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  • Posted: Oct 15, 2019
    Deadline: Not specified
  • Accenture solves our clients' toughest challenges by providing unmatched services in strategy, consulting, digital, technology and operations. We partner with more than three-quarters of the Fortune Global 500, driving innovation to improve the way the world works and lives. With expertise across more than 40 industries and all business functions, we deliver...
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    Risk, Safety and Compliance Manager

    he Risk and Compliance Officer will have primary responsibility for the overall maintenance of Edcon & Accenture compliance and incident management platform ensuring timely updates and reporting. They will also be expected to work with leadership and management teams as well as front line staff to promote the risk and compliance culture.

    • Responsible for reviewing compliance programs, reviewing company policies, and advising management on possible risks
    • The Risk & Compliance Associate will use various investigation methodologies/systems/processes,
    • to ensure minimization of fraud losses and Client Data Protection breaches.
    • Conduct independent investigation into all application and transactional documents internally
    • Know and understand the Risk and Compliance processes as well as the principles and policies of credit risk.
    • Submit suggestions to management on ways to refine and improve all existing processes.
    • Coordinate Edcon’s ongoing policy and development review
    • Publish policy and compliance updates via email internally.
    • Work closely with Learning & Development Team to organise professional learning on new policies and updates.
    • Work with and assist the Risk & Compliance Lead in coordinating the company’s risk
    • management and review.
    • Ensure the alignment of governance, risk and compliance frameworks within the company’s overall strategic objectives.
    • Facilitate /support the maintenance of compliance and risk registers
    • Provide input on compliance risk issues
    • Facilitate the identification of key compliance obligations, with the support of legal and other
    • relevant resources, and translating those requirements into actionable policies and procedures
    • Facilitate the appropriate maintenance of compliance records
    • Deliver timely ad hoc and standard operational reports
    • Identify drivers that positively/negatively affect the data
    • Manage ad-hoc analysis and reporting requests
    • Work with process Subject Matter Experts (SMEs) from each functional team
    • Assist in designing insightful report views (excel-based or tool-based or dashboards)
    • Provide regular and ad-hoc results interpretation to Accenture management as requested
    • Build and maintain customized Analysis Methodology Perform proactive analysis
    • Utilize data to identify trends and opportunities for improvement
    • Analyze trends, data, notes, root cause analysis etc.
    • Utilize tools to perform root cause analysis on factors impacting the business
    • Work with other teams and stakeholders to identify opportunities to improve performance results in accordance with contractual agreements between Accenture, vendors and clients
    • Define business and functional requirements to support tools used by customers
    • Support software release cycles for ongoing maintenance of tools used by customers
    • Act as Analysis Methodology SME Act as a SME on statistical tools/techniques.


    • Reporting & Analytics
    • Data Analytics and Interpretation
    • Operational Excellence


    • Matric
    • Must be proficient in Microsoft Excel
    • Operational Excellence
    • Risk Management

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    Transaction Processing Associate

     Perform data entry and research in various systems and tracking tools. Apply knowledge of processes and related systems to assist in identifying, assessing and resolving issues/problems. Assess and resolve non-standard and standard issues or problems. Seek advice and escalate issues when faced with tasks/problems outside the scope of the work.

    • Update and maintain various systems/tools per standard process documentation which may include:
    • Execute transactions without minimal direction, enter data and retrieve information from group specific system (all new hires might require some direction initially)
    • Audit own data entry for accuracy and make required corrections
    • Conduct data verification
    • Respond to various requests for information, as needed. Escalate to supervisor as appropriate
    • File, archive and retrieve documents (paper-based and electronic) using filing standards
    • Produce standard correspondence by following existing templates. Adhere to client formatting and quality standards. Proof and edit work for syntax, grammar and punctuation
    • Respond to information requests by searching, summarizing research results and compiling in requested format
    • May coordinate the work of a small team in areas of high volume transaction processing and/or the training/education of new and/or more junior team members on operation procedures and policies
    • Follow established policies, procedures and methods
    • May serve as technical and functional resource or super users to other team members
    • Participate in process improvement initiatives or special projects as assigned
    • Meet established goals and objectives
    • Become a subject matter expert for complex processes
    • Document all new learning(s) or change in processes in the standard format and seek relevant approvals on a periodic basis
    • Assist in audit preparation and proceedings for both internal and external auditors
    • Apply knowledge on processes and related systems
    • Become a subject matter expert for complex processes
    • Document all new learning(s) or change in processes in the standard format and seek relevant approvals on a periodic basis
    • Update and maintain various systems/tools per standard process documentation which may include:
    • May coordinate the work of a small team in areas of high-volume transaction processing and/or the training/education of new and/or more junior team members on operation procedures and policies
    • May serve as technical and functional resource or super-user to other team members
    • Perform data entry and research
    • Execute transactions with minimal direction, enter data and retrieve information from group-specific system (all new hires might require some direction initially)
    • Respond to information requests by searching, summarizing research results and compiling in requested format; escalate to supervisor as appropriate
    • File, archive and retrieve documents (paper-based and electronic) using filing standards
    • Produce standard correspondence by following existing templates, adhering to client formatting and quality standards; proof read and edit work for syntax, grammar and punctuation
    • Conduct data verification; audit own data entry for accuracy and make required corrections; assist in audit preparation and proceedings for both internal and external auditors
    • FFT contract type


    • Customer Interaction Handling
    • Operational Excellence – attention to detail
    • Analytical & Critical Thinking


    • Matric

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    Credit/Collections Analyst

     To provide credit reporting and analytics, sources appropriate data and prepares accurate management information for an allocated portfolio. Collects and collates the appropriate data for usage. Measure and report data quality against guidelines and application specifications. Apply knowledge of specific processes and/or user requests to check data quality and update the data and/or system accordingly; report error rates and improve turnaround times.
    Key Requirements:
    Data Management:

    • Interface with multiple business users across the organization to gather and understand analytics /reporting requirements
    • Translates data in a way that meets functional area specifications.
    • Understands the data, systems and architecture of front end applications and back end data.
    • Monitor all code, data and processes surrounding the interfaces to ensure data integrity;
    • Execute data fixes as and when required; and
    • Investigate and assist with the development of monitoring tools to provide an early warning system that will maintain the integrity of information going to and from Information System.

    Stakeholder Engagement:
    Act as an interface between business units, technology teams and support teams.

    • Understand customer requirements and provide appropriate technical solutions.
    • Build and maintain strong relationships with internal clients and recommend innovative solutions to business problems.
    • Work within cross-functional teams to resolve reporting requirements and recurring customer issues
    • Provide customer support and assistance with reporting enquiries/issue troubleshooting and resolution.
    • Adheres to timelines on new requirements, whilst ensuring regular standardized monthly requirements are still delivered.


    • Take a customer-centric view
    • Develop supportive relationships
    • Communicate actively and effectively resolving any potential conflicts that may arise, and sharing and providing relevant information
    • Management of business unit expectations so as to meet delivery deadlines
    • Management of deliverables (especially aligned to agreed project list)
    • Manage multiple (internal) customer needs and relationship
    • Coaching and development of direct reports
    • Shares the knowledge and information of analysis techniques and data coding with other staff. Understands the products and needs of business to grasp concepts and requests.

    Knowledge and Skills:

    • Supply Chain and/or Finance (Accounting);
    • In depth exposure to Information Management or Information Technology
    • Credit and Collections background
    • Dialer configuration and functionality and data background
    • Excellent communication skills
    • Strong negotiation and influencing skills to persuade senior and executive management across business units
    • Data modelling and normalization principles;
    • Data quality principles;
    • Good oral and written communication skills;
    • A good understanding of the System Development Life Cycle;
    • Innovative, dedicated and committed to achieving results;
    • Self-motivated and able to adapt quickly;
    • Ability to work under pressure and without close supervision.
    • Probing, listening, problem solving, decision making and conflict management skills;
    • Time Management and Project Reporting; and
    • PC skills (MS Office Suite specifically a good working knowledge of Word, Excel, and PowerPoint, NetMeeting, Web Technology, etc);
    • Willing to use programming experience to conduct investigations and implement new systems
    • Recommended detail skills in the technical environment (i.e. products used by Application Maintenance) namely:
    • XML
    • SQL
    • VB.NET or C#.NET
    • Advanced Excel/ Macros

    Preferred Qualification And Experience:

    • BSC/Bcom Degree
    • 3+ years’ experience within an MI/BI Credit/Collections environment
    • Must have an understanding of the collections process end to end, and Development, optimisation and automation of (collections)
    • Experience in credit analytics within a financial services environment with specific focus on the credit lifecycle
    • SQL
    • Advanced Excel/ Macros

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    Customer Service Senior Analyst

    To lead a team of Customer Service agents, manage SLA’s for the call centre and non-voice activities. Ensure an accurate and professional service is provided to customers with first time resolution of queries according to credit policy and procedure. Ensuring operational effectiveness and efficiencies are delivered.
    Service Delivery

    • Monitor current customer service levels and identify opportunities for improving customer service delivery by observing on the job performance of direct reports
    • Review work quality audits within the area of responsibility to ensure compliance with company policies and procedures.
    • Record evidence of follow up actions implemented in accordance with customer requests/queries
    • Collect, analyze and evaluate customer query/enquiry to ensure customer service delivery objectives are achieved. Follow up and liaise to ensure service delivery objectives are achieved. Follow up and liaise with customers to advise them on actions taken, focus on first time resolution.
    • Root cause identification, analysis and correction.
    • Effective complaint handling within service delivery timelines.

    Performance Monitoring

    • Establish required priorities and allocate resources in order to meet required objectives by collecting, analyzing and critically evaluating business priorities so that staff activities are scheduled and organized to achieve required performance
    • Identify and solve problems when monitoring staff activities so that appropriate measures are implemented to rectify staff non-compliance
    • Analyze and interpret customer service statistics as stipulated, identify current and emerging trends and provide feedback to relevant parties
    • Communicate control procedures to relevant parties and monitor results to ensure control procedures to relevant parties and monitor results to ensure targets achieved

    Market Intelligence - Financial Services

    • Analyze, interpret and evaluate information gathered and initiate appropriate actions to rectify discrepancies if necessary
    • Analyze and evaluate trends and update information to adjust work processes in accordance with changing trends
    • Ensure in-depth knowledge of key financial measures, system procedures and information sources of the client (Edcon)
    • Ensure compliance and adherence to credit policies and procedures to reduce bad debt handover

    People Management

    • Encourage, implement and reinforce the Group’s Values, Leadership principles and Employer of Choice (EOC) strategies and initiatives
    • Ensure an open, motivated and harmonious work environment in line
    • Manage the performance of self with Accenture's Leadership philosophy and all direct reports (formally and informally), ensuring that regular feedback is given/received, coaching and mentoring on performance is given/received to enable continuous improvement.
    • Ensure that Performance Priorities are conducted on all staff to identify the appropriate talent management strategy and drive implementation.

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    Customer Service Representative (Call Centre Agent)

    Provide functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries. Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner. Ensure proper documentation, notification, escalation, tracking and follow up of all incidents. Primary responsibilities are focused on customer contact, not transaction processing.

    • Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation
    • Performs customer request/problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution
    • Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention
    • Develops and maintains knowledge of customer and customer specific business environment
    • Develops and maintains an understanding of customer Service Level Agreements and department's/product's key performance requirements
    • Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-role training and classroom training
    • Shares information required for the team to be successful
    • Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings
    • Develops and maintains knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures
    • Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
    • May promote client products and services by suggesting additional or alternative products to meet customer's needs
    • May perform follow up on incidents with customer to ensure customer satisfaction
    • May act as the primary knowledge resource for a product/service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead
    • May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
    • May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement
    • May complete and resolve non-call customer contact requests received by mail, web or email
    • May complete outbound customer contacts to resolve customer issues.


    • Relevant experience in a Customer Services contact centre
    • Customer Interaction Handling
    • Problem Solving
    • Operational Excellence

    go to method of application »

    Business Process Services Practitioner

    • Obtain approval for a pro-actively planned and drafted departmental budget aligned to the business requirements, in accordance with general economic guidelines and indicators, that ensures optimal value adding to the division and incorporates all factors relating to cost efficiencies.
    • Pursue new standards of excellence, by challenging the existing status quo, taking calculated risks and refusing to take standards or current performance at face value. Challenge improvements to operating standards through an in-depth understanding of retail and financial service processes and pursues these improvements.
    • Continuously review own standards and processes to streamline and improve accuracy and efficiency of output. Drive efficiency, introduce new innovations, harness modern technology and adopt functional best practices to enhance the service delivery in rendering Business more competitive. The focus is on optimizing the functional delivery and effecting performance improvements.
    • Drive and integrate the organization’s strategic initiatives to realize the internal and external positioning of the Organization as a business imperative to sustainable growth. Leverage diversity as a cultural and employment equity platform to strategically position business opportunities within the socio-economic framework of SA while simultaneously promoting and celebrating the benefits of diversity within an innovative and distinctive South African workplace.
    • Maximize people capability and capacity by driving Performance Achievement and Team Engagement, creating an environment which keeps employees motivated and enthused, allowing them and the business to reach their/its full potential, through the active promotion of a performance culture.
    • Achieve/ maintain Client SLA’s and add value to the Client’s business by implementing business outcome interventions. Continuously review and improve existing processes to stay abreast of changes in the industry and global best practice
    • Maximize performance. Delivering superior excellence in the service rendered and thereby reducing the customer effort and improving overall experience.
    • Conduct broad-based research in the local and international arena, in order to identify strategically positioned and profitable opportunities to grow the business.
    • Based on appropriate analysis and evaluation, identify retail-related Financial Service improvements or opportunities (control, processes, due diligence, governance, risk management, etc.) and advise/recommend relevant solutions in supporting Business's competitive advantage in the market place. Act in business partnering capacity with Business customer by offering advice and make suggestions on process improvements and operations optimization.
    • Develop and build external strategic relationships in order to recommend integrated initiatives that will meet tactical business requirements through the focus on strategic trends and by using in-depth business understanding.
    • Translate the Customer Experience/Culture strategic concept and ensure that the tactical model/framework is geared towards the consistent attainment of customer satisfaction. Scan for world-class methodologies/systems/practices and implement these within the company in a manner that best serves the strategic imperatives of business.
    • Identify, interpret and deliver on customer requirements, by providing a proactive holistic consultative and advisory service on Financial Services best practice in order for the business to achieve optimum business results, through effective time and cost objectives and service level agreements.
    • Initiate and formulate an integrated customer experience strategy for Business to extend lifetime value to customers and ensure maximum profitability through optimal customer experience delivery. Develop innovative cost-efficient strategies for increasing customer satisfaction which have a measurable effect on long term loyalty and profitability
    • To research, analyze and develop strategic transformation solutions based on current and emerging business, socio-economic and political factors incorporating best practices that are tailored to the unique requirements of the organization and the respective business units in order to create and leverage sustainable business and empowerment opportunities thereby ensuring business competitiveness through innovative and cutting edge transformation solution models and practices
    • Increase employee commitment and capability by providing resources and professional people management services to all employees, thereby contributing to and managing employee contribution by building a culture whereby people issues are dealt with in a manner that reinforces the organisations philosophy of people being at the heart of our business.
    • Ongoing review of available and applicable technology by identifying cutting edge technologies for use in the Call Centre though the implementation, leveraging and optimising of such technologies, whilst ensuring that all adopted technologies adds significant value.
    • Based on logical structural collation (content and structure) and analysis of data/processes, prepare information reports in useful and relevant formats for utilisation by management and cross functional specialists for operational/tactical/strategic decision-making, trend identification, monitoring, risk identification, external stakeholder education, etc.
    • Create a change model that can be applied to any change initiative or business process to reduce the time necessary for, and increase the quality of, the change, while focusing on creating an understanding for change.
    • Interpret new business initiatives and convert them into tactical plans within the Operations environment by setting the standards for new business attainment and making critical decisions in terms of new business incentives, processes and policies.
    • Develop enduring, trusted relationships internally and externally (e.g., with our clients, the marketplace and employees) to pave the way for a strong Accenture future
    • Align all operations/processes with business Key Performance Indicators (KPIs) to the client value tree
    • Understand the systems, processes and tools to derive the desired business results for the client
    • Manage the performance of self and all direct reports, ensuring that regular feedback is given/received and coaching and mentoring on performance is given/received to enable continuous improvement
    • Be actively involved in your own career growth and development plans and ensure development plans are created for all employees in the services environment and that the Priorities set are monitored and achieved thereby driving the successful facilitation of Performance Achievement and ensuring a succession plan.

    Required Skills / Experience

    • Knowledge of Credit utilisation, authorisation and billing procedures
    • Retail Call Centre Management
    • Credit Management
    • People Management
    • Building Organisational Capability
    • Sales and Retentions
    • Business Acumen
    • Change Leadership
    • Coaching and Developing Others
    • Effective Communication and Influence
    • Decision Making
    • Innovative Thinking
    • Financial Management
    • Management of Information Systems
    • Performance Focused
    • Process Orientation
    • Project Management
    • Resource Management
    • Strategic Awareness
    • Team Leadership
    • Operational Excellence
    • Operations Management
    • Critical Thinking
    • Data analytics and interpretation
    • Service Quality Management
    • Leading in the New/ Leading in the Digital Age

    Education / Qualifications/Experience

    • FAIS RE Certification
    • Certificate in Financial Products
    • 5 Years Financial Services Call Centre Management
    • 5 Years’ Experience in Change Management

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    Risk and Compliance Practitioner

    Support collaboration of service delivery and interlock functions to manage risk in service delivery to an acceptable level. Help increase the level of awareness and compliance with policy and process related matters.

    • The role holder is expected to analyse documentation, screen applicant profiles and investigate credit applications and transactions for suspected fraud, received from system generated alerts or via stores, RCO's and customers.
    • The Risk & Compliance Associate will use various investigation methodologies/systems/processes, to ensure minimization of fraud losses.
    • Make a decision on whether to approve or decline fraud on new credit applications and disputed purchases based on investigation and provide feedback to all stakeholders and customers.
    • The Risk & Compliance Associate will need to ensure that Debt Review applications are processed within the timelines set out by the National Credit Regulator.
    • They are required to work closely with debt counsellors in order to meet SLA’s set out by the National Credit Regulator.
    • The Risk & Compliance Associate will need to review Debt Review proposals received from debt counsellors and ensure they meet the set criteria, where applications are not within the set criteria, the fraud officer will be required to submit a counter proposal to the debt counsellor.
    • Conduct independent investigation into all application and transactional alerts received via the fraud alerts rules system by scrutinising the application/ customer information for falsified documentation or suspicious information.
    • Responsible for the detection and prevention of application fraud by completing a full inhouse investigation.
    • Conduct extensive investigation of Disputed Purchases in line with guidelines and procedures to identify legitimate disputed transactions.
    • Action alerts by screening application information against the credit bureaux and internal Fraud file database for potential fraud matches.
    • Screen application information against the credit bureaux trace functions for potential identification of identity theft through irregular/abnormal enquiry patterns.
    • Search for additional suspect links through IBase system, if a match is found review the account matched to, payment behaviour and months on book.
    • Scrutinise all related documentation for forged and altered information as well as decision making.
    • Contact all references linked to account profile to validate legitimacy
    • Link syndicate activity to the current or previous fraud cases through the scrutiny and identification of similar fraud application patterns (Modus Operandi)
    • Feedback on the investigation should be concluded within required timeframe unless further documentation is requested resulting in the delay.
    • Report identified fraud and syndicate activity to Forensic Investigators for further investigation
    • Keep an internal record of the confirmed cases for analysis.
    • Load confirmed fraud data onto to the Internal Fraud file database without delay for maximum benefit.
    • Record and manage own number of fraud referrals received by transaction/account on a daily basis
    • Record the number monetary value of all referrals received and the monitory value of accounts declined based on fraud investigation.
    • Manage own investigations and keep record for audit purposes.
    • Know and understand the credit process as well as the principles and policies of credit risk and fraud.
    • Submit suggestions to management teams on ways to refine and improve the existing fraud processes.
    • Interact with other retailers, banks fraud network of investigators and staff in the verification of retail accounts, bank statements and employment information received during an investigation.
    • Be familiar with the layout and security features of other retailers account and banks statements.


    • Customer Interaction Handling
    • Negotiation skills
    • Operational Excellence
    • Risk Management

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    Collections Support Associate

    Collect and recover customer receivables and debt. Ensure cash collection activities meet the requirements of the client by reducing debt aging, maximizing cash collection and while maintaining a professional relationship with the client and their customers.

    • Contact by phone with customers to make payment arrangements/establish payment dates and resolve issues.
    • Capture accurate, detailed notes of discussions and arrangements and send follow up information as requested/required.
    • Meet collection targets and ensure agreed Service Levels are met or exceeded.
    • Escalate issues in accordance with escalation policy; collect, progress and escalate as required.
    • Be proactive and innovative with ideas to continuously improve collection-related processes, services and deliverables to the client.
    • Ensure that the business operates in line with operational excellence practices in the areas of process performance, process execution, process management and continuous improvement
    • Manage corporate risk by ensuring that all procedures are compliant with company policies, regulatory and legal requirements.


    • Customer Interaction Handling
    • Negotiation skills
    • Operational Excellence


    • Matric

    go to method of application »

    Resources Management Consultant

    There will never be a typical day at Accenture, but that’s why people love it here. The opportunities to make a difference within exciting client initiatives are limitless in this ever-changing business landscape. Accenture Consulting delivers the execution and resultant improvement of fundamental business issues

    Your responsibilities would include:

    • Leading a team for delivery work.
    • Being a trusted advisor to clients.
    • Decompose key business problems to identify value areas and structure and implement technology solutions for the client
    • accountability for assigned tasks, our clients and/or the organization, as indicated by size of work effort and scale of entity and/or program
    • Power to influence or complete assignments independently
    • Leading, mentoring and developing fellow

    Your Experience - We’re looking for proven experience in the following areas:

    • Experience in Resources, Mining & Utilities Industries
    • Business/Technology knowledge and experience
    • Agile Project Management
    • Competence in articulating a client’s problem and understanding what represents client value
    • Ability to work creatively in a problem-solving environment
    • Excellent communication (written and oral) and interpersonal skills

    Set Yourself Apart: Preferred Skill set

    • Work experience (4 years or more)
    • Knowledge of industry trends and business concepts in Mining, Utilities and Energy through practical experience
    • Knowledge and experience in some of the latest technologies (e.g. Artificial Intelligence, Blockchain, Analytics, IoT etc.) and how they can be applied to the industries above
    • Ability to build and manage client relationships
    • An understanding of complex issues, ability to quickly absorb information, conceptual and creative problem-solving excellence
    • Excellent written and verbal communication skills; the ability to articulate complex problems and solutions in a simple, logical and impactful manner.
    • Customer value proposition development
    • Design Thinking
    • Story Telling

    Academic Qualifications

    • An undergraduate university degree is a minimum entry requirement
    • Postgraduate qualification preferred

    Our Commitment to You

    • Your entrepreneurial spirit and vision will be rewarded, and your success will fuel opportunities for career advancement
    • Opportunities to learn through training at Accenture’s global College, assignments and collaboration with experts across the company
    • Access to leading-edge technology
    • Along with a competitive salary, Accenture offers a comprehensive package that includes a range of market-relevant benefits and programs to help you manage the demands of work and life

    Method of Application

  • Send your application

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