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.
