Contact Centre Leadership Development Manager

Perch Connect; KwaZulu-Natal; On-site; ZAR 1,000,000 - 1,400,000; Full time

Job summary

Perch Connect in South Africa seeks a Contact Centre Leadership Development Manager to coach Team Leaders in a regulated debt purchase and collections operation, ensuring high performance, compliance and strong customer outcomes. You will design development plans, deliver leadership coaching, monitor KPIs and partner with Compliance, QA and Workforce Planning to drive continuous improvement.

Experience in UK debt purchase, FCA rules, and proven people-leadership are essential; this role requires

Qualifications

• Significant leadership experience within a UK debt purchase, debt collection or credit services environment.
• Proven track record of coaching and developing Team Leaders and first-line managers.
• Strong understanding of FCA regulations, Consumer Duty, Treating Customers Fairly principles and collections best practice.
• Experience creating and monitoring development plans and leadership programmes.
• Demonstrable experience improving operational performance through coaching and development.

Responsibilities

• Act as the primary coach and mentor for Team Leaders across the operation.
• Conduct regular leadership observations, coaching sessions and capability reviews.
• Develop structured development plans tailored to individual Team Leader needs.
• Support Team Leaders in improving people management, performance management and coaching effectiveness.
• Create succession plans and identify future leadership talent within the operation.
• Measure and report on leadership effectiveness and development outcomes.
• Support Team Leaders in improving team performance against key operational KPIs.
• Translate performance insights into actionable coaching and improvement plans.
• Provide subject matter expertise on UK debt purchase and collections operations.
• Ensure Team Leaders understand regulatory requirements, customer vulnerability considerations and fair customer outcomes.
• Work closely with Operations, Compliance, Quality Assurance, Workforce Planning and Learning & Development teams.
• Build strong relationships with senior leaders and operational stakeholders.
• Present performance insights, development plans and recommendations in a clear and professional manner.
• Identify root causes of recurring performance or behavioural issues.
• Develop practical solutions to improve leadership capability and operational effectiveness.
• Lead improvement initiatives designed to increase productivity, engagement and outcomes.

Skills

Leadership development

Coaching & mentoring

Performance management

Data analysis

Strategic thinking

Communication & influencing

Problem solving

Stakeholder management

Continuous improvement

Regulatory & compliance awareness

Customer outcome focus

Tools

FCA regulations knowledge

Job description

Purpose of the Job :

The Contact Centre Leadership Development Manager is responsible for developing, coaching and enhancing the capability of Team Leaders within a regulated debt purchase and collections environment. The role's primary focus is to create high-performing leaders who can effectively manage customer-facing teams, deliver excellent customer outcomes, achieve operational targets and maintain compliance with FCA and company standards. The successful candidate will combine strong leadership coaching expertise with extensive knowledge of the UK debt purchase industry, enabling them to identify capability gaps, implement development plans and drive continuous improvement across the operation.

Key Responsibilities :

Leadership Development & Coaching

• Act as the primary coach and mentor for Team Leaders across the operation.
• Conduct regular leadership observations, coaching sessions and capability reviews.
• Develop structured development plans tailored to individual Team Leader needs.
• Support Team Leaders in improving people management, performance management and coaching effectiveness.
• Create succession plans and identify future leadership talent within the operation.
• Measure and report on leadership effectiveness and development outcomes.

Performance Improvement

• Support Team Leaders in improving team performance against key operational KPIs.
• Translate performance insights into actionable coaching and improvement plans.

Operational & Industry Expertise

• Provide subject matter expertise on UK debt purchase and collections operations.
• Ensure Team Leaders understand regulatory requirements, customer vulnerability considerations and fair customer outcomes.
• Work closely with Operations, Compliance, Quality Assurance, Workforce Planning and Learning & Development teams.

Stakeholder Communication

• Build strong relationships with senior leaders and operational stakeholders.
• Present performance insights, development plans and recommendations in a clear and professional manner.

Problem Solving & Continuous Improvement

• Identify root causes of recurring performance or behavioural issues.
• Develop practical solutions to improve leadership capability and operational effectiveness.
• Lead improvement initiatives designed to increase productivity, engagement and outcomes.

Skills & Experience :

Essential Experience

• Significant leadership experience within a UK debt purchase, debt collection or credit services environment.
• Proven track record of coaching and developing Team Leaders and first-line managers.
• Strong understanding of FCA regulations, Consumer Duty, Treating Customers Fairly principles and collections best practice.
• Experience creating and monitoring development plans and leadership programmes.
• Demonstrable experience improving operational performance through coaching and development.

Key Competencies

• Leadership Development
• Coaching & Mentoring
• Performance Management
• Data Analysis
• Strategic Thinking
• Communication & Influencing
• Problem Solving
• Stakeholder Management
• Continuous Improvement
• Regulatory & Compliance Awareness
• Customer Outcome Focus

Working Hours :

Mon-Fri: 9am-5.30pm/10am-6.30pm (SA Time)