Discoverys core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.
About Discovery Bank
Discovery Bank is a bank like no other a shared-value bank, designed with our clients in mind. Were all about sharing the value that clients create when they manage their money well, back with them through exceptional interest rates and rewards. Our Vitality Money programme measures how well clients manage their finances, informs them of what it means to be financially healthy, and empowers them with the knowledge to get enhanced rewards for managing their money well. If youre adaptable, a problem-solver, always questioning the way things are done, passionate about doing what is right, and obsessed with providing a quality service experience, we have a job for you where you can be your best in an environment thats safe and nurturing.
Key Purpose
The Credit and Collections Team Leader is responsible for leading a team of credit specialist and collectors and overseeing day to day operations functions. The role includes user acceptance testing requirements with the aim of continuously improving and automating processes to ensure a seamless and digital customer experience.
Key Outcomes May Include But Are Not Limited To
- Manages day to day back-office operations ensuring operational quality and delivery against SLAs (internal and external).
- Ensures adequate UAT (User Acceptance Testing). Gives input into solution design at inception.
- Ensures immediate support is available during system incidents and outages.
- Leads the team with ongoing mentoring, coaching and development. Also conducts recruitment and resource planning for the team.
- Continuously improves processes and systems to reduce load and improve client experience.
- Manages, drives and monitors team performance and incentives.
- Conducts Quality Audits on a sample of the teams recons, cases and bank-initiated exceptions.
- Proactively monitors exception drivers and continuous improvement processes to avoid future occurrences (error trending and root cause analysis).
- Networks and builds strong relationships both internally and externally to achieve objectives.
- Prepares and compiles monthly reporting.
- Ensure IQS objectives are met monthly.
- Responsible for performance management and disciplinary action.
- Managing, analysis of, running and execution of operational reports.
- Manages all financials aspects relating to the team i.e., overtime, leave and staff utilisation.
- Shift work/overtime may be required.
- At least 2-3 years' leadership experience in a credit operations and collections environment.
- Experience in leading a team in a financial services environment.
- Experience in leading and managing a team with proven success.
- Matric
- A completed degree in Risk management/BCOM
- A completed NQF Level 5 FAIS qualification
- Any relevant Banking, Financial or Business qualification
- Analytical
- Process mapping and improvement
- Customer Focused
- Risk operations
- Detail orientated
- Ability to prioritise
- Deadline driven
- Resilient
- Able to work under pressure
- Stress Management
- Strong project management skills
- Persuasion skills
- Systems testing
- Root cause analysis
- Strong verbal and written communication skills
- Experience in credit and collections
The Companys approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
