Maintain strong leadership qualities to manage the day to day running of the Further Lending Department, ensuring compliance with the Further Lending Credit Policies and Procedures. Ensure that client expectations are met in terms of our Service Level Agreements. Provide regular support and liaison to clients and staff in respect of further lending applications and dealing with exceptions and motivations. Manage escalated client complaints and queries. Provide regular feedback to the Client Services Head on the results and operational activities and issues within the department. Submission of detailed monthly report. Manage all the growth and optimisation Projects for Further Lending area and liaise directly with IT on all projects.
Key Outcomes
Maximising productivity and department efficiencies
* Manage application flow by daily reviewing further lending workflow stats to highlight delays or slow turnaround times.
* Take necessary action to improve overall productivity and deliver efficiencies within the Further Lending Department.
* Ongoing review of all processes within Further Lending to identify ways to improve turnaround times and service.
* Effective risk management, ensuring all staff in Further Lending Department operate within mandate and comply with the agreed policies and procedures.
* Develop, implement and drive campaigns aimed at growing Further Loan disbursement.
Ongoing People Management
* Set clear standards and goals.
* Manage individual and team performance.
* Lead by example by managing your own and others' time effectively.
* Use hands-on management to develop team cohesiveness and morale.
* Manage a skilled and motivated team to achieve department successes.
Effective Management of Further Lending Department
* Conduct regular meetings to train, update and motivate staff.
* Ongoing communication to staff on a regular basis to update and keep staff motivated. Ensure compliance with all other business practices and processes.
* Manage staff resourcing and deliver/co-ordinate training to fulfill needs within the department.
* Keep in touch with market competitors and ensure that our further lending solution continues to evolve and remains relevant and appropriate.
Daily Management of Further Lending systems/processes
* Analysis of stats and identify variances and delays.
* Approval of re-advances, attending to admin changes, authorisation and disbursements of funds.
* Manage declines and motivate to exceptions.
* Achievement of service level agreements.
* Ensure 100% quality assurance.
Management of Client Complaints and Resolutions
* Monitor decline and complaint trend analysis and escalate if necessary.
* Discuss with management for solutions to resolve Service Level variances.
* Fully understand SAHL products, policies and procedures.
Client Retention
* Key Focus on reducing number of declines and focus efforts on retaining clients.
* Work proactively with clients to explore opportunities for upselling or cross-selling relevant services, products.
* Track and analyse client retention metrics, identifying trends, potential risks, and areas for improvement. Utilize data to report on client health and propose strategies to improve retention.
* Instill and drive the culture of Amazing Service by ongoing communication and feedback to team.
* Actively work to build and enhance relationships between Further Lending and other departments within SAHL.
Aligned to values and self-development
* Align personal values and team values to the company's culture and values.
* Take responsibility for your personal development and career pathing.
* Subscribe to the company's code of ethics and ensure that all employees do the same.
* Manage team's behaviours to always enhance the reputation and brand of your department and the company.
* Comply with all legislation governing the organisation.
* Support and encourage the Amazing service culture.
System Testing and IT Support
* Oversee System Testing & Workflow Process Enhancement (HALO, Salesforce, Legal Documents, etc).
Alignment to business driver/strategy
* Ownership of the overall Further Lending budget target.
* Alignment to the Amazing Service principle and program.
Education: Matric
Preferred: Further Education in Financial Services Industry preferably Mortgage Lending
Experience: 5 -7 years relevant experience
Preferred Industry - Financial Industry
* Analytical
* Team Player
* Problem identification & solving
* Motivational
* High Regard of Service Delivery
* Ability to deal with irate clients
* Sense of urgency in dealing with queries
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