Job Description

Pepkor Vacancies – Middle Stage Collections Team Manager

Middle Stage Collections Team Manager – Pepkor Vacancies

About the Role
Pepkor is seeking a results-driven Middle Stage Collections Team Manager to lead and manage collections operations within a dynamic, performance-focused environment. This role is responsible for maximizing the recovery of outstanding revenue on private label card accounts through effective planning, leadership, and team supervision.

Key Responsibilities

Operations Management

• Oversee daily collections activities to ensure optimal performance and productivity
• Develop and implement strategies and procedures to improve collections efficiency
• Monitor and manage performance standards to enhance operational effectiveness
• Review delinquent accounts and guide the team in achieving recovery targets
• Ensure correct collections processes are followed and provide direction for continuous improvement
• Minimize write-offs by effectively managing agent queues and delinquency levels
• Handle and resolve customer complaints and escalated queries professionally
• Identify potential fraud cases and manage special accounts accordingly
• Complete administrative tasks accurately and timeously

Team Leadership and Development

• Coach, mentor, and support team members to achieve individual and team targets
• Identify training needs and deliver ongoing coaching and development initiatives
• Upskill team members to handle complex and escalated customer interactions
• Foster team growth through motivation, counselling, and skills development
• Conduct weekly quality assurance audits and provide feedback for improvement

Team Administration

• Ensure effective onboarding and integration of new team members
• Conduct probation reviews during the first three months of employment
• Manage employee relations issues in line with company disciplinary procedures
• Monitor absenteeism and ensure compliance with absence management policies
• Maintain and update performance and attendance trackers regularly
• Ensure accurate processing of leave, overtime, and payroll-related activities

Performance Monitoring and Reporting

• Set, track, and report on individual and team performance targets
• Analyze reports to drive improvements in departmental KPIs
• Conduct monthly performance reviews and address underperformance through structured plans
• Ensure alignment with company performance improvement policies

Resource and Capacity Management

• Manage staffing forecasts and workforce planning requirements
• Support recruitment processes to ensure the right talent is hired
• Ensure the team has access to appropriate systems, tools, and resources to perform effectively

Job Requirements

Qualifications

• Grade 12 or equivalent qualification

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 at least 12 employees

Skills and Competencies

• Strong understanding of collections processes and methodologies
• Knowledge of retail credit account management and the consumer credit environment
• Familiarity with the National Credit Act (NCA) and collections-related legal processes
• Excellent verbal and written communication skills with the ability to engage at all levels
• Proficiency in MS Office applications including Outlook, Word, and Excel
• Strong organizational, analytical, and problem-solving abilities
• Ability to work effectively in a high-pressure, target-driven environment
• Strong leadership and team management capabilities
• High attention to detail and commitment to operational excellence

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