Job Description

Pepkor Vacancies – Collections Team Manager

Collections Team Manager – Pepkor Vacancies

About the Role
Pepkor is offering an exciting opportunity for an experienced Collections Team Manager to lead a high-performing team in a fast-paced, target-driven environment. The role focuses on maximizing the recovery of outstanding revenue for private label card accounts through effective planning, leadership, and operational management within the Collections Department.

Key Responsibilities

Team Leadership and Development

• Coach, mentor, and develop team members to achieve individual and team performance targets
• Identify training needs and implement ongoing coaching and development initiatives
• Support team growth through motivation, counselling, and continuous skills enhancement
• Conduct regular quality assurance audits and provide constructive feedback

Operations Management

• Oversee daily collections operations to ensure efficiency and productivity
• Develop and implement strategies to improve collections performance and recovery rates
• Monitor delinquent accounts and guide the team on appropriate collection actions
• Ensure adherence to correct collection procedures and best practices
• Manage queues and reduce delinquency levels while minimizing write-offs

Performance Monitoring and Reporting

• Set, track, and report on individual and team targets aligned to departmental KPIs
• Analyze performance reports to drive continuous improvement
• Conduct regular performance reviews and address underperformance in line with company policies
• Implement performance improvement plans where necessary

Team Administration

• Manage the full employee lifecycle including onboarding, probation reviews, and performance management
• Address behavioral concerns in accordance with company disciplinary procedures
• Monitor absenteeism and ensure compliance with absence management processes
• Maintain accurate records including attendance, performance trackers, and leave management
• Ensure payroll-related processes such as overtime and special time submissions are completed accurately

Resource and Capacity Management

• Plan and manage staffing requirements and forecasts
• Ensure effective recruitment and onboarding of new team members
• Provide the team with the necessary tools, systems, and resources to perform effectively
• Optimize workforce management schedules to meet operational demands

Customer Service Excellence

• Promote a strong customer-centric culture within the team
• Handle escalated customer complaints and ensure timely resolution
• Continuously improve processes to enhance customer experience and service delivery

Risk Management and Compliance

• Ensure compliance with collections policies, procedures, and regulatory requirements
• Identify and escalate potential fraud or misrepresentation cases
• Maintain adherence to all relevant legislation and internal controls

Job Requirements

Qualifications and Experience

• Grade 12 or equivalent qualification
• Minimum of 5 years’ experience in a call centre environment
• At least 3 years’ experience in a collections management role
• Experience managing teams, including learners, is advantageous
• Must have own transport
• Willingness to work shifts, weekends, and public holidays as required

Leadership Competencies

• Strong leadership and people management skills
• Excellent communication and interpersonal abilities
• High level of resilience and ability to perform under pressure
• Strong problem-solving, organizational, and negotiation skills
• Ability to influence, motivate, and drive team performance
• Accountability, decisiveness, and adaptability

Technical and Functional Competencies

• In-depth knowledge of collections processes and methodologies
• Understanding of the National Credit Act (NCA) and collections-related legal processes
• Knowledge of the consumer credit environment
• Proficiency in MS Office (Outlook, Word, Excel) and collections systems
• Strong analytical and numerical skills with attention to detail
• Ability to manage inbound and outbound dialer systems effectively

Key Skills and Attributes

• Solution-oriented mindset with innovative thinking
• Strong time management and organizational skills
• Ability to multitask and prioritize effectively
• Commitment to delivering results and achieving performance targets
• Strong focus on continuous improvement and operational excellence

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