Team Leader : Product Operations

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 in order 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 Product Operations Team Leader leads, coaches and supervises a specialised Product Operation client service team that manages complex and escalated product-related queries in a back-office environment and aims to prevent further queries by analyzing reports and data and performing in-depth root cause analysis of technology and processes for continuous operational improvement.

Areas of responsibility may include but are not limited to 

• Leads, coaches and supervises Product Operations Case Managers.
• Facilitates team outputs and delivery ensuring the highest quality standard of delivery.
• Drive high levels of Team engagement that positively impact the overall work environment while contributing to company goals and business success.
• Manages cases, escalations; investigates and resolves queries received from internal and external clients within prescribed SLA as well as exception handling with remedial action.
• Managing case pool and intervention required to ensure there is no backlog and case ageing is under control.
• Identifies knowledge and skills gaps within Product Operations team through performance trend analysis.
• Plans, designs and conducts coaching interventions that closes the gaps.
• Bringing relevant issues to the attention of the functional head of the area.
• Provides updates reports to management i.e. Team performance, exception reporting etc.
• Coordinates projects for team and business and leads project meetings, presents new enhancements at forums when required.
• Assists and supports various client servicing channels and internal stakeholders with specialist product knowledge on complex queries.                                                         
• Proactively monitors query drivers and investigates opportunities to improve processes, the product or the APP to reduce or alienate such queries in the future.                                              
• Conduct UAT and post deployment testing as well as facilitate handover of the new system changes/deployment to Product Operations Team.
• Provides input into process enhancements; design of operational processes and root cause analysis of exceptions, trouble shooting and incident management resolution.

Education and Experience 

• Bachelor of Commerce or Bachelor of Science Degree (or equivalent)
• At least 3 years' specific product knowledge of various banking products and servicing experience in banking service and/or operations environment.
• At least 2 years' recent, direct experience within Bank client servicing or Card/Product banking operations environment.
• Minimum 2 years' management experience/in a leadership role
• Experience working with internal and external clients.
• Solid experience in relationship building with stakeholders

Personal Attributes and Skills 

• Knowledge of Banking operations.
• Action oriented with a can-do attitude.
• An operational focus willing to be actively involved in project implementation.
• A deep understanding of business dynamics and challenges.
• Advanced written and verbal communication skills.
• Flexible with an ability to deal with ambiguity and continuous change.
• Excellent leadership skills.                        
• Resilient and able to work under pressure

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.