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Imagine a world where people live healthier, more enhanced and protected lives… A world in which each organisation is a powerful influencer and responsible corporate citizen, committed to being a force for social good. As a leading innovator in healthcare, wellness, insurance, investments, financial and life planning, Discovery works ceaselessly to...
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Job Purpose
The Credit Operations and Collections Team Leader is responsible for leading a team of credit specialist and collectors and overseeing day to day operations functions. The role includes user acceptance testing requirements with the aim of continuously improving and automating processes to ensure a seamless and digital customer experience.
Areas of responsibility may include but not limited to
Manages day to day back office operations ensuring operational quality and delivery against SLA’s (internal and external).
Ensures adequate UAT (User Acceptance Testing). Gives input into solution design at inception.
Ensures immediate support is available during system incidents and outages.
Leads the team with ongoing mentoring, coaching and development. Also conducts recruitment and resource planning for the team.
Continuously improves processes and systems to reduce load and improve client experience.
Manages, drives and monitors team performance and incentives.
Conducts Quality Audits on a sample of the team’s recons, cases and bank-initiated exceptions.
Proactively monitors exception drivers and continuous improvement processes to avoid future occurrences (error trending and root cause analysis).
Networks and builds strong relationships both internally and externally to achieve objectives.
Prepares and compiles monthly reporting.
Ensure IQS objectives are met monthly.
Responsible for performance management and disciplinary action.
Managing, analysis of, running and execution of operational reports.
Manages all financials aspects relating to the team i.e. overtime, leave and staff utilisation.
Skills
Required:
Analytical
Process mapping and improvement
Customer Focused
Risk operations
Detail orientated
Ability to prioritise
Deadline driven
Resilient
Able to work under pressure
Stress Management
Strong project management skills
Persuasion skills
Systems testing
Root cause analysis
Flexibility
Resourcefulness
Report writing
Preferred:
Strong verbal and written communication skills
Experience in credit and collections
Qualifications
Required:
A completed or studying towards a degree (Risk management/BCOM) and,
Studying towards or a completed NQF Level 5 FAIS qualification
Preferred:
Any relevant Banking, Financial or Business qualification
Studying towards or completed NQF Level 5 FAIS qualification
RE5
Experience
Required:
At least 2-3 years' leadership experience in a credit operations and collections environment.
Preferred:
Experience in leading a team in a financial services environment.
Experience in leading and managing a team with proven success.
Special Conditions
Shift work 24/7 or overtime may be required
EMPLOYMENT EQUITY
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
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