Core Operations Expertise with management experience in Credit and Financial Services, preferably specializing in Consumer Credit in complex Functional Change and Transformation Management Initiatives. Technical Expertise and Strategic thinking with an implementation focus. We require an analytical thinker for interpreting data / insights to solve complex problems for area of responsibility. The successful candidate should have a high level of influence and be able to successfully collaborate with other teams as required and should influence across all levels of the organization, from front line associates to senior management. Need to meet required SLA and KPI’s and deliver beyond SLA’s with focus on retentions, churn, growth and financial services industry development. Must be able to extrapolate knowledge & apply within directed operational & legislative guidelines. Should fully understand and be able to interpret and implement Functional best practices within broad guidelines. Required to integrate strong functional theory and practice knowledge with an in-depth understanding of the core Client business/retailing processes. Deemed to be a highly accomplished change agent with the Organization, particularly through the effective management & implementation of best practices in the functional area. Support and assist the National Services Manager in ensuring all deliverables are met. Able to establish a climate and environment conducive to continual learning and development, by creating an understanding of, as well as a need for individual and team development. It includes the facilitating of long-term learning, growth and development of employees, with a special emphasis on how talent can be used to meet the current and future needs of the business.
MAIN ACTIVITIES / TASKS:
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.