Business Optimisation Team Leader D - Cape Town, South Africa - Sanlam

Sanlam

Verified Company

Cape Town, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Who we are?- Sanlam Personal Loans (SPL) was established 23 years ago and is now part of a newly established Fintech business within the Sanlam Group on a mission to democratize financial advice and solutions for everyone across the African continent.

We exist to pioneer inclusive financial confidence helping people build strong foundations to bridge the gap in generational wealth. Our culture is that of agility and constant deployment, we believe in learning fast and learning forward.

Our aim is to provide a work environment where employees can accelerate the development of their ideas and bring innovation to market; at the same time provide a compelling career and development proposition that will enable them to realize their dreams.

What will you do?

This role resides in
Diep River, Cape Town and reports to the Credit Portfolio Manager, who plays a pivotal role in ensuring conversion metrics of the business are met. The individual supervises and coordinates activities of personnel involved in performing internal operations in the department. Is involved in a wide variety of specialised operational functions and continuously strives to improve efficiency and ensure conformance to standard procedures and practices.
What will make you successful in this role?
Excellent communication skills, both written and verbal.
Comfortable with ambiguity in a fluid organization.
A natural skill to engage with people
A high level of attention to detail with excellent organizational skills.
Strong Stakeholder engagement
Being aligned to the values of the company
Leading a team to success
Great Problem solving abilities
Ability to streamline business processes through automation of reports and processes
Experience in working in the Financial Services industry, specifically in the Operational Support area

Role and Responsibilities

Lead a team of Real Time Administrators, Planners, Dialler Administrators and Operations Analyst to ensure success of the business and high staff morale.
Drive better Conversion rates by focusing on Contactability and Dialling strategies
Monthly reporting of Key metrics within the department such as Right Party Connect Rates, Abandon Rates, Service Levels and Adherence.
Ensure the right amount of staff is allocated in order to meet Production targets
Tracking of Iniatives implemented within the Business Optimization Department
Engage Stakeholders in the Loan Acquisition, Collections as well as Marketing and Operation Support in terms of trends and initiatives
Identify opportunities to drive cost saving, revenue driving and efficiencybased improvements for the business

Qualifications

Degree or equivalent in Statistics/Mathematics/Finance (preferred)
Min 2 year's experience in a Contact Centre Operations environment
Min 2 years experience in a similar Business Optimisation role

Knowledge and Skills

Strong knowledge of Financial Services.
Deep understanding of Avaya Pro-Active Outreach Manager(POM) ,Verint as well as Avaya Telephony related system
Strong Analytical abilities
SQL and/or SAS
MS Office, particularly Excel (advanced user)
Understanding of data
Understanding of Planning and Forecasting

Personal Attributes

Optimises work processes
Contributing through others
Plans and aligns
Contributing through others
Directs work
Contributing through others
Communicates effectively
Contributing through others

Build a successful career with us

We're all about building strong, lasting relationships with our employees. We know that you have hopes for your future your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters
Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office the group provides many opportunities for growth and development.
Core Competencies

Cultivates innovation

Contributing through others
Customer focus
Contributing through others
Drives results
Contributing through others
Collaborates
Contributing through others
Being resilient
Contributing through others

Turnaround timeOur commitment to transformation*

The Sanlam Group is committed to transformation and embracing diversity and our employment equity plan and targets will be considered as part of the recruitment process. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society as well as people with disabilities.