Job Description

Pepkor Vacancies – Collections Team Manager

Collections Team Manager – Pepkor Vacancies

Job Description

An exciting opportunity is available for an experienced Collections Team Manager to lead a high-performing team within a dynamic, target-driven environment. This role focuses on maximizing the collection of outstanding revenue for private label card accounts through effective planning, supervision, and performance management of a collections team.

The successful candidate will be responsible for driving operational excellence, coaching team members, and ensuring compliance with company policies while maintaining a strong customer service focus.

Key Responsibilities

Team Leadership and Development

• Coach, mentor, and develop team members to enhance performance and productivity
• Identify training needs and ensure continuous development through structured coaching and upskilling
• Motivate and support the team through counselling, soft skills training, and product knowledge development
• Conduct regular quality assurance audits and provide actionable feedback

Operational Management

• Oversee daily collections operations and ensure achievement of targets
• Set, monitor, and report on individual and team performance targets
• Develop and implement strategies to improve collections performance and efficiency
• Manage delinquent accounts and ensure proper collection procedures are followed
• Minimize write-offs by actively managing account queues and performance

Performance Monitoring and Reporting

• Analyze and utilize reports to manage departmental KPIs effectively
• Conduct regular performance reviews and address underperformance in line with company policies
• Ensure accurate and timely reporting of operational performance

Team Administration

• Manage the full employee lifecycle including onboarding, probation reviews, and performance management
• Address behavioral concerns in accordance with disciplinary procedures
• Monitor and manage absenteeism in line with company policies
• Ensure accurate processing of leave, payroll inputs, and administrative trackers

Resource and Capacity Management

• Manage staffing requirements, forecasts, and workforce planning schedules
• Ensure effective recruitment and onboarding of new team members
• Provide the team with the necessary tools, systems, and resources to perform effectively

Customer Service and Compliance

• Promote a strong customer service culture and resolve escalated queries and complaints
• Continuously improve operational processes to enhance service delivery
• Ensure compliance with regulatory requirements and internal policies
• Identify and escalate potential fraud or irregular activities

Requirements

Leadership Competencies

• Strong leadership, coaching, and people management skills
• Excellent problem-solving, organizational, and negotiation abilities
• Strong communication skills with a customer-centric approach
• Ability to perform in a high-pressure, competitive, and fast-paced environment
• High levels of accountability, resilience, and decisiveness
• Strong influencing and decision-making capabilities

Technical and Functional Skills

• In-depth knowledge of collections processes and methodologies
• Understanding of consumer credit and legal processes within collections
• Knowledge of the National Credit Act (NCA) as it applies to collections
• Proficiency in Microsoft Office, account management systems, and dialler systems
• Strong analytical and numerical skills with attention to detail

Qualifications and Experience

• Grade 12 qualification
• Minimum of 5 years’ experience in a call centre environment
• At least 3 years’ experience in a Collections Team Manager or similar role
• Experience managing teams within a learnership environment is advantageous
• Valid driver’s license and own transport
• Willingness to work shifts, weekends, and public holidays as required

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