Open Roles at Intelligent Debt Management

Key Responsibilities:
Provide quality administration service in respect of Quality Assurance

•  Contribute to the implementation of a quality assurance process across the business areas
•  Assess calls and achieve set assessment targets
•  Provide feedback for coaching of call centre staff based on quality issues identified
•  Identify risks, contribute to action plans and monitor the progress of these
•  Provide feedback for coaching staff based on quality issues identified
•  Assessing and mitigating risks associated with financial products, services, and operations.
•  Recommend action plans and monitor the progress of these
•  Provide input to process and system enhancements, especially in support of product, process or quality issues
•  Ensure that quality assurance is aligned with service / sales standards within the operational environment
•  Contribute to monthly / weekly quality reporting
•  Actively recommend staff that demonstrate high levels of quality service to their team leaders and management
•  Adhere to agreed process in order to deliver targeted operational results
•  Comply with corporate governance policies, procedures and standards
•  Performing investigations, ad-hoc projects and assisting with internal audits
•  Optimizing processes and workflows to improve efficiency and reduce costs
•  Adhere and comply with relevant legislative requirements
•  Promoting a culture of continuous improvement and innovation within the organisation.

Key Requirements:

•  Matric
•  Excel reporting
•  At least 6 months working experience
•  Proficiency in written and spoken English
•  Proficiency in additional indigenous languages is considered an advantage.

Key Competencies:

•  Accountability
•  Logical and analytical
•  Attention to detail
•  Excellent verbal and written communication skills
•  Confident decision making
•  Initiative and forwards thinking
•  Maintaining clients/stakeholders relationships
•  A strong customer service focus – Treating Customers Fairly (TCF)
•  Demonstrating some knowledge of financial products within the Sales Call Centre space, claims conditions as well as
• retention criteria to monitor customer experience, will be considered an advantage

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Since 2018 IDM has leveraged its data and technology expertise to build, operate and optimize credit platforms and microservices for its partners. The key to this has been to put consumers at the centre of digital journeys and build what works for them. We have seen significant success in building an active userbase of over 2.5 million users, driving real value for both the users and partnering businesses.

What does IDM offer its employees:

• Hybrid (onsite and remote) work environment
• Competitive packages, including medical and RA contributions
• A values and purpose driven working culture
• Bursary program and encouragement to pursue future studies
• Merrit based promotions in a fast-growing company

Minimum requirements:

• Degree in relevant areas. Commerce, IT, Data, Project Management, Engineering, etc.
• 3 to 15 years of experience in the areas of product management, product ownership and/or development.
• Understanding of different technology platforms, their features and being able to work with solution architects/engineering leads and write detailed product requirement documents, manage future roadmaps and deliverables 
• Ability to function with a high degree of autonomy 
• Able to continuously balance between the customer and commercial needs
• Customer experience design of digital products and services
• Analytics/AB/multivariate testing and related tools 
• Data-driven decision making 

Advantageous requirements:

• 5 years’ experience in data intensive or fintech industries.
• Experience with coding languages
• Experience with project management systems like Jira.
• Worked with credit or transactional data.
• Experience in agile methodologies, such as Scrum, Kanban, Test Driven Design and Behavioural Driven Design

Key responsibilities:

• Work with internal and external customers to analyse needs and align product roadmap to strategic goals.
• Owns the product roadmap.
• Develop scope and define backlog items (epic/features/user stories) that guide the Agile software development team.
• Solve product related problems, make decisions, complete trade-off analysis to stay on track towards business deliverable commitments.
• Draft key objectives and results, strategies and apply the data for the product to make business decisions.
• Possess a fundamental understanding of end-to-end customer experience integration and dependencies.
• Collaborate with stakeholders during the visioning and concept development of a product.
• Accountable for the created product(s), delivering in the product model and communicating the product needs with business partners.
• Asses value, develop cases, and prioritize stories, epics and themes to ensure work focuses on those with a maximum value that are aligned with product strategy.
• Identifies and help the client understand the business model, value and value proposition.
• Develop and maintain an appropriately prioritized backlog of user stories for implementation.
• Act as an ambassador for the product internally and externally and as the primary contact for queries related to the product.
• Develop appropriately detailed specifications for the product features so they are clearly understood by the development teams.
• Represents team in front of stakeholders, clients or users.
• Work closely with product management and senior management in order to create a product that fits the company portfolio.
• Research and analyze market, the users, and the roadmap for the product
• Follow our competitors and the industry
• Increase an understanding of Agile practices, new technology opportunities and other new trends.

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Business Analyst 

Intelligent Debt Management (IDM Group) has an exciting vacancy available for a Business Analyst. The business analyst’s main role is to bridge the gap between business operations and technology and translate business requirements into technical requirements. The BA will work closely with the relevant business stakeholders and the various tech teams and assist the project managers in understanding the business objectives and how process and technology can deliver on it. The BA will actively be involved in gaining efficiencies in the business by understanding what processes and can be automated effectively.

Responsibilities:

• Engage with relevant business stakeholders; vendors and tech teams at all levels
• Reviewing business processes to gain a true understanding of how technology is used in the business and where the gaps are
• Actively assist the business in identifying what is causing inefficiencies in their operations to get to the actual problem and solution
• Assist project managers and product owners in getting the correct business requirements and translating it for the vendors and internal dev teams
• Actively assist in understanding what business processes to automate and working with the vendors and tech teams to deliver

Requirements: 

• Great analytical, critical thinking and problem-solving abilities 
• Bachelor's degree in Business Analytics, Engineering, Computer Science or related field
• 2+ years professional experience in business analysis
• Strong organizational and communication abilities
• Good understanding of data models and data analytics

Personal Attributes: 

• Excellent negotiation skills
• Energetic & motivated
• Dependable, with strong sense of ownership and follow-through
• Act with openness, honesty, and integrity
• Very good time management skills and ability to work with minimal supervision
• Can operate in high pressure situations and can multitask without jeopardising judgement