Manager, Centralised Services

About the role

The Manager, Centralised Services will lead the Credit Union's collections, recoveries, member benefits and related operational functions. Reporting to the Chief Operations Officer, you will oversee a multi‑functional team and ensure fair, effective management of the Non‑Performing Loan portfolio while delivering a professional experience for members.

Key responsibilities

• Lead the Collections & Recoveries function, developing strategies to reduce NPL levels, manage delinquency, settlements, legal actions and reporting to senior management.
• Oversee Member Benefits, processing group insurance claims, coordinating with recoveries to offset loan balances and managing insurer relationships.
• Manage the Registry function, ensuring accurate loan, savings and KYC documentation in compliance with regulatory requirements.
• Supervise Member Processing & Support operations, including payment processing, correspondence and branch support.
• Contribute to departmental strategy, budgeting, policy development and cross‑functional governance.

Required profile

• Bachelor’s degree in Business Administration, Finance, Accounting or Management.
• Minimum 5 years progressive experience in collections/recoveries within a credit union, bank or financial institution.
• At least 3 years in a managerial or supervisory role overseeing multi‑functional teams.
• Strong analytical, communication and problem‑solving abilities with a customer‑service focus.

Required skills

• Experience with collections, recoveries and NPL portfolio management.
• Knowledge of loan settlement, garnishment, repossession and insurance claim processes.
• Familiarity with regulatory compliance, KYC and record‑keeping standards.