Debt Review Operations Manager X3

at Standard Bank
Location Johannesburg, South Africa
Date Posted Oct 20, 2020
Category Banking Jobs
Job Type Full-time


  • Key Responsibilities/Accountabilities


    Excellent, consistent Customer Experience
    • Regularly monitor customer experience to meet required performance targets
    • Consistently enhances the customer service experience through:
    − On-going coaching
    − Motivating and inspiring staff through thought leadership
    − Consistent communication of business requirements through regular team interaction
    − Change management: Initiate, lead and embed change
    − Ensuring all team members are business advocates (promotes image and brand of Standard Bank)

    Management of Operational Efficiency
    • Manages and executes operational and performance targets according to Credit Recoveries and Rehabilitation strategy
    • Initiates and drives operational plans to ensure continuous improvement and efficacy
    • Engages team on business strategy updates or changes in a timeous manner
    • Complete attendance tracking, payroll and reporting administration
    • Implements, owns and drives holistic Credit Recoveries and Rehabilitation improvement initiatives as directed by the business
    • Maintains good working relationships within the business (i.e. Complaints and Resolution, HR, L&D etc.)
    • Manages and maintains the budget
    • Interacts with other functions/ business units to ensure optimal support for Credit Recoveries and Rehabilitation operations
    • Analyses structured performance reports and provides recommendations accordingly and where applicable implements recommendations
    • Encourages continuous improvement and an innovation culture

    Management of Risk and Compliance
    • Use and/or develop and implement risk measurements, risk management systems, processes and policies within the business
    • Proactively identify operational deficiencies, adverse trends and manage risk within the area
    • Appropriately report all operational risk (i.e. boundary events, potential fraud) to Senior Manager/Risk and Compliance/Loss Control/ relevant stakeholders
    • Understands and dynamically applies appropriate Business Continuity Management (BCM) plans when called for

    Management of Quality standards
    • Ensures all Credit Recoveries and Rehabilitation processes and procedures are compliant with communicated quality standards
    • Quality Monitoring of recovery calls
    • Track and monitor business/regulatory compliance
    • Track and monitor queue management activities
    • Identifies, distributes, mentors and coaches on best practices to Team Leaders

    People management
    Creates, develop and manage a high performing team in line with Standard Bank’s values by:
    • Understanding the business unit strategy and annual operating plan in order to provide and communicate accurate, relevant and timeous information to team members
    • Advocate for CRR Team: Leads and manages team
    • Provides support, feedback, and guidance at the point of need to resolve difficult situations
    • Recognises individual and team achievements
    • Proactively manage misconduct, below standard performance and poor customer experience through the relevant HR principles and guidelines
    • Regularly monitor staff sentiment and staff morale and address accordingly
    • Proactively shares knowledge and experiences
    • Focuses on team development and constructive performance feedback using coaching approach
    • Builds an environment and culture that enables the contact centre to meet its goals
    • Interacts with and provides leadership to contact centre teams
    • Recruitment, on-boarding, upskilling and retention of teams
    • Measures attrition levels within the contact centre and creates a retention management and recruitment strategy and plan in liaison with HR
    • Implement talent development and succession planning
    • Treat all individuals equally, fairly, with dignity and respect.
    • Ensure compliance with all HR & IR processes and procedures (disciplinary procedures, EPM, staff files etc.)
    • Ability to identify, manage and appropriately escalate employee wellness related matters
    • Sets team & individual targets and measures and manages performance
    • Identifies and supports training needs

    • Client Focus
    • Employee Engagement
    • Risk and Conduct
    • Social Economic & Environment
    • Financial Outcome


    Preferred Qualification and Experience


    • 3 year diploma/degree
    • Minimum
    − Internal to SBSA : 2 years exposure of leadership aligned to Personal Development Plan
    − External to SBSA: 3 year’s experience in managing a team
    • 5 - 8 years’ experience in Customer Credit / Collections
    • In terms of the Financial Advisory and Intermediary Services Act No 37 of 2002, (FAIS) no staff member is permitted to provide any financial advice or intermediary services to a customer, in terms of a financial product, as defined in the Act, unless they have been appointed as a representative of an authorised Financial Services Provider.
    • In this position an individual is not an accredited representative in terms of FAIS and is therefore prohibited from giving any advice or intermediary service to a customer in terms of a financial product, as determined by FAIS.
    • In a non-Representative position, a staff member may sell financial products based on factual information, by describing the product features and benefits and at no time make a suggestion, recommendation, guidance or proposal to the customer that will lead the customer to buy a financial product as defined in FAIS.
    • Ensure that customers provide/have provided documentation as required in terms of FICA/KYC legislation.


    Knowledge/Technical Skills/Expertise


    • Good understanding of Debt Review processes
    • Knowledge of secured and unsecured products (i.e. Access Loans, Revolving Credit Plan, RCP, Non-performing loans etc.)
    • Knowledge of Standard Bank’s collections policies and procedures
    • Knowledge of Legislative Regulations (i.e. FAIS, NCA, NCR etc.)
    • Knowledge of legal implications of default
    • Knowledge of Code of Banking Practice
    • Knowledge of risk, fraud management and credit principles
    • Knowledge of QA Principles and methodology
    • Knowledge of product lifecycle in collections
    • Knowledge of the bank’s systems, policies and procedures
    • Knowledge of Human Resources (HR) and Industrial Relations (IR) processes
    • Basic knowledge and understanding of accounting terminology
    • Advanced literacy/ communication skills: Speaking, Listening and Writing
    • Display forum and meeting management: Ability to effectively use the meeting to build knowledge, facilitate business discussions etc.

    • Seasoned computer skills: Ability to use required hadware, software and systems i.e. MS Office
    • Proficient ability to manage customer interactions across multiple channels (e.g. computer, facsimile, printer/copier, database software, e-mail and SMS)
    • Seasoned compliance knowledge: Knowledge of, and adherence to, legal, national and international standards, as necessary
    • Seasoned operational or production planning and scheduling using metrics, schedules and rosters for the team taking into account operational constraints to provide uninterrupted customer service delivery
    • Proficient understanding audit philosophy and methodology
    • Seasoned ability to develop/contribute to cost budget and integrate into a larger cost budget
    • Proficient ability to understand, assess and manage risk

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