Head of Loan Servicing at Prodigy Finance

What will you do in the role?

• We are looking for an experienced Manager to supervise, guide and develop our Servicing and Repayments teams. They will also maintain and improve our repayments infrastructure, systems and data. This person will be fully accountable for mastering and managing the impacts of payments performance globally on all aspects of our business model. The role will extend to the strategic integration and consolidation of multiple systems and processes within the repayments space to ensure world-class, efficient and consistent delivery for both the business and our customers.

Prodigy Finance’s Payments & Servicing Teams are currently based in South Africa, with the role reporting to the Head of Operations.

What are some of the responsibilities of this role?

• Management of Servicing team (front office customer operations) and repayments team (back office cash processing and reconciliations)
• Defining and implementing loan servicing strategies (in conjunction with Credit Risk and Collections teams)
• Maintenance, development and day-to-day running of the software systems used in the servicing and repayments space, including maintaining customer data (e.g. Financier loan management system) 
• Work closely with Product and Tech teams to drive improvements in the Pay domain (servicing and repayments systems) taking joint responsibility for the customer journey from loan disbursement to settlement
• Ensuring team and process compliance with consumer credit and regulatory requirements (supported by the Legal & Compliance team)
• Willingly getting into the details and “the trenches” to understand our processes and form the right strategies and tactics to protect and improve book health
• Proactively driving initiatives to improve performance metrics and optimisation
• People centricity and adopting a coaching style of leadership in order to lead and develop your team
• Curiosity and seeking to fully understand the processes and data that underpin the servicing ecosystem in a global context

What will you be measured on?

• Operations customer service and account processing - Ensure capacity planning, front and back office service levels and customer service is maintained at the highest standards

Book health - In collaboration with the pay domain, credit risk and collections team:

• Drive initiatives and campaigns to ensure customer contactability and engagement that ultimately maintains and improves book health and repayment rates
• Day to day management and monitoring of payment channel performance
• Process and business optimisation - Surface and drive process and system improvements that foster automation, customer self service and increased processing accuracy, all of which reduce servicing costs per loan.
• Compliance and licensing - work with SMEs and our legal and compliance team to identify compliance gaps and implement measures to ensure our compliance and licensing requirements are met across all relevant jurisdictions.

Qualifications and experience

• Bachelor’s Degree
• Solid and analytical knowledge of consumer credit, preferably in relation to loan servicing
• Global experience in online consumer payments, including managing 3rd parties such as payment providers
• The ability to create and maintain a high performance culture that also fosters staff well-being, engagement and professional development
• Management experience in the delivery of consistent service levels and high accuracy of transaction processing in a partially manual and scaling environment 
• System thinking and drives to ensure operational processes are defined, mapped, monitored and adhered to 
• The ability to lead customer campaigns and cross functional projects as a business owner and help shape solutions that improve our customer experience and book health.