Verification Officer

Verification Team Manager

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.