Jobs at Pepkor Payments & Lending

Key Performance Areas

Strategic Management

• Develop and execute the strategic roadmap for Quality Assurance, Workforce Management and Dialler Support, aligned to strategic business objectives.
• Translate and plan functional strategy into annual operating and project plans by providing clear communication of departmental direction and priorities
• Execute functional strategy through reviewing and reporting on operational and project plans to ensure departmental productivity improves year on year
• Benchmark operations against industry standards and implement best‑practice enhancements.
• Identify opportunities for automation, AI integration and digital optimisation to enhance efficiency.
• Lead Operations Support participation in approved projects and initiatives (e.g. system implementations, channel expansion, digital adoption)
• Identify and execute continuous improvement opportunities using data driven insights.

Operations Management

Workforce Management

• Collaborate with operational leaders and cross-functional teams to ensure WFM alignment with business objectives
• Produce reporting to key stakeholders based on data-insights to inform management decision-making
• Participate in annual budget cycles and provide resource planning recommendations
• Drive process automation, technology adoption, and project involvement for enhanced efficiency.

Quality Assurance

• Lead the overall QA function and implement a comprehensive QA framework to ensure compliance, call quality and customer experience excellence.
• Oversee effective trend analysis, reporting and insight generation to inform improvement initiatives
• Ensure governance is upheld through calibration, sampling, quality standards and compliance oversight.
• Benchmark QA practices against industry best practice.
• Drive technology adoption, automation opportunities and project-related QA enhancements.

Dialler Support Services 

• Oversee the delivery of effective Dialler Support Services and Dialler Administrator coverage across all Contract Centres, aligned to Contact Centre operating hours.
• Proactively monitor system performance, identifying and resolving issues promptly to minimise downtime and disruptions to operations.
• Conduct thorough analysis of system performance data, identifying trends, potential bottlenecks, and areas for improvement
• Help develop and maintain comprehensive documentation of performance metrics and troubleshooting procedures.  Ensure real-time monitoring, first-level troubleshooting and best practices in system usage.
• Ensure strict adherence and execution of Collections dialling strategies prescribed by Credit Risk.
• Oversee accurate and timely campaign data file loading as per campaign requirements
• Lead ongoing engagement with Communications Technology for upgrades, functional enhancements and roadmap planning.
• Support business projects, campaigns and service improvement initiatives.
• Provide regular reporting on campaign performance, dialler efficiency and system utilisation.

General

• Conduct budgeting and forecasting processes for own department and actively participate in annual budget cycle to support Contact Centre Executives with headcount budgets based on WFM resource planning.
• Manage departmental expense budgets in line with approved cost centre allocations.
• Identify, assess and monitor operational risks, ensuring compliance with policies, standards and regulatory requirements
• Identify cross-functional improvement initiatives and collaborate on digital optimisation projects with measurable impact
• Lead the overall Workforce Management function covering Forecasting, Scheduling, Real-Time Management, Capacity Planning and Reporting and Analytics.
• Ensure adherence to industry-accepted methodologies, calculations and reporting standards.
• Drive efficiency in resource utilisation, capacity planning and scheduling to meet SLAs and operational business targets

Leadership and People Management

• Build and sustain an engaged, high-performance culture across the Operations Support teams.
• Facilitate regular departmental communication to ensure teamwork, integration and alignment.
• Manage performance in accordance with company policies and frameworks.
• Inspire, coach and develop managers and teams; ensure readiness to meet evolving business needs.
• Maintain organisational structures, capability and career pathways aligned to strategic objectives.
• Establish and maintain succession plans.
• Ensure regular performance reviews and talent development activities.
• Model company values and leadership behaviours consistently.

Qualification and Experience

• Relevant tertiary qualification: BCom or Business Management Degree/Diploma
• Work experience: 8–10 years’ operational management experience in a large inbound and outbound, multi-channel contact centre environment
• Minimum of 5 years’ leadership experience managing middle management
• Direct experience in Operations Support functions, including Quality Assurance (QA), Workforce Management (WFM), and Dialler Support
• Strong exposure to QA frameworks, WFM methodologies, workforce management systems, and forecasting principles
• Solid understanding of Quality Assurance methodologies and frameworks (e.g. ISO, Total Quality Management, Six Sigma)
• Knowledge of dialler support, administration, and dialler systems would be advantageous
• Strong understanding of contact centre best practices and performance analytics
• Experience in process engineering, SOP development, and compliance management
• Proven ability to lead and manage multi-disciplinary teams

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Key Performance Areas:

Business Analysis Planning and Monitoring

• Identify the appropriate stakeholders
• Determine the activities required to successfully complete the business analysis
• Track and communicate the progress of work items throughout the SDLC
• Accurately estimate the required business analysis of work items
• For analysis purposes, have a detailed understanding of the source system (including accounting structure, rules and calculations)

Requirements Elicitation, Management and Collaboration

• Investigate, evaluate, design and propose solutions to address business requirements
• Validate that the stated requirements match the stakeholders’ expectations
• Work with project stakeholders to identify, model, and then document their requirements and business domain details
• Structure the requirements in the agreed format so that it is understandable by all stakeholders
• Ensure the timely analysis and documentation of business requirements for the delivery team
• Strong interpersonal and communication skills to help the team work together and to provide a good service
• Communicate the requirements to all stakeholders and obtain stakeholder sign off within the estimate
• Facilitate meetings, give presentations, resolve conflict and negotiate and influence others
• Workshop with a group to capture several independent sources of information relating to the project, gaining consensus where possible
• Capture areas of opposing opinion.

Requirements Analysis

• Ensure that requirements are prioritized.
• Use a combination of text, matrices, diagrams and formal models to conceptualise the requirements
• Define Assumptions, Constraints and Risks
• Ensure that requirements specifications meet the necessary standard of quality
• Validate that all requirements support the Pepkor Payments and Lending business architecture

Solution Assessment and Validation

• Ensure that the proposed solution meet the stakeholders’ requirements
• Assist the testing team to ensure the solution is validated against the business requirements
• Assess whether the organisation is ready to make effective use of the solution

Enterprise Analysis

• Identify new capabilities required to meet the business need
• Define which new capabilities a project iteration will deliver

Life Cycle Management

• Act as interface with business and the delivery team during the SDLC
• Understands and can describe the basic function of the business’s core system

Qualification:

• 3-year tertiary qualification in relevant technical/financial/analytical related field of study
• Diploma in Business Analysis from FTI or equivalent

Experience:

•  6 Years in a similar role in a formal business analysis environment

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Key Performance Areas

Strategy & Transformation

• Define and execute a forward-thinking, customer-centric collections strategy
• Drive segmentation across the collections lifecycle to improve outcomes
• Lead digital initiatives including automation, self-service, and omnichannel engagement (SMS, WhatsApp, online platforms)
• Utilise data and predictive analytics to optimise recovery strategies

Operations Management

• Lead end-to-end collections operations across all channels
• Drive performance against key metrics such as yield, roll rates, and productivity
• Implement best practice methodologies and continuous improvement initiatives
• Ensure accurate and insightful reporting on collections performance

Financial Management

• Optimise cost-to-collect and overall collections profitability
• Manage budgets, forecasts, and financial risks
• Monitor arrears, write-offs, and financial performance

Leadership & People Management

• Build and lead a high-performing, accountable collections team
• Develop leadership capability and succession pipelines
• Drive a culture of performance excellence and continuous improvement

 Governance & Stakeholder Engagement

• Ensure compliance with regulatory frameworks (NCA, POPIA, Labour Law)
• Manage relationships with external agencies and service providers
• Engage with internal stakeholders and regulators
• Mitigate operational, reputational, and conduct risks

Qualification and Experience

• Relevant tertiary qualification: BCom/Business Management Degree/Diploma.
• Up to 10 years’ experience in operations
• Minimum 5 years in a senior leadership role within collections
• Proven experience managing large-scale collections operations (preferably contact centre-based)
• Strong background in financial management, analytics, and performance optimisation
• Demonstrated experience in digital transformation or automation initiatives

Closing Date: 15 May 2026