Managing the Collections and Credit Control Team

Why Attend

The structure, management, and positioning of a collection and credit control department will determine its impact upon an organization, even enhancing its role as a profit driver for the organization.

This course explores options for structuring the collections department; how to manage, what to manage, and what to measure.  The end result is more impactful management information, better-organized departments, and enhanced efficiency of collectors.

Course Methodology

The course includes real-life case studies, diagnostic tools, interactive exercises, and tools for participants to use in their organizations, as well as the opportunity for them to discuss their particular situations with an industry expert.

Course Objectives

By the end of the course, participants will be able to:

  • Reposition the credit function within their organization to create profit
  • Develop and manage the collections or credit control department
  • Identify the most appropriate role for each collections team member in order to create an efficient collections team
  • Redefine the internal image of collections and improve its importance in relation to the rest of the business
  • Drive the credit control department to achieve a change-adaptable team

Target Audience

This course is for professionals seeking to establish a credit function, or currently managing an existing credit function but aiming to enhance its profitability and operational efficiency with no defects. Team leaders and managers within collections, credit control, client accounts, or finance and accounting functions, from any industry, should attend this course. Banking or risk management professionals responsible for the performance and management of the collections and credit control function would also benefit from this course.

Target Competencies

  • Credit Control
  • Team Management
  • Onboarding
  • Change Management
  • Advanced Collections Management


South Africa

Training Dates:

Each course starts every Monday of each week. Please book your training on a date that is a Monday.

Course Duration:

Unit Standard:

NQF Level:

Number of Credits:

Course Fees

Note: Please fill in the online application form on the left or bottom if this page to receive a quotation with detailed pricing from AATICD.

How to Apply:

To Apply Simply Fill in the Online Enquiries / Applications form on the Right Sidebar or Bottom of this website


When filling the online application form; please take note of your desired Training Month, Duration in Weeks and Training Session. This will give us the exact dates you will be attending your classes.

Also note that Tuition Fees must be paid upfront on or before training start date. This is to ensure that all resources are made availabe for you before you start. You will not be allowed into training if fees are not paid and verified.

Also note that Tuition Fees Cancellations must be made 14 business working days before the starting date of training. This will allow us to do a 50% refund of the total amount paid. If cancellations are made thereafter note that no refund will be made to delegates.

Tuition Fees include teas and lunch as well as either a laptop or tablet which a delegate will take home free of charge.

Tuition Fee DOES NOT include Accommodation, Dinners and other Extra Curricular Activities or Incidentals. Delegates are expected to fund this on their own. AATICD will not be held accountable for any incidents to delegates.

In-House Trainings are also available for 3 or more delegates for any duration. Please consult with our Administration for such In-House training bookings.

Course Outline

  • The collections and credit control environment: a global perspective
    • Profit and collections fundamentals
      • Shifting from a cost center to profit center
      • Profitability in the workplace
      • Flexible business approaches
    • Flexing the variables of sales, cost, and price
      • Collections as ‘completion of the sale’
      • Controlling costs, prices, and profit
      • Identifying customers and their needs
    • Collections redefined as a profit center
    • Customers, products and marketing
      • The importance of a mixed portfolio
      • Selling to an existing customer base: cost-effective methods
      • Involving credit professionals at the design stage
    • Designing the competitive collections environment
      • Integrating the entire collections team
  • Developing the collections team
    • Division structure
      • How to plan and organize your collections ‘shop’
    • Specialist structure
      • Structuring and managing the specialized model
      • Reporting lines in the specialized model
      • Management Information System (MIS)
    • Centralized structure
      • Structuring and managing the centralized department model
      • Reporting lines in a centralized model
      • MIS
  • Testing team dynamics – identifying the collectors
    • Appropriate team and management styles of leadership in collections
    • Peter Lesson management test
    • Prof. Meredith Belbin team types
    • Ideal team players in each of the department models
    • Managing the fringe units
  • Managing the credit control department
    • Onboarding the collections team
      • Establishing cost-saving processes
    • Best practice in credit-related human resources
      • Redeveloping the employee specification
      • Recruitment for collections
    • Establishing the optimal physical environment for a collections department
  • Taking the function to a higher performance level
    • Managing change
      • Overcoming resistance to change
      • Recruiting supporters of your change
      • Communication and change
    • Communications within the team
    • Advanced collections
      • Capacity planning
      • Management overview of collector training, including exclusive call maps
    • Creating a credit learning environment
      • Learning cultures
      • Development of the collector through progressive learning
    • Managing the target-driven workplace
      • Service level agreements
      • Collection team dynamics and effective target setting
      • Zero defects environments