Department Manager: New Business (Confirmations and Document Vetting) at Tenacity Financial Services

• We are looking for an experienced Department Manager for our  New Business area to manage our confirmations and document vetting teams.
• Reporting structure: The successful candidate will be reporting to the Head of Sales Operations.

Requirements

The overall key performance areas are listed below

Oversee operational systems and processes

• Design and implement operational systems and processes in the  department to ensure alignment with industry standards and achievement of business targets, objectives and KPIs
• Assist with the research and benchmark of Document Vetting best practices and trends to ensure alignment with industry standards and achievement of the document vetting objectives
• Revise and adapt systems and practices based on the operational business needs and priorities
• Develop business case and requirement specification that will support any new system or functional change requirement within the department
• Continuously analyse and interpret data (daily/weekly/monthly) to identify optimization opportunities, gaps and risks
• Ensure compliance to all policy, procedure, regulatory and legal elements of the organisation
• Quality management and quality framework development and improvement
• Compliance management and monitoring controls – audit control management
• Regular update of all departmental Standard Operating Processes and process maps

Actively participate in project related activity

Ensure operational efficiency and productivity

• Meets and adheres to all Contact Centre SLA requirements
• Manage Document Vetting and Confirmations queue strategies effectively
• Meet all departmental performance KPI Scorecards (integrated management) 
• Ensure the effective and consistent application of human capital and continuous performance improvement and management within the department
• Continuously monitor KPAs in the department and monitor and report on these metrics – ensure timeous contracting of KPIs with respective lines at the beginning and end of each month
• Research and propose improvements in the department to support productivity and a positive work environment
• Manage the effective use and application of workplace resources and tools
• Ensure 100% adherence to WFM schedules and participate in forecasting and planning

Manage absence management procedure effectively, transparently and consistently in line with business process and company’s absence management policy

Operational performance management and reporting

• Analyse and interpret information and ensure daily, weekly and monthly monitoring of relevant key performance indicators
• Review and consider reports, update targets where needed and initiate appropriate corrective actions
• Compile investigation finding reports and monthly risk management reports including external trends and lessons learnt
• Ensure the Analysis of exit interview responses and feedback to Management from time to time
• Operationalize and validate all payroll related activity
• Management of overtime/special time/waybill ( transport offered to staff) related activity
• Have a detailed understanding of Health and Safety within an organization

Management of people

• Ensure team members have clear and realistic targets/goals which are assessed monthly through the KPA performance management reviews
• Provide visible and clear leadership to the team promoting a culture of high performance standards and customer centricity
• Hold regular one-on-one meetings with members of the team to identify any areas of concerns and implement appropriate corrective actions
• Mentor and coach staff and identify needs and update career growth plans
• Provide effective leadership to team members in order to achieve optimal efficiency of the department and to build a cohesive and well-motivated team
• Ensure team works effectively with individuals, customers both internal and external across the business
• Ability to engage management at all levels and across departments
• Address any behavioral concerns in line with the Company’s Disciplinary Policy
• Absence management and controls
• Management of Payroll and unpaid leave transactions
• Management of transport usage and overtime/special time to payroll
• Consequence Management
• Relationship management not limited to our retail partners

Experience

• 6-8 Years’ Contact Centre and Operational Management experience in a similar (New Business/ Sales/ Document Verification) environment of which at least 5 years should be in  a leadership capacity managing a group of Team Managers
• Experience within a Financial Services and/or Retail Credit environment
• Experience in Employee Relations, Poor Performance and Absence Management

Qualification

• Grade 12 / Matric or equivalent
• Relevant Bcom Degree or degree/ diploma in Business Management 
• Contact Centre certificates