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  • Posted: Mar 6, 2025
    Deadline: Not specified
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  • Who we are Established in 1940, we are a national development finance institution set up to promote economic growth and industrial development. We are owned by the South African government under the supervision of the Economic Development Department. Our vision We aim to be the primary source of commercially sustainable industrial development and innovation...
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    Specialist: Client Experience Management

    Qualification and Experience

    Qualifications:

    • Minimum qualification: relevant commercial or technical Degree or equivalent qualification.

    Experience:

    • 5-8 years relevant experience
    • Experience working in project execution environment with tight deadlines.
    • Can independently structure, analyse and synthesise data and findings with minimum coaching
    • Knowledge of process mapping, client journey mapping and process governance

    Roles and Responsibilities

    • Analyzing client feedback, surveys, complaints, and operational data to identify client pain points, investigate root causes, collaborate in designing solutions and identify opportunities to enhance the client journey and create a consistent experience.
    • Recommending strategies to improve client interactions across multiple touch points and channels based on insights gained from analysis.
    • Collaborating with cross-functional teams, including Operations, Client Support and Growth, Corporate Affairs and Innovation and Continuous Improvement to align client experience efforts with business goals and objectives.
    • Map process to identify waste and optimization opportunities to optimize client experience
    • Identify business metrics that can assist with deeper optimized insight into business processes and controls
    • Apply a problem-solving mindset and coach team managers to improve results, identify root causes and identify solutions for implementation.
    • Tailoring the client experience to individual preferences and needs by leveraging data and technology through customized process, product recommendations and communications, based on client behaviours and history.
    • Proactive communication: Engaging with clients and teams proactively, providing timely and relevant information, and addressing their concerns or inquiries promptly.

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    Sustainability & Impact Analyst

    Job Description

    Internal / Operational Processes

    • Delivery of the IDC’s greenhouse gas (GHG) emissions baseline and accounting for Financed emissions
    • Data Science support for the ESRG and Sustainability Impact programme i.e., analysis of existing data sets, data gap assessments and analytics as required for the IDC impact measurement tools and framework i.e., Development Score Card, Balance Score Card and Sustainable Finance Bond Framework etc.
    • Development of data systems and provide data analytics for the IDC ESRG and sustainability impact disclosures, target setting and reporting systems.
    • Provide support for the coordination of the organisational Sustainability Plan of Action

    Learning, Leadership & People Growth

    • Participate in knowledge sharing in the team and cross functional knowledge sharing.
    • Coaching and mentoring of team members with a special focus on Data Science requirements.
    • Support the Principal Specialist with the overall coordination of the programme and delivery
    • Support relevant Heads on data assessments, cleaning of data, system requirements, data analytics, forecasting and modelling

    Qualification and Experience

    QUALIFICATIONS (Formal qualifications)

    • Skills required: in data analytics/data science/actuarial sciences
    • Degree in Data Analytics or Science or Actuarial Sciences

    JOB REQUIREMENTS

    • 5 to 8 years’ relevant and solid experience, preferably within an industrial development environment, with a minimum of 12 months experience in data analytics/data science/actuarial sciences
    • Advanced MS Excel skills.
    • Proficiency in data science management and tool development for Business Partners
    • Experience working in a high-level collaborative and culturally diverse environment.
    • Ability to manage multiple competing priorities while building effective relationships.
    • Extremely organized and persistent, with drive and determination to achieve goals

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    Associate: Development Debt Large

    Qualifications:

    • BCom Accounting with post graduate degree e.g. BCompt (Honours) or BSC engineering or similar 4-year undergraduate qualification with finance experience.
    • CA (SA) would be an advantage

    Knowledge and Experience:

    • The candidate should have at least 5-8 years of relevant experience in post investment monitoring / portfolio management or evidencing experience in managing key aspects of business partner relationships by considering risks, mitigants and protecting financial interests.
    • Experience and knowledge in the portfolio management, restructurings, Due Diligence, drawdowns processes.
    • Accounting / relevant IFRS9, financial modelling and analysis experience will be an added advantageous.
    • Experience in assessing the economic viability of businesses and/or projects
    • Skills in respect of the analysis and interpretation of financial statements
    • Sound knowledge of business and the diversity of risks that may affect businesses
    • Good understanding of different types of security
    • Understanding of Economic trends would be an advantage
    • Project management experience will be advantage.
    • Knowledge and/or understanding of BP strategic diagnostics would be an advantage
    • Sound experience in a financial environment is essential
    • Knowledge and experience on how to help BP’s execute value levers

    Roles and Responsibilities

    • Allocation of business partners portfolios to manage, some of which may be complex, technical and/or high value Business Partners.
    • Ensure proper handover of Business Partners from the respective SBU is completed and all key priority and risk arears are discussed during the handover meetings
    • Periodically conduct SPPI (e.g. loans) impairment reviews and timeously prepare Business Partner credit quality assessment reports in accordance with the approved IDC guidelines and policies on allocated portfolio Business Partners.
    • Identify Business Partners, where performance is not at the required level and develop a framework to ensure regular client visits occur and a diagnostic analysis i conducted to identify areas requiring improvement and specialized assistance and intervention.
    • Schedule performance monitoring feedback sessions with investee companies on a regular basis.
    • Ensure that monitoring and counselling services are provided on Value Creation levers in accordance with the Value Creation Plans and that Business Partners meet the contractual and underwriting obligations.
    • Conduct regular client visits and Business Partner reviews including undertaking reviews, application of funds review where applicable and AFS analysis, covenant reviews and assigning of risk rating to Business Partners.
    • Proactively identify early warning signals and initiate appropriate intervention processes where necessary.
    • To ensure that all necessary amendments to contracts during the life span of the Business Partner are timeously and adequately executed.
    • To ensure that all exit processes i.e. early settlement, IRR and other calculations and release of security on allocated portfolio of business partners are properly executed.
    • To promptly monitor and follow-up all payments due to IDC including interest, capital, dividends, fees etc. on allocated portfolio of business partners.
    • To focus on collection inflows from business partners and monitoring forecasts against actual performance.
    • To analyse financial information from allocated business partners on a regular basis and assess the need for initiating intervention based on the analysis.
    • To ensure maximising of IDC value and limiting losses by being considerate of eventual exiting of investments where relevant.
    • To focus on enhanced portfolio management and by focusing on value add and growth of IDC’s clients and optimised cashflow collection, where relevant while at the same time ensuring protection of IDC’s interests.
    • To assist in refining and adopting the evolving debt as set out.
    • From time to time to be involved in department and organisation wide initiatives linked to the department’s function.
    • Prepare portfolio reports as and when required on the portfolio under management and present to all relevant portfolio risk management committees.
    • Prepare and present credit submissions (amendments, condonations, restructurings etc.) to the relevant credit committees.

    Method of Application

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