Head of Operations at Credit Direct Limited

Job Summary

Responsible for overseeing the operational and transactional activities within Credit Direct. This plays a critical role in optimizing processes, enhancing operational efficiency, and ensuring compliance with regulatory standards.

Job Responsibilities: - 

Operations Management

• Guide the development and implementation of the strategy, policies and procedures for business operations – payments, disbursement and reconciliation.
• Oversee the daily operations of collateral management, loan processing, repayment, and transaction services.
• Ensure all operational activities are conducted efficiently, accurately, and in compliance with company policies and regulatory requirements.
• Develop and implement operational strategies to improve productivity, reduce costs, and enhance service quality.
• Prepare and present regular reports on operational performance, transaction activities, and key metrics.
• Analyse operational data to identify trends, opportunities, and areas for improvement.
• Provide insights and recommendations to the Divisional Head, Digital Business based on analysis.

Customer Service

• Ensure a high level of customer service by effectively managing operational processes and addressing customer inquiries and issues promptly.
• Implement strategies to enhance customer satisfaction and loyalty through efficient and accurate transaction processing.

Compliance & Risk Management

• Ensure all operational activities comply with internal policies, procedures, and regulatory requirements.
• Develop and implement risk management strategies to mitigate operational risks.
• Conduct regular audits and reviews to ensure adherence to compliance standards.

Process Improvement

• Design, develop and oversee ways to constantly reengineer processes to improve business efficiency.
• Identify opportunities for process improvements and implement best practices to enhance operational efficiency.
• Collaborate with cross-functional teams to streamline processes and eliminate operational bottlenecks.
• Monitor and analyze operational performance metrics to identify areas for improvement.

People Management

• Lead, mentor, and develop the operations and transaction service team to ensure high performance and professional growth.
• Ensure the team has the necessary resources and training to perform their roles effectively.
• Promote collaboration and effective communication within the team and across departments.
• Provide direction and clarify responsibilities for team members. 
• Communicate effectively with team members and ensure that they are accurately and promptly informed as required. 
• Ensure team cohesiveness and effectiveness within the department. Ensure a seamless handshake with the processes and teams of other departments.   
• Ensure employee engagement within department.
• Plan, support, evaluate the performance of members of the department.
• Provide development support and equip team members with the knowledge and skills required to perform their job effectively.

Job Requirements: 

Education/ Professional Qualification

• Bachelor’s degree in Business Administration, Finance, Operations Management, or a related field. Relevant postgraduate/master’s degree (Master’s degree or professional certifications such as PMP/PRINCE2, SIGMA-6 preferred).

Experience:

• At least 5 years’ experience in a senior supervisory role within the financial services industry.
• At least 8 - 10 years of experience in operations management, preferably in financial services or lending institutions. 
• Proven track record of managing operational teams and optimizing processes. 
• High proficiency in operational management and process improvement.
• Knowledge of operational principles and practices, regulatory environment and policies.