Website Pepkor Payments & Lending
Pepkor Payments and Lending forms part of the Pepkor Group, and operates as a division of Pepkor Trading (Pty) Ltd, serving as a central support structure for Capfin and Tenacity Financial Services. As part of the Group, we benefit from the group’s size and expertise, affording us the opportuni… read morety to improve organisational efficiency. Our centralised support structure enables us to provide specialised and competitive lending and payment solutions to increase the operational effectiveness, output, and profits of Pepkor retail partners and our own business.
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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