Verification Team Manager at Mango5

KEY RESPONSIBILITIES:

• Lead, manage and support a team of Merchant Verification Officers to achieve daily and weekly targets.
• Allocate workloads, manage priorities and ensure tasks are completed within agreed timelines.
• Monitor team productivity, quality, outstanding records, exceptions and rework.
• Conduct quality checks and spot-audits to ensure accuracy and compliance with required standards.
• Identify recurring errors and implement corrective actions to improve team performance.
• Provide regular coaching, feedback and performance guidance to team members.
• Manage attendance, schedules, leave coverage and overall team engagement.
• Address performance concerns and manage employee matters in line with Mango5 policies and procedures.
• Handle escalations relating to verification discrepancies, documentation, compliance and data security.
• Monitor and report on daily, weekly and overall team performance.
• Prepare weekly operational reports covering productivity, quality results, challenges and progress against targets.
• Act as the day-to-day operational point of contact for the client.
• Lead regular progress meetings and ensure that agreed actions are followed through.
• Work closely with Mango5 Operations, Recruitment, HR, L&D and other support departments to ensure smooth operations.
• Ensure the team follows company policies, POPIA requirements, confidentiality and data security procedures.

WHAT WE'RE LOOKING FOR:

• Matric (Grade 12).
• Minimum 3 years of experience in finance administration, verification, compliance or back-office operations – preferred.
• At least 1 year of team leadership or supervisory experience.
• Experience managing productivity, quality, and operational performance in a target-driven environment.
• Proven experience coaching, developing and managing employee performance.
• Good understanding of financial documentation, verification and reconciliation processes.
• Experience handling confidential financial information.
• BPO or contact centre experience – advantageous.
• Experience with Xero and CRM systems – advantageous.
• Strong Microsoft Excel, Outlook and MS Teams skills.
• Excellent verbal and written communication skills.
• Strong organisational, analytical and problem-solving abilities.
• Ability to manage client relationships, handle escalations and provide operational feedback.
• A hands-on leadership approach with strong accountability and decision-making skills.
• Clear criminal record.

WORKING HOURS:

• Monday – Friday
• 08:00 – 17:00

REMUNERATION PACKAGE:

• Basic Salary
• Attendance
• Commission

BENEFITS (AFTER 3 MONTHS):

• Medical Insurance
• Emergency Assistance
• Access to LMS for continuous learning and growth.