Job Description

Pepkor Vacancies – Middle Stage Collections Team Manager

Middle Stage Collections Team Manager – Pepkor Vacancies

Job Description

The Middle Stage Collections Team Manager is responsible for driving business performance by maximizing the collection of outstanding revenue for private label card accounts. This role involves effective planning, leadership, and supervision of collections operations and team activities to achieve set targets while maintaining high standards of customer service and compliance.

Key Responsibilities

Operational Management

• Oversee daily collections operations to ensure optimal performance and target achievement
• Develop and implement strategies to improve collector productivity and overall collections performance
• Monitor and manage performance standards to enhance operational effectiveness
• Review delinquent accounts and ensure proper queue management to minimize write-offs
• Ensure adherence to correct collection procedures and provide clear direction to team members
• Resolve escalated customer queries and complaints professionally
• Implement departmental goals and continuously improve operational processes
• Identify potential fraud and manage special or high-risk accounts
• Manage staffing forecasts and workforce management schedules
• Complete all required administrative tasks accurately

Team Leadership and Development

• Coach, mentor, and develop team members to enhance skills and performance
• Identify training needs and ensure ongoing development through structured coaching programs
• Support team members in resolving complex or escalated customer queries
• Drive team motivation through continuous engagement, counselling, and skills development
• Conduct regular quality assurance audits and provide constructive feedback

Team Administration

• Ensure effective onboarding and integration of new team members
• Conduct probation reviews within the first three months of employment
• Address behavioral and performance issues in line with company disciplinary policies
• Manage absenteeism in accordance with company guidelines, including return-to-work processes
• Maintain accurate records, including IR, absence, and performance improvement trackers
• Ensure timely processing of leave and payroll-related inputs

Performance Monitoring and Reporting

• Set, track, and report on individual and team performance targets
• Analyze reports to effectively manage departmental KPIs
• Conduct monthly performance reviews and address underperformance through structured improvement plans

Resource and Capacity Management

• Manage staffing requirements and workforce planning
• Support recruitment processes to ensure the hiring of suitable candidates
• Ensure the team has access to the necessary tools, systems, and resources to perform effectively

Requirements

Qualifications

• Grade 12

Experience

• Minimum of 5 years’ experience within a call centre environment
• At least 3 years’ experience in a similar collections management role
• Proven experience in Employee Relations, performance management, and absence management
• Experience managing and leading teams of 12 or more employees

Skills and Competencies

• Strong knowledge of collections processes and methodologies
• Understanding of Retail Credit Account Management and the consumer credit environment
• Knowledge of the National Credit Act (NCA) and legal processes related to collections
• Excellent verbal and written communication skills with the ability to engage at all levels
• Strong leadership, problem-solving, and decision-making abilities
• Proficiency in Microsoft Outlook, Word, and Excel
• Strong understanding of account management principles
• Ability to work in a fast-paced, target-driven environment with a focus on results

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