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Felicity McPherson

@felicitymcpherson

Message

I’m a senior collections and operations leader, driving KPI-led performance improvements and high-accountability teams.

South Africa

Message

What I'm looking for

I’m looking for a KPI-driven financial services role where I can lead high-accountability collections operations, improve workflows through data and root-cause analysis, and develop remote or hybrid teams while partnering on scalable process and technology improvements.

I’m a results-driven Collections and Operations Leader with over 30 years of experience leading high-performance collections, credit, and operational teams in the financial services industry. I’ve built strong outcomes through KPI management, process optimisation, accountability frameworks, coaching, and operational leadership.

Since 2009, I’ve led end-to-end collections operations across preventative, early-stage, and late-stage arrears environments, spanning a Collections Call Centre and regional branch network. I manage operational performance through collections metrics, productivity reporting, and structured performance management, while maintaining service delivery standards—even while leading remote teams for the past five years.

I focus heavily on workflow efficiency and execution quality. I’ve driven process improvement initiatives, identified operational bottlenecks and performance gaps, and implemented corrective action plans to strengthen collections outcomes and operational consistency.

I also partner across stakeholders to implement scalable collections systems and operational improvements. I’ve directly led and developed multi-layer teams, managed departmental budgets and resource planning, and prepared performance reports to support strategic decisions and continuous operational improvement.

Experience

Work history, roles, and key accomplishments

Senior Operations & Collections Manager

Old Mutual Finance

Dec 2009 - Oct 2025 (15 years 10 months)

Led end-to-end collections operations across preventative, early-stage, and late-stage arrears environments. Managed KPI-driven performance, remote team delivery for 5 years, and developed collections leadership for multiple teams, directly overseeing 2 Collections Managers and 1 Operations Manager.

Accounts Receivable Collections Management KPIs Remote Team Leadership Process Improvement Root Cause Analysis Operational Controls

Collections & Credit Manager

Absa

Dec 2005 - Apr 2009 (3 years 4 months)

Managed collections and credit operations across multiple high-volume teams, improving workflow efficiency through monitoring systems and operational controls. Led recruitment, coaching, training, performance reviews, and succession planning for Team Leaders and collections staff, including 4 Team Leaders overseeing 54 staff.

Credit Control Collections Operations Operational Controls Team Leadership Recruitment Performance Management Workflow Optimization

Team Manager (Call Centre)

Rcs (Retail Credit Solutions)

Aug 2001 - Nov 2005 (4 years 3 months)

Managed inbound and outbound collections within a legal recoveries environment, monitoring consultant productivity and maintaining operational standards. Oversaw legal recoveries, vendor management, administration processes, and led Team Leaders, Legal Consultants, and Administrative teams to achieve collections targets.

Call Centre Collections Recoveries Performance Reviews Vendor Management Team Leadership Administration Escalation Handling

Team Leader

Nedbank Ltd. (Ex-Cashbank)

Oct 1995 - Aug 2001 (5 years 10 months)

Managed collections operations and client account recoveries, driving service improvements through coaching and performance appraisals. Produced operational reports, completed monthly audit checks, and approved legal handovers for problematic accounts, including receiving the Managing Director’s Award.

Collections Operations Client Account Recoveries Coaching Operational Reporting Audit Quality Assurance

Credit Controller & Team Leader

First Pref Finance (Beares Group)

Feb 1989 - Oct 1995 (6 years 8 months)

Managed credit control and collections activities to minimize bad debts and improve cash flow, while maintaining client relationships. Conducted credit assessments, verified financial statement accuracy, and ensured compliance with internal procedures while leading team efforts as a Team Leader.

Credit Control Collections Cash Flow Management Client Relationship Management Compliance Team Leadership