The Operations Manager will be responsible for managing the customer vetting and processing operations to ensure effectiveness and meet targets. Key responsibilities include developing strategies to improve productivity, monitoring system performance and resolving issues, analyzing performance reports, managing resources and budgets, developing staff through coaching and training, and reducing attrition.

1. JOB TITLE: Operations Manager: Customer Vetting & Processing
Group Credit Operations Department
The purpose of the role is the effective operational management of people, processes and priorities of
the credit vetting operations functions ensuring operational effectiveness and delivering on applicable
operational targets.
ROLE DESCRIPTION:
Contribute to the contact centre operational strategies; implement, manage and monitor these
strategies and ensure they are aligned to the overall strategic objectives and targets
DUTIES (Includes but is not limited to):
•Collate daily figures providing an accurate account of productivity and identifying potential
opportunities
•Provide visible and clear leadership to the credit vetting operations promoting a culture of high
performance and customer focus
•Maintain and improve vetting operations by monitoring system performance; identifying and
resolving problems and preparing relevant action plans
•Maintain and improve on productivity measurements within vetting operations to measure and
report on performance
•Design, implement and monitor reward and recognition programmes in support of driving
performance and delivering on targets
•Maintain awareness of external influences such as time keeping, shift hours, contact ability and
training requirements and manage accordingly to keep efficiencies and to meet targets
•Analyse vetting operations performance information and ensure daily, weekly and monthly
monitoring of relevant performance metrics and submit and distribute high quality reports to internal
and external stakeholders
•Compile and issue standard daily, weekly and monthly reports according to business needs and
requirements timeously
•Generate and issue adhoc reports through data analysis to provide management with key statistics
and trends identified and provide recommendations to act accordingly
•Manage budget and resources within these budget guidelines according to company policy and
within ethical corporate governance guidelines
•Manage, monitor, report and communicate in regard to financial and tangible resources,
administration and budgeting
•Calculate and providing an accurate budget for department
•Ensure ongoing cost reductions are implemented
•Ensure all employees have KPA’s in place with clear and tangible goals which are assessed bi-annually
through the performance management process
•Manage and develop organizational structure, career growth and succession plans to meet applicable
strategies and operational targets
•Coach and mentor team leaders’ to achieve vetting operations performance standards
•Provide effective leadership and training to team members in order to reduce turnover in the
operational area and achieve optimal efficiency within the team
•Reduce attrition levels and promote staff engagement by ensuring adequate measures are in place to
address pulse survey results
•Ensuring adequate and appropriate departmental infrastructure is in place to deliver against KPA's