Job Vacancies at iStore

Job Description

• iStore is the home of everything Apple, and Africa’s largest Apple Premium Reseller. With a retail footprint of more than 41 physical and online stores across Africa that provide expert advice, Apple Authorised Repairs, Business, Education, training and technical support for anything and everything Apple. 
• We are looking for tech savvy, retail inclined individuals with great communication skills to join our team. 
• Our iStore Sales Consultant is responsible to maximise the sales opportunity in the iStore. 
• You will be ensuring that all customers receive hands-on experience with the latest Apple technology & services. You will proactively approach and engage with customers to understand their needs, present complete solutions and create memorable experiences. 
• We will give you all the knowledge and tools around all our iStore products for you to be successful in the role.  
• If you thrive on teamwork and great customer service. This position might just be for you.

Min Requirements: 

• Completed Matric/National Senior Certificate (Minimum Requirement)
• Some Sales Experience, preferably in retail or alternatively product knowledge would be an advantage?
• Passion and knowledge of for Apple Products
• Please apply today!

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Job Description

• iStore is the home of everything Apple, and Africa’s largest Apple Premium Reseller. With a retail footprint of more than 41 physical and online stores across Africa that provide expert advice, Apple Authorised Repairs, Business, Education, training and technical support for anything and everything Apple. 
• We are looking for tech savvy, retail inclined individuals with great communication skills to join our team. 
• Our iStore Sales Consultant is responsible to maximise the sales opportunity in the iStore. 
• You will be ensuring that all customers receive hands-on experience with the latest Apple technology & services. You will proactively approach and engage with customers to understand their needs, present complete solutions and create memorable experiences. 
• We will give you all the knowledge and tools around all our iStore products for you to be successful in the role.  
• If you thrive on teamwork and great customer service. This position might just be for you.

Min Requirements: 

• Completed Matric/National Senior Certificate (Minimum Requirement)
• Some Sales Experience, preferably in retail or alternatively product knowledge would be an advantage?
• Passion and knowledge of for Apple Products
• Please apply today!

go to method of application »

Job Description

• iStore is the home of everything Apple, and Africa’s largest Apple Premium Reseller. With a retail footprint of more than 43 physical and online stores across Africa that provide expert advice, Apple Authorised Repairs, Business, Education, training and technical support for anything and everything Apple.
• As an iStore Admin Manager you would be responsible for Lead teams, provide supportive feedback, and ensure both team members and customers have a valued experience.
• Your responsibilities are to ensure that the back of house iStore operations run effectively, efficiently and optimally and that overall risk to the iStore business is reduced by ensuring that all iStore policies, processes and standard operating procedures (SOP’s) are adhered to. 
• Focus on enhancing operations and reviewing systems and processes on an ongoing basis to align with best fit for the business.

You need to have:

• A Completed Matric (minimum requirements)
• Tertiary Qualification would be advantageous
• 5+ years leading teams in a complex and high turnover environment
• Retail operations experience and knowledge
• Matrix management capability to ensure co-operation across business functions
• Proven ability to work in a fast-paced environment, desire to learn quickly, being agile and nimble whilst thinking strategically
• Proven track record of excellent customer experience
• Proven track record of driving Store targets and results
• Please apply today!

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About the role

• iStore Finance provides consumer credit to customers purchasing Apple products through iStore retail stores and digital channels. We are looking for a senior operations leader to take ownership of the full customer operations journey - from manual credit assessment and onboarding through to customer support, servicing and collections.
• This is a hands-on leadership role for someone who can lead through managers, build strong operating disciplines and keep performance, risk, compliance and customer experience moving in the same direction as the business grows.

What you'll be responsible for

• Lead, coach and hold the Risk Operations, Customer Support and Collections Managers accountable for delivery across their teams.
• Set clear SLAs, quality standards and performance measures across all operational functions, and make sure they are consistently managed.
• Own the end-to-end customer operations journey, including manual credit assessment, onboarding, servicing, customer support and arrears collections.
• Track turnaround times, quality, customer experience and cost-to-serve, and step in quickly where performance is off track.
• Drive process improvement and automation across the operations value chain in partnership with Product, Data/MI and Systems/Engineering.
• Through the Risk Operations Manager, oversee manual credit decisioning, fraud controls, regulatory compliance and the ongoing effectiveness of credit policy and decisioning rules.
• Ensure iStore Finance meets its obligations under FICA, the NCA, POPIA and relevant NCR requirements, and that audits, regulatory reviews and material risks are managed through to closure.
• Through the Customer Support Manager, ensure customer queries, disputes and service requests are resolved fairly, accurately and within agreed turnaround times.
• Through the Collections Manager, ensure internal and external collections activity delivers against recovery targets while maintaining a fair and compliant customer experience.
• Own escalations that cannot be resolved at manager level and use complaint and query trends to drive corrective action across the business.
• Represent operations in strategic and portfolio discussions, bringing a clear view of capacity, risk, compliance and customer impact.
• Oversee the effective use of loan management, credit decisioning, dialler and CRM/case management systems, and maintain consolidated operational MI for the Executive: iStore Finance.
• Build strong relationships with internal stakeholders and relevant external partners, including collection agencies, credit bureaux and regulators.

What we're looking for

• 10-15 years' experience in financial services or consumer credit operations, with at least 4 years in a senior operations or management role.
• Proven experience leading multiple functional managers, not only individual contributors.
• Strong working experience across consumer lending or retail finance operations, with exposure to credit assessment, fraud, compliance, customer service and/or collections.
• A practical understanding of the South African credit and financial services regulatory environment, including FICA, the NCA, POPIA, the Debt Collectors Act and NCR requirements.
• A sound understanding of fraud risk management, including fraud strategy, controls and detection systems.
• Comfort working across loan management systems, credit decisioning tools and MI/reporting platforms; advanced Excel is essential.
• A Bachelor's degree in Business, Finance, Risk Management or a related field is advantageous, but not essential.

It would be an advantage if you have

• Experience launching or scaling a consumer lending, BNPL or retail finance operation.
• Experience working closely with a compliance or credit risk function within a credit provider or FIC accountable institution.
• Experience overseeing fraud strategy or fraud detection capability in consumer lending, retail finance or payments.
• Exposure to digitally enabled credit assessment, collections or customer service platforms, or to point-of-sale consumer lending.

What you'll bring

• Strong senior leadership and the ability to build capable, accountable management teams.
• Commercial judgement with a good balance between growth, risk, compliance and customer outcomes.
• An analytical, MI-led approach to decision-making.
• Confidence engaging at executive level and across different business functions.
• High integrity, resilience and accountability, with the ability to operate well in a growing, changing environment.

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About the role

• We are looking for a Risk Operations Manager to lead the manual credit assessment team and take operational ownership of fraud management and compliance within iStore Finance.
• This role is central to how we make lending decisions. You will need to understand credit risk in practice, be comfortable managing analysts and quality standards, and have enough fraud and regulatory experience to make sure the operation remains well controlled as it scales.

What you'll be responsible for

• Lead, coach and performance-manage the Credit Analyst team, with clear targets for turnaround time, decision quality and portfolio outcomes.
• Own the end-to-end manual credit assessment process and make sure lending decisions are consistent with credit policy and affordability criteria.
• Run regular case reviews and quality checks to improve analyst judgement, consistency and capability.
• Monitor decisioning quality, turnaround times and portfolio risk trends, and take corrective action where performance falls short.
• Work with Data/MI to refine credit policy, scorecards and decisioning rules based on portfolio performance and emerging trends.
• Own the fraud strategy and control framework across application, onboarding and servicing, including detection rules, reporting and investigation processes.
• Monitor fraud losses, trends and control effectiveness, and feed emerging fraud patterns back into policy, onboarding controls and system rules.
• Ensure compliance obligations under FICA, the NCA, POPIA and relevant NCR requirements are understood, monitored and managed.
• Maintain the compliance monitoring plan and make sure audit findings and regulatory reviews are tracked through to closure.
• Keep policies, procedures and training current as regulatory or business requirements change.
• Build strong working relationships with Data/MI, Systems/Product, Legal/Compliance, credit bureaux and other relevant external stakeholders.
• Maintain accurate MI on credit decisioning, portfolio risk, fraud and compliance, and use the data to identify issues and improvement opportunities.

What we're looking for

• 5-8 years' experience in credit risk, credit assessment or compliance within a consumer lending environment, including 2-3 years managing a team of credit analysts.
• Strong working knowledge of the South African credit and financial services regulatory environment, including FICA, the NCA, POPIA and NCR requirements.
• Sound practical experience in fraud risk management in a consumer lending environment, including controls and fraud detection methods.
• Strong working knowledge of credit decisioning tools and MI/reporting platforms; advanced Excel is essential.
• A Bachelor's degree in Finance, Risk Management or a related field is advantageous, but not essential.

It would be an advantage if you have

• Experience managing or working closely with a compliance function within a credit provider or FIC accountable institution.
• Experience designing or overseeing a fraud strategy, fraud control framework or fraud detection systems.
• Exposure to digitally enabled credit assessment or fraud detection platforms.
• Experience in retail or point-of-sale consumer finance.

What you'll bring

• Strong analytical judgement and the ability to balance responsible lending, fraud prevention and compliance requirements.
• A strong people manager who can coach, challenge and develop credit analysts.
• High attention to detail, integrity and accountability.
• Confident stakeholder management across internal teams, credit bureaux and regulators.
• Clear communication and the ability to explain risk decisions in practical business language.

Location and working style

• Based at 1 Sandton Drive, Johannesburg.
• Standard office hours, with flexibility when urgent fraud or compliance matters need attention.
• Regular collaboration with the Senior Operations Manager, Data/MI, Systems/Product and Legal/Compliance teams.