Job description

The loan operations manager is responsible for the strategy development and execution of the loan lifecycle processes related to installment collections, arrears collections and customer campaigns. Responsibilities includes strategic input into the overall loan operations strategy, optimising relevant KPI’s, project managing and implementing key strategic projects, ensuring effective collaboration with the origination, credit, finance, contact centre and analytics departments and alignment with the broader business strategy.  

The role sits at the heart of the business and requires a combination of business acumen, advanced analytical thinking, strong digital business solution design and implementation abilities and the drive and attention to detail that enables efficient and cost-effective operational processes. This is a senior management role that reports directly into the Loan Operations Executive.  Direct reports include a product owner and collections and campaign analyst(s).

Requirements

Key performance areas:

Payment solution strategy

• Design, implement, manage and improve the payment solution strategy (debit order/NAEDO/DebiCheck) that balances the collection value with the cost to collect.
• Work closely with IT (Scrum team) to implement the appropriate solutions.
• Work closely with Data and Analytics to develop performance and monitoring reporting.
• Ensure compliance to NCA, PASA and FRB terms of use.

Early and Late Stage Collections Strategy

• Benchmark and develop early and late stage collection strategies to ensure alignment with industry standards and achievement of collections objectives.
• Work closely with IT (Scrum team) to implement the appropriate solutions.
• Work closely with Data and Analytics to develop performance and monitoring reporting.
• Monitor and analyse collection performance (data and trends) within the department and identify appropriate responses.
• Improve risk and credit efficiencies through the implementation of effective and appropriate data driven strategies and action-plans.
• Strategies should include but are not limited to:
• • Queue allocation strategy
  • Dialler strategy
  • Prioritisation strategy
  • Segmentation strategy
  • Call/SMS/MMS/e-mail/Letter strategy
  • PTP strategy (Type, amount and platform)
  • Debt-rescheduling strategy
  • Digital strategy
• Compliance to NCA, POPIA, CPA and all other applicable legislation

Campaign Strategy

• Design, implement, manage and improve the retention of customers on the Capfin database through various channels (SMS/Digital/Call Centre).
• Work with Marketing and Business Development to execute new Acquisition DM Call campaigns.
• Work closely with IT (scrum team) to implement appropriate bespoke solutions.
• Work closely with Data and Analytics to develop performance and monitoring reporting
• Work closely with Finance to optimise profitability on all campaigns
• Work closely with Operations who execute call campaigns
• Strategies should include but are not limited to:
• • Queue allocation strategy
  • Dialler strategy
  • Prioritisation strategy
  • Response model development
  • Data enrichment strategy
  • Loan flow strategy
  • Campaign scripting
• Compliance with NCA, POPIA, Waspa and all other applicable legislation

 Alignment with Capfin Credit Policy

• Ensure that operational strategies align with the Capfin credit policy.
• Identify changes in credit policy or credit environment that requires changes or amendments to the collections and campaign strategy and develop and implement necessary mitigation solutions.
• Collaborate with the credit team to provide feedback regarding operational trends and to ensure optimal strategy design.

Collaboration with operational departments

• Work closely with finance operations in order to design and implement new payment strategies and solutions.
• Work closely with collections operations (call centre) in order to design and implement new collection strategies and solutions.
• Work closely with direct marketing operations (call centre) in order to design and implement DM strategies and solutions
• Give input into contact centre workforce planning models, scheduling models and incentive models.
• Assist and support operational departments during new strategy implementations, e.g. training, change management and post implementation reviews.

Measurement and reporting on operations results

• Responsible to measure and monitor performance.
• Develop KPI’s for operations to monitor daily performance.
• Weekly and monthly tracking of relevant performance metrics.
• Collaborate and consult with Data and Analytics and Credit Operations Analyst to develop monitoring and reporting templates/dashboards to monitor and report on operational performance.
• Regular meetings with the credit risk team to review and interpret credit operational results.
• Regular feedback and reporting to Executive: Loan Operations.
• Input into monthly risk pack.
• Lead DM steerco.

Financial management

• Conduct budgeting and forecasting processes for payment solution collection process in accordance with Capfin financial management policies and practices.
• Conduct budgeting and forecasting processes for Direct Marketing processes in accordance with Capfin financial management policies and practices.
• Conduct budgeting and forecasting of the operational costs associated with the collections and direct marketing strategy, including sms costs, phone call costs and payment.

Leadership and people management

• Strategic thinking: Be a thought leader in the collections and campaign strategy space and pro-actively drive the strategy within the team and the business.
• Stakeholder Management: Ensure that relevant stakeholders are involved in projects and that they are informed of progress and issues and build relationships with other senior managers within the organisation.
• Project Management: Effective planning and prioritising of own work and that of the team.
• Line Management: Manage, retain and develop a variety of competencies in the team (Product Owner and Analyst(s).

Functional competencies:

• Strong commercial orientation and business acumen.
• Strong conceptual skills with the distinct ability to contribute at strategic and tactical level and the ability to integrate activities with operational priorities and activities and obtain buy-in from all internal stakeholders.
• Analytical minded with strong numerical skills and the ability and experience to use data and management information to drive and inform decision-making.
• Information presentation skills.
• Systems development life cycle concepts.

Behavioural competencies:

• Collaboration
• Client focus
• Communication
• Resilience
• Applying professional/specialist/technical expertise
• Information gathering and problem analysis
• Creating and innovating
• Planning and organising

Qualification: 

• Degree in Statistics/information technology/project management/ business management or related discipline, or relevant experience.

Experience:

• 10 + years of experience in a business process design and execution role, of which 5 years should be at a managerial level, preferably in an unsecured loans business.

The closing date for application is 22 April 2019.

Posted on 10 Apr 15:05