Call Centre Lead

ExpressCredit Ltd is a fast-scaling, technology-enabled consumer lending company on a mission to redefine access to finance. We focus on serving individuals who are often overlooked by traditional financial institutions, using smart data, digital platforms, and innovative thinking to deliver fast, flexible, and responsible lending solutions.

At ExpressCredit, we’re not just providing loans—we’re enabling opportunities. We help people manage everyday needs, overcome financial challenges, and take steps toward long-term financial stability. Everything we do is driven by our belief that access to finance should be fair, inclusive, and empowering.

We’re building more than a business—we’re building impact.

As we continue to grow across markets, our ambition is to set a new standard in consumer finance while making a meaningful difference in the communities we serve

ExpressCredit Ltd is looking for a results-driven and hands-on Call Centre Lead to lead our Call Centre and Debt Collection teams. The successful candidate will drive team performance, customer service and collections results while coaching employees, managing escalations, monitoring KPIs, and ensuring efficient and compliant operations.

• Supervise and coordinate the daily activities of the Call Centre and Debt Collection teams, ensuring productivity, attendance, service standards and adherence to company procedures.
• Monitor individual and team performance against call centre, collections and recovery KPIs, identify gaps and implement corrective actions.
• Oversee debt collection operations, including recovery performance, collection strategies, portfolio performance and quality of collections.
• Provide coaching, guidance and performance feedback to team members, including support for onboarding, training and performance improvement.
• Ensure high-quality customer service across calls, emails and digital channels, and manage escalated and complex customer matters.
• Prepare and monitor operational and performance reports and escalate key trends, risks and recurring issues to management.
• Support effective people management, including team meetings, leave coordination, employee engagement and employee relations matters.
• Identify and implement opportunities to improve customer service, collections effectiveness and operational efficiency.
• Work closely with the Regional Debt Collection Manager and other internal stakeholders to achieve business and recovery targets.

• Diploma or bachelor’s degree in business administration, Management, Finance, Accounting, Economics, Marketing, Communications, Credit Management or a related field.
• At least 3 years’ relevant experience in Call Centre Operations, Debt Collection, Customer Service, Credit Management or a related field, including at least 1 year in a supervisory or team-lead role.
• Experience in a lending or financial services environment will be an added advantage.
• Strong understanding of debt collection processes, recovery strategies, collection KPIs and relevant regulatory requirements.
• Strong analytical and problem-solving skills, with the ability to use performance data and KPIs to drive results.
• Strong leadership, coaching, communication and people-management skills.
• Ability to handle complex, sensitive and escalated customer/collection matters professionally.
• Strong organisational skills, with the ability to manage competing priorities and adapt to change.

• A dynamic and collaborative work environment with a growing and ambitious team
• Opportunities for professional development and growth within a regional group structure
• Competitive salary package aligned with your experience and responsibilities
• Supportive leadership and the chance to contribute to people-focused initiatives
• A culture that values integrity, accountability, and innovation
• Exposure to multi-country practices and Group-level collaboration
• Employee benefits in line with company policy (e.g. staff events, internal training, wellness initiatives)
• A 100% contribution to a pension fund
• A medical aid