Operations and Compliance Manager at Hello Group

Minimum Requirements

SKILL REQUIREMENTS/PERSONAL COMPETENCIES

• Experience in developing, building and maintaining partnerships
• Report writing and report presentation
• Strong negotiating and decision-making skills
• Experience in budget management, forecasting, pricing, and account profitability review
• Ability to build strong relationships and work effectively with all internal and external teams including sales, business development, marketing, and product management
• Salesforce experience
• Demonstrated ability to work independently and collaboratively in a fast-paced environment
• Results-oriented mindset with a focus on achieving targets and delivering measurable business outcomes
• Analytical skills to analyze market data, identify trends, and make data-driven decisions
• Creative thinking and problem-solving abilities to develop innovative solutions and overcome business challenges
• Proven experience in a risk, ethics, conflicts, or independence role within a financial services setting or similar
• Operational responsibilities for process execution

EDUCATION AND EXPERIENCE

• Suitable tertiary qualification
• Minimum 5 years’ experience in operations service, compliance, and/or retentions as a Manager

Duties and Responsibilities

Operations management

• Oversee the day-to-day operations of the business, device management, and the work of Teams in area of responsibility (including Queries, Payout, and Compliance)
• Develop and implement operational policies and procedures to improve productivity and efficiency using technology
• Provide a high level of support to the Commercial team to ensure high level of customer service
• Monitor and analyze key performance indicators to identify areas for improvement and implement corrective actions
• Reduce operational costs, improve resource utilisation, and increase productivity within the company operations
• Manage and monitor the performance of the Ops team

Product, partner and technical management

• Analyses data and find patterns that may identify risks in the products and escalate
• Regularly review system and app functionality to further enhance process (admin, compliance, Sign-up and Customer app)
• Ensure all partners have appropriate operational SLA’s in place to deliver on strategic objectives
• Ensure alignment with strategic objectives, overseeing cross-functional collaboration between teams, and maintaining a keen focus on timelines and resource allocation
• Implement successful agile methodologies and the continuous improvement of development workflows
• Creates, maintains, and enhances internal and external stakeholder relationships in order to improve overall efficiency and ensure compliance

Collections management

• Strategic and best practice thought-leadership within the Collections department to enhance operational competencies
• Executes the collections and recovery strategies aligned with the overall company strategies
• Manages and monitors the performance of collections agents
• Communicate with clients to build and maintain a strong working relationship and reduce the number of clients who stop working with the company
• Manage statistical information to address customer retention and collections performance

Compliance management

• Designing and facilitating effective and efficient compliance processes with clearly defined roles and responsibilities, that enable business to deliver exceptional client service
• Implementing monitoring processes, providing value-add reporting and ensuring remedial action is taken for identified non-compliance
• Manage team of Compliance Administrators/Team Lead responsible for the client engagement acceptance processes
• Identify risks related quality objectives, assess current controls to determine if appropriate and design controls to further mitigate any identified risks
• Identify improvements to existing processes