Credit Operations Manager

About Discovery 

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating to not only achieve financial success, but to ignite positive and meaningful change within our society. 

About Discovery Bank 

Discovery Bank is a bank like no other – a shared-value bank, designed with our clients in mind. We’re all about sharing the value that clients create when they manage their money well, back with them through exceptional interest rates and rewards. Our Vitality Money programme measures how well clients manage their finances, informs them of what it means to be financially healthy, and empowers them with the knowledge to get enhanced rewards for managing their money well. If you’re adaptable, a problem-solver, always questioning the way things are done, passionate about doing what is right, and obsessed with providing a quality service experience, we have a job for you where you can be your best in an environment that’s safe and nurturing.

Job Purpose 

The Credit Operations Manager is responsible for the implementation and operating of the credit functions. This role is required to assist in the design and continuous improvement of the current and future business processes. This includes systems, processes and people that support day-to-day operations, outlining process flows, defining operating rules and policies, assigning operational roles and responsibilities.

The incumbent also runs the day-to-day functions and keeps track of performance metrics, taking corrective actions and analysing bottlenecks. Is also responsible for implementing credit plans and solutions to improve performance levels. It is important that the incumbent has a hand-on approach and is not afraid to get involved in front line (sic) work to get the job done and to gain a better understanding of the business. Assisting and driving the team towards achieving the business goals and objectives.

Key Outcomes may include but are not limited to 

• Manages the credit operations processes and oversees a wide range of operational activities alongside managing customer relationships. These will include performing credit analysis, credit assessments, data analysis, assessment guidelines and establishing a direct communication channel with applicants or borrowers (clients), escalated customer queries, coaching and driving the key performance indicators.
• Runs a client credit portfolio efficiently while delivering strong customer satisfaction.
• Analyses data and to find patterns that may identify credit risks in the products and raises at the appropriate level.
• Oversees and develops a plan to handle client disputes by:
  • Requesting new client information via the Service Consultants/Discovery Banker
  • Applying discretion in line the overall policy to re-assess the credit scoring and granting
  • Using this information as client intelligence to provide input into the credit model
• Performs data analysis on a portfolio of client cases to identify trends and provides this intelligence as strategic input for the credit model to ensure the Bank’s credit risk is mitigated.
• Performs in-depth analysis of the clients financial status to determine how to best intervene through education motivation and negotiation with the aim of getting the client in a better financial situation.
• Ensures that a detailed risk register with mitigation plan exists for credit operations to mitigate operational risks.
• Monitors all daily and monthly reports for credit operations performance.
• Resource planning based on business demands to ensure adequate coverage across all business functions.
• Monitors key performance areas across risk ops (management checks).
• Focuses on building the employees through IDP, training plans and structured training programmes.
• Drives employee engagement across the business.
• Drives a high performing culture in credit operations.
• Oversees and manages the credit operations process SLAs to ensure that breaches are kept at a minimum. 
• Creates, maintains and enhances internal and external stakeholder relationships in order to improve overall efficiency and ensure compliance.
• Takes accountability for the continuous up-skilling of employees to ensure that current and future business demands are met.
• Develops, executes and gives inputs into the policies, procedures and standards within credits operations aligned to the regulatory framework.
• Regularly communicates and coordinates cross departmental matters if and where necessary.
• Creates, maintains and enhances internal and external stakeholder relationships in order to improve overall efficiency and ensure compliance.
• Keeps abreast of trends and business practices in the credit environment both locally and internationally.

Work Experience

Required:

• At least 5 to 7 years in credit operations and operational risk management in retail banking or financial services.
• 3 to 5 years’ management experience.

Preferred (would be advantageous):

• 5 years of prior experience in loss prevention/risk management including operations management experience in financial or banking would be advantageous.
• Experience in risk management within a financial or banking environment would be advantageous.

Education / Qualifications / Accreditations with Professional Body

Required:

• A Bachelor’s degree with finance, accounting, economics, law, business management. FAIS accredited

Preferred (would be advantageous):

• MBL, MBA , M Comm would be advantageous

Technical Skills or Knowledge:

Required:

• Planning and organising
• Problem solving
• Judgment and decision making
• Conflict management
• Innovative process management
• Client service orientation
• Verbal and written communication
• Strong analytical skills and attention to detail
• Interpretation of data leading to decision making insight
• Business analysis
• Income and expenditure, budgeting, financial planning, pulling bureau reports.
• Understand of relating regulatory and compliance acts
• Knowledge of the banking industry and financial crime
• People management
• Good listening skills
• Risk Management theoretical knowledge
• Case Management

Personal Attributes or Competency Profile:

Discovery Person:

• Values Driven:
  • Committed to integrity and ethics in business
  • Behaves consistently with Discovery Values
• Optimistic:
  • Motivated by a positive future
  • Energised by challenges
• Learns on the Fly:
  • Embraces the unfamiliar
  • Experiments to find solutions
• Resilient:
  • Recovers quickly from setbacks
  • Grows from negative experiences
• Instils trust:
  • Follows through on commitments
• People Savvy:
  • High EQ with low ego
• Drives Results:
  • Energises self and others to achieve
  • Consistently exceeds goals
• Problem Solver:
  • Looks beyond the obvious
  • Find sustainable solutions

EMPLOYMENT EQUITY   
                             
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.