Credit Operations Team Leader at Discovery Limited

Job Purpose

The Credit Operations Team Leader is responsible for leading a team of credit specialist 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 environment.
• Evaluating clients’ financial information and assessing risk.
• Preferred:
• Experience in leading a team in a financial services environment.
• Experience in leading and managing a team with proven success.