Job Description

Pepkor Vacancies – Collections Team Manager

About the Role

Pepkor Vacancies is seeking an experienced Collections Team Manager to lead and develop a high-performing team within a fast-paced, target-driven collections environment. The role focuses on managing learners in the Collections Department to maximize recovery of outstanding revenue on private label card accounts through effective planning, direction, and supervision.

Key Responsibilities

Team Leadership, Coaching & Development

• Lead, coach, and mentor team members to achieve consistent performance.
• Identify training needs and ensure ongoing coaching and skills development.
• Upskill team members in resolving escalated customer queries.
• Conduct weekly QA audits and provide actionable feedback.
• Motivate, counsel, and develop staff through soft skills and product knowledge training.

Collections Performance & Operations

• Drive collections targets by setting, tracking, and reporting individual KPIs.
• Develop and implement initiatives to improve collector productivity and performance.
• Monitor operational performance and utilize reports to manage departmental KPIs.
• Review delinquent accounts and manage queues to reduce delinquency and write-offs.
• Ensure correct collection procedures are followed and continuously improved.
• Implement section goals and operational objectives.

Customer Service Excellence

• Promote a strong customer service culture within the team.
• Resolve customer complaints and queries efficiently.
• Continuously improve processes to deliver high-quality customer service.

Risk Management & Compliance

• Identify, manage, and escalate fraud and misrepresentation.
• Ensure compliance with regulatory and internal policies within the collections environment.

Team Administration

• Support onboarding and ensure new starters transition effectively into the team.
• Conduct probation reviews within the first three months.
• Manage absenteeism, return-to-work processes, and behavioral matters in line with policy.
• Maintain daily trackers for IR, absence, and PIP.
• Process leave on ESS and manage waybills, overtime, and special time submissions to payroll.

Performance Monitoring & Reporting

• Conduct monthly performance reviews and address underperformance through formal improvement plans.
• Collate and interpret performance reports to drive continuous improvement.

Resources, Capacity & Workforce Management

• Manage staffing forecasts and workforce scheduling requirements.
• Ensure effective recruitment practices when appointing new team members.
• Ensure teams have the tools, systems, and resources required to meet targets.

Leadership Competencies

Collections Team Manager candidates must demonstrate:

• Strong problem-solving, organizational, and negotiation skills.
• Excellent verbal and written communication with a customer-focused approach.
• The ability to lead, influence, and motivate people.
• Confidence, decisiveness, resilience, and adaptability to change.
• High levels of accountability, patience, and perseverance.
• The ability to perform under pressure in a competitive, target-driven environment.

Technical & Functional Competencies

• Strong knowledge of collections processes and methodologies.
• Sound understanding of the NCA and legal processes in a collections environment.
• Solid knowledge of the consumer credit environment.
• Proficiency in MS Outlook, MS Word, MS Excel, internet tools, account management systems, and inbound/outbound diallers.
• Strong numerical and analytical ability with high attention to detail.
• Demonstrated capability to lead people and manage IR processes effectively.
• Creative and innovative thinking within areas of accountability.

Qualifications & Experience

• Grade 12 with a minimum of 5 years’ call centre experience.
• At least 3 years’ experience in a similar Collections Team Manager role.
• Previous experience managing learners during a learnership is advantageous.
• Own transport is required.
• Willingness to work shifts, flexible hours, weekends, and public holidays on a rotational basis as required by operations.

APPLY NOW

51 total views, 2 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)