Debt Review Operations Manager X3
Standard Bank
Johannesburg, Gauteng, ZA
1d ago
source : Latest Jobs
  • Key Responsibilities / Accountabilities Excellent, consistent Customer Experience
  • Regularly monitor customer experience to meet required performance targets
  • Consistently enhances the customer service experience through : On-going coaching Motivating and inspiring staff through thought leadership Consistent communication of business requirements through regular team interaction Change management : Initiate, lead and embed change Ensuring all team members are business advocates (promotes image and brand of Standard Bank) Management of Operational Efficiency
  • Manages and executes operational and performance targets according to Credit Recoveries and Rehabilitation strategy
  • Initiates and drives operational plans to ensure continuous improvement and efficacy
  • Engages team on business strategy updates or changes in a timeous manner
  • Complete attendance tracking, payroll and reporting administration
  • Implements, owns and drives holistic Credit Recoveries and Rehabilitation improvement initiatives as directed by the business
  • Maintains good working relationships within the business (i.e. Complaints and Resolution, HR, L&D etc.)
  • Manages and maintains the budget
  • Interacts with other functions / business units to ensure optimal support for Credit Recoveries and Rehabilitation operations
  • Analyses structured performance reports and provides recommendations accordingly and where applicable implements recommendations
  • Encourages continuous improvement and an innovation culture Management of Risk and Compliance
  • Use and / or develop and implement risk measurements, risk management systems, processes and policies within the business
  • Proactively identify operational deficiencies, adverse trends and manage risk within the area
  • Appropriately report all operational risk (i.e. boundary events, potential fraud) to Senior Manager / Risk and Compliance / Loss Control / relevant stakeholders
  • Understands and dynamically applies appropriate Business Continuity Management (BCM) plans when called for Management of Quality standards
  • Ensures all Credit Recoveries and Rehabilitation processes and procedures are compliant with communicated quality standards
  • Quality Monitoring of recovery calls
  • Track and monitor business / regulatory compliance
  • Track and monitor queue management activities
  • Identifies, distributes, mentors and coaches on best practices to Team Leaders People management Creates, develop and manage a high performing team in line with Standard Bank’s values by :
  • Understanding the business unit strategy and annual operating plan in order to provide and communicate accurate, relevant and timeous information to team members
  • Advocate for CRR Team : Leads and manages team
  • Provides support, feedback, and guidance at the point of need to resolve difficult situations
  • Recognises individual and team achievements
  • Proactively manage misconduct, below standard performance and poor customer experience through the relevant HR principles and guidelines
  • Regularly monitor staff sentiment and staff morale and address accordingly
  • Proactively shares knowledge and experiences
  • Focuses on team development and constructive performance feedback using coaching approach
  • Builds an environment and culture that enables the contact centre to meet its goals
  • Interacts with and provides leadership to contact centre teams
  • Recruitment, on-boarding, upskilling and retention of teams
  • Measures attrition levels within the contact centre and creates a retention management and recruitment strategy and plan in liaison with HR
  • Implement talent development and succession planning
  • Treat all individuals equally, fairly, with dignity and respect.
  • Ensure compliance with all HR & IR processes and procedures (disciplinary procedures, EPM, staff files etc.)
  • Ability to identify, manage and appropriately escalate employee wellness related matters
  • Sets team & individual targets and measures and manages performance
  • Identifies and supports training needs
  • Client Focus
  • Employee Engagement
  • Risk and Conduct
  • Social Economic & Environment
  • Financial Outcome Preferred Qualification and Experience
  • 3 year diploma / degree
  • Minimum Internal to SBSA : 2 years exposure of leadership aligned to Personal Development Plan External to SBSA : 3 year’s experience in managing a team
  • 5 - 8 years’ experience in Customer Credit / Collections
  • In terms of the Financial Advisory and Intermediary Services Act No 37 of 2002, (FAIS) no staff member is permitted to provide any financial advice or intermediary services to a customer, in terms of a financial product, as defined in the Act, unless they have been appointed as a representative of an authorised Financial Services Provider.
  • In this position an individual is not an accredited representative in terms of FAIS and is therefore prohibited from giving any advice or intermediary service to a customer in terms of a financial product, as determined by FAIS.
  • In a non-Representative position, a staff member may sell financial products based on factual information, by describing the product features and benefits and at no time make a suggestion, recommendation, guidance or proposal to the customer that will lead the customer to buy a financial product as defined in FAIS.
  • Ensure that customers provide / have provided documentation as required in terms of FICA / KYC legislation. Knowledge / Technical Skills / Expertise
  • Good understanding of Debt Review processes
  • Knowledge of secured and unsecured products (i.e. Access Loans, Revolving Credit Plan, RCP, Non-performing loans etc.)
  • Knowledge of Standard Bank’s collections policies and procedures
  • Knowledge of Legislative Regulations (i.e. FAIS, NCA, NCR etc.)
  • Knowledge of legal implications of default
  • Knowledge of Code of Banking Practice
  • Knowledge of risk, fraud management and credit principles
  • Knowledge of QA Principles and methodology
  • Knowledge of product lifecycle in collections
  • Knowledge of the bank’s systems, policies and procedures
  • Knowledge of Human Resources (HR) and Industrial Relations (IR) processes
  • Basic knowledge and understanding of accounting terminology
  • Advanced literacy / communication skills : Speaking, Listening and Writing
  • Display forum and meeting management : Ability to effectively use the meeting to build knowledge, facilitate business discussions etc.
  • Seasoned computer skills : Ability to use required hadware, software and systems i.e. MS Office
  • Proficient ability to manage customer interactions across multiple channels (e.g. computer, facsimile, printer / copier, database software, e-mail and SMS)
  • Seasoned compliance knowledge : Knowledge of, and adherence to, legal, national and international standards, as necessary
  • Seasoned operational or production planning and scheduling using metrics, schedules and rosters for the team taking into account operational constraints to provide uninterrupted customer service delivery
  • Proficient understanding audit philosophy and methodology
  • Seasoned ability to develop / contribute to cost budget and integrate into a larger cost budget
  • Proficient ability to understand, assess and manage risk
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