisor
Johannesburg
Operations – Global Collections /
Full-Time /
Hybrid
About PayJoy
PayJoy is a mission-first financial service provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. We lend through our patented technology that turns a smartphone into digital collateral, and our cutting-edge machine learning, data science, and anti-fraud AI allow us to offer the lowest cost and qualify the most customers in the industry. As of 2025 we have brought billions of dollars in credit to 15 million customers, doubling in the last two years while remaining strongly profitable and sustainable for the long term.
This role
The Collections Supervisor plays a critical role in enhancing the effectiveness and efficiency of the company’s debt recovery process. This position leads a team that directly influences the organisation’s financial stability by ensuring the timely collection of outstanding accounts. The supervisor is responsible for maintaining a healthy debtor portfolio, supporting the company’s operational liquidity, and enabling growth.
Key responsibilities include driving proactive credit control strategies cradle to grave, maximising debt recovery efforts, and ensuring all collection activities are compliant with South African laws and regulations, including the National Credit Act and the Debt Collectors Act. The focus is on preventive management, reducing overdue accounts, and recovering payments ethically and lawfully.
Responsibilities
- Manage Early Delinquency Accounts: Oversee accounts that are 1-30 days past due by utilizing digital communication channels such as the PayJoy app and SMS to prevent further delinquency and efficiently recover outstanding amounts.
- Coordinate with External Collection Agencies: Work closely with external debt collection agencies responsible for accounts overdue by more than 31 days. This includes developing effective portfolio allocation strategies, maintaining consistent communication, and ensuring alignment with South African credit and collections regulations to optimise the recovery of aged and delinquent accounts.
- Measure and Analyze Agency Performance: Monitor and evaluate the performance of external collection agencies by tracking weekly recovery rates and cost-effectiveness to optimize collection strategies.
- Monthly Performance Comparison: Measure and compare month-over-month recovery results between control and treatment groups using data analysis tools to identify trends, evaluate strategy effectiveness, and implement improvements.
- Report to Credit Bureau: Report client accounts to the credit bureau on a monthly basis by compiling and submitting accurate and timely reports to ensure compliance with credit reporting standards.
- Generate Analytical Reports: Create detailed analytical reports to evaluate the effectiveness of collection strategies by using data analysis and reporting tools to provide insights for decision-making and strategy adjustments.
- Conduct Recovery Experiments: Design and implement experiments aimed at improving recovery rates by developing hypotheses, testing strategies, and analyzing results to innovate and enhance the efficiency of the collections process.
- Operational Support for Payment Processors: Assist with payment processor operations and resolve any issues by providing follow-up and support to ensure smooth transaction processing and address operational challenges promptly.
Requirements
- Bachelor's degree in Business Administration, Finance, or a related field.
- Minimum of 2-4 years of experience in collections management, team leadership and customer services.
- Proficiency in using collection management softwares and tools, as well as Google or MS Office Suite (Excel, Word, PowerPoint).
- Knowledge of credit reporting procedures and compliance standards.
- Strong analytical skills with experience in performance measurement and strategy evaluation.
- Excellent organizational and problem-solving abilities, along with the capability to collaborate seamlessly with both internal teams and external agencies.
- Knowledge of how to give proper feedback and coaching. Work in team and under pressure
- Ability to demonstrate empathy and a supportive attitude when communicating with our clients, as well as a strong ability to communicate assertively, either orally and in writing.
Benefits
- Health Insurance - Company funded for employee and immediate family. Capped at R9360.00
- Life insurance - Company funded
- Pension Fund
- Vacations 20 days
- Phone finance, Headphone, home office equipment and wellness perks.
- $2,000 USD annual Co-working Travel perk
- $2,000 USD annual Professional Development perk
PayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening
