Credit Call Centre Operations, GM Africa Region at Pepkor Lifestyle

Job Purpose:

• To manage and lead the Contact centre workforce, inbound credit application, approvals, and fraud prevention functions. This role drives the achievement of agreed financial targets while ensuring alignment in competence, legal, and policy compliance between the Collection Strategies and optimal people management.

Key Responsibilities:

• Management and optimisation of the Central Approvals, Central Credit referrals, and Application Fraud functions.
• Delivery of the financial income statement and budget objectives for the full portfolio, managing operating and variable expenses within budget.
• Drive the ownership, execution, and optimisation of the Collection Strategy, campaigns, and Data Management through teams and individuals.
• Drive the achievement of collection targets to maximize collections and profitability, setting optimal daily and monthly targets for each team.
• Ensure full adherence and compliance to legislative and industry regulations, as well as company policies and procedures.
• Exert optimal impact upon the workforce, performance, People Management/Leadership, and Engagement.
• Manage and optimise all resources, including staff, recruitment processes, capacity planning, and performance.
• Interpret and act on reports and data to initiate and drive the correct business outcomes.
• Measure, evaluate, and report on the status of the Contact Centres against internal baseline acceptance and industry standards.
• Ensure effective team management in a customer-centric manner.

Competency Requirements:

Knowledge:

• Business Acumen and an understanding of the Retail environment.
• Sound working knowledge of all CAP, Regulations, legal, and related statutory regulations.
• In-depth knowledge of Pepkor Lifestyle Policies, Practices & Procedures.
• Workforce Management Systems knowledge.
• Knowledge of Recoveries processes within a Contact Centre.
• Mastery of core consultant curriculum and scripts for collections systems.

Skills:

• Management, leadership, and engagement skills.
• Communication and listening excellence.
• Financial acumen.
• Relevant systems proficiency, including MS Office and Quality Management Systems skills.
• Proven recognition and reward management skills.
• Proven coaching and mentorship capability.
• Sound labour and stakeholder relationship skills.
• High-level problem-solving skills.
• Planning and prioritising excellence.

Behaviours:

• Drive and energy.
• Courage, confidence, conviction, and decisiveness.
• Emotional maturity.
• Personal resilience.
• Taking action.
• Communication

Minimum Qualifications:

• Numeric and literacy equivalent to a B Degree or higher / National Qualifications Framework (NQF) 6.
• Minimum of 8+ years of total experience.
• 5 to 8 years of experience specifically in a Credit Call Centre.
• Proficient ethical leadership abilities.

Closing Date 01 July 2026