Operations Manager – Digital Business at Credit Direct Limited

JOB SUMMARY

Credit Direct has recently launched its digital business with a goal of becoming the foremost player in the embedded finance ecosystem servicing at least 1 million customers in the next two years. With this expansion comes the need to bring onboard an operations manager that has vast knowledge of the digital ecosystem trends and able to implement best practices that delights customers. As the operations manager, you will play a pivotal role in ensuring the smooth and efficient functioning of various operational aspects. You will be responsible for overseeing and optimizing processes, managing a team, and implementing strategies to enhance overall operational effectiveness.

Key Responsibilities:

Process Optimization

• Identify and implement process improvements to enhance efficiency and streamline operations.
• Regularly review and update operational procedures to align with new innovations, industry best practices and regulatory requirements.
• Implement a seamless settlement, refund, and reconciliation process.

Team Management

• Lead and manage a team of operators, providing guidance, support, and fostering a positive work environment.
• Conduct regular 1:1 with the team in addition to performance assessments, and goals setting.

Quality Assurance

• Establish and enforce quality standards to ensure accuracy and consistency in loan processing and other operational activities.
• Track and monitor to identify areas of improvement and implement corrective actions.
• Maintain TAT for all processes including communications. 

Collaboration with Other Stakeholders 

• Work closely with the business, finance, underwriting, collections, and customer service teams to facilitate seamless communication and collaboration.
• Address cross-functional issues and implement solutions to improve interdepartmental processes.
• Collaborate with customer service teams to ensure a high level of customer satisfaction in operational processes.
• Address internal team, customer concerns, and implement solutions to enhance the overall customer experience.

Innovation and Automation

• Collaborate with process automation unit to implement technology solutions to enhance operational efficiency.

Tracking, Reporting and Analysis

• Generate regular reports on key operational metrics, providing insights and recommendations for improvement.
• Utilize data analysis to identify trends, forecast operational needs, and drive strategic decision-making.

Compliance and Regulatory Adherence

• Ensure compliance with relevant financial regulations and standards.
• Stay informed about changes in regulatory requirements and implement necessary adjustments to maintain compliance.

Qualifications:

• Bachelor’s degree in business administration, Finance, or a related field.
• Proven experience in financial services operations, with a focus on operations processes management, customer experience, and credit operations. 
• Strong leadership and team management skills.
• Excellent analytical and problem-solving abilities.
• Knowledge of relevant financial regulations.
• Exceptional communication and interpersonal skills.
• Knowledge of public service administration is an addition. 

Experience

• Minimum of 5 years of experience in a similar role within the traditional banking or other financial services industry.

Person Specification

• Results-orientated mindset with a commitment to achieving performance goals.
• Driven, independent thinker and leader who can juggle multiple projects simultaneously with fast-changing priorities.
• High level of integrity and dependability with a strong sense of urgency.
• A focus on execution. Willing and able to get hands dirty.
• Flexibility to roll up your sleeves and attack problems and projects as they arise, where you will need to set out a clear structure, method, and outcomes yourself.
• Ability to create effective working partnerships with senior leaders, challenge the thinking of others in respectful and thoughtful ways, influence upwards.
• Big picture thinker, a “never settle’ mindset.
• Strategic thinker with a track record of successfully implementing operational improvements.