Business Optimisation Team Leader D

at  Sanlam

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.

Qualifications

• Degree or equivalent in Statistics/Mathematics/Finance (Preferred)
• Min Matric / Grade 12 or international equivalent industry relevant training courses with Mathematics as a subject
• Min 2 year’s experience in a Contact Centre Operations environment
• Min 2 years experience in a similar Business Optimisation rol

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 Forecastin

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 efficiency-based improvements for the business

Qualifications

• Degree or equivalent in Statistics/Mathematics/Finance (Preferred)
• Min Matric / Grade 12 or international equivalent industry relevant training courses with Mathematics as a subject
• 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