Job Description

Pepkor Vacancies – Collections Team Manager

Collections Team Manager

Company: Pepkor Vacancies

About the Role:
Pepkor is seeking an experienced Collections Team Manager to lead a dynamic and target-driven team within our Collections Department. This role focuses on maximizing the collection of outstanding revenue for private label card accounts through effective planning, direction, and supervision.

Key Responsibilities:

Team Leadership & Development:

• Coach, mentor, and upskill team members to improve performance and resolve escalated customer queries.
• Identify training needs and ensure continuous learning through soft skills, product knowledge, and performance coaching.
• Conduct QA audits and performance reviews to maintain high team standards.

Operational Management:

• Drive daily collections operations, including target setting, tracking, and reporting for each agent.
• Develop and implement programs to improve collector productivity and operational efficiency.
• Manage delinquent accounts, minimize write-offs, and ensure correct collection procedures are followed.
• Detect potential fraud and escalate issues to relevant departments.

Team Administration:

• Oversee employee lifecycle activities, including onboarding, probation reviews, absenteeism management, and behavioral concerns in line with company policies.
• Ensure accurate processing of leave, overtime, and payroll-related administrative tasks.

Performance Monitoring & Reporting:

• Collate and utilize reports for performance management of department KPIs.
• Address underperformance using structured improvement policies and track team progress.
• Manage staffing forecasts, WFM schedules, and recruitment to maintain optimal resourcing.

Customer Service & Compliance:

• Promote excellent customer service standards and resolve customer complaints effectively.
• Ensure adherence to risk management, compliance, and legal requirements within the collections environment.

Required Competencies:

Leadership:

• Strong problem-solving, organizational, and negotiation skills.
• Excellent communication (verbal and written) and customer service focus.
• Ability to lead, influence, and motivate people in a competitive, target-driven environment.
• Confidence, decisiveness, resilience, and adaptability.
• Accountability, patience, and tenacity.

Technical & Functional:

• Knowledge of collections processes, methodologies, and the NCA as it applies to collections.
• Understanding of consumer credit and legal processes in collections.
• Proficiency in MS Office, account management systems, and inbound/outbound diallers.
• Strong numerical and analytical skills with attention to detail.

Qualifications & Experience:

• Grade 12 with a minimum of 5 years’ call centre experience.
• At least 3 years in a collections management role.
• Experience managing learners in a learnership program is advantageous.
• Own transport and flexibility to work shifts, weekends, and public holidays.

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