Permanent Department Manager – Pepkor Vacancies
Job Description
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Pepkor Vacancies – Department Manager
About the Role
Pepkor Vacancies is seeking an experienced Department Manager to lead the Collections function and drive sustainable profitability through effective credit risk management and collections strategy. This role is accountable for maintaining agreed delinquency and charge-off levels, optimizing collections performance, and continuously improving processes in line with credit and collections policies and applicable legislation. The Department Manager will also develop and motivate Collections Teams to achieve high performance and professional growth.
Key Responsibilities
Collections Strategy, Risk & Performance Management
- Operate in line with Credit and Collections Policy and applicable credit and debt collection legislation.
- Drive inbound and outbound calling strategies to maximize efficiency and effectiveness.
- Leverage call centre technologies to achieve productivity and performance targets.
- Achieve productivity targets while managing delinquency and charge-offs within agreed thresholds.
- Establish performance controls to highlight risks, improve collections outcomes, contain costs, and drive process improvements.
- Resolve disputes related to receivables and risk management with customers and internal stakeholders.
- Ensure receivables and risk reports are submitted to senior management as required.
- Analyse delinquency trends against industry benchmarks and economic conditions to continuously improve results.
- Collaborate with new business teams to improve credit quality.
- Review and approve monthly charge-off schedules and communicate outcomes to relevant stakeholders.
- Maintain accurate customer documentation and profiles.
- Stay current with all legislation impacting collections and the credit industry.
- Participate in relevant industry and credit forums to enhance professional knowledge.
- Execute ad-hoc projects and responsibilities as required.
Stakeholder Engagement & Governance
- Engage regularly with internal stakeholders to review collections performance and strategy.
- Ensure compliance with company policies, procedures, and governance standards.
Team Leadership & People Management
Leadership & Culture
- Lead and manage a team of Collections Team Managers to deliver departmental objectives.
- Provide visible leadership that promotes high performance, accountability, and customer focus.
- Drive strategic plans through effective recruitment, training, motivation, and performance management.
- Facilitate regular team engagements to strengthen communication, collaboration, skills development, and productivity.
- Build a cohesive, motivated, and results-driven leadership team.
Performance & Development
- Coach and mentor leaders, identify development needs, and maintain career growth plans.
- Set clear, measurable targets aligned to KPAs and conduct quarterly performance reviews.
- Manage underperformance and probation in line with company policy and contractual requirements.
People Administration & Compliance
- Address behavioral matters in line with the Disciplinary Policy.
- Manage absenteeism and return-to-work processes in line with Absence Management Policy.
- Oversee ESS/Sage transactions, unpaid leave, waybills, and overtime/special time submissions to payroll.
- Ensure effective collaboration across internal and external stakeholders.
Job Requirements
Experience
- Minimum 5 years’ experience in a Team Manager role.
- Minimum 3 years’ experience in a Department Manager role within a collections or credit environment.
Qualifications
- Grade 12.
- BCom in Management is advantageous.
- Diploma in Credit Management is advantageous.
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