Job Description

Pepkor Vacancies – Collections Team Manager

Collections Team Manager

Company: Pepkor Vacancies

About the Program:
Pepkor is seeking an experienced Collections Team Manager to lead and manage a high-performing Collections team. The role focuses on maximizing collection of outstanding revenue for private label card accounts through effective planning, supervision, and team development in a dynamic, target-driven environment.

Key Responsibilities:

Team Leadership and Coaching

• Coach and mentor the team, identifying training needs and ensuring adequate development
• Upskill team members to resolve escalated customer queries
• Conduct weekly QA audits for agents
• Develop the team through motivation, counselling, soft skills, and product knowledge education

Team Administration

• Manage employee lifecycle including probation reviews, return-to-work processes, and behavioral concerns in line with company policies
• Monitor and manage team absenteeism and leave transactions through ESS
• Maintain daily trackers for IR, Absence & PIP, and manage payroll processes including overtime and special time

Collections Performance Management

• Set, track, and report individual and team targets
• Collate and utilise reports for KPI performance management
• Conduct monthly performance reviews and address underperformance in line with company policies
• Implement programs and procedures to improve collector productivity and operational efficiency
• Review delinquent accounts and manage special accounts
• Ensure correct collection procedures are followed and provide direction to employees

Operations and Customer Service

• Manage daily operations and resources to ensure team effectiveness
• Resolve customer complaints and queries
• Promote excellent customer service orientation and process improvements
• Monitor risk management, detect fraud, and escalate as required
• Implement section goals and objectives, ensuring SLA adherence

Resource and Capacity Management

• Manage staffing forecasts and recruitment for the team
• Ensure the team has the tools and resources required to perform effectively
• Communicate roles and responsibilities clearly to the team
• Maintain strong IR processes and influence across all levels

Technical and Functional Competencies

• Knowledge of collections processes, NCA compliance, and legal procedures in collections
• Understanding of consumer credit environment
• Strong problem-solving, organisational, and negotiation skills
• Proficient in MS Outlook, Word, Excel, Internet, Account Management Systems, and inbound/outbound diallers
• Strong numerical, analytical, and attention-to-detail skills
• Ability to think creatively and innovatively within area of accountability
• Resilient, solution-oriented, and adaptable in a competitive, dynamic environment

Qualifications and Experience

• Grade 12
• Minimum 5 years’ call centre experience
• At least 3 years in a Collections Team Manager or similar supervisory role
• Experience managing learners in a learnership advantageous
• Must have own transport and flexibility to work shifts, weekends, and public holidays on rotation

APPLY NOW

50 total views, 1 today

Apply for this Job

Name *

Email *

Message *

Upload resumé (pdf, doc, docx, zip, txt, rtf)

Upload cover letter (pdf, doc, docx, zip, txt, rtf)