Operations Manager – Public Sector Business at Credit Direct Limited

JOB SUMMARY

Credit Direct specializes in providing loans to individuals in the public service space. 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 8 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.