Job Description

• Recruit, select, train, assign, coach, counsel, mentor and discipline employees
• Communicate job expectations; planning, monitoring, appraising, and reviewing job contributions
• Maintain safe and healthy work environment by establishing, following, and enforcing standards and procedures; complying with legal regulations
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
• Accomplish operations and organization mission by completing related results as needed
• Serve as primary point of contact when there are customer issues related to customer service, or accidents and mishaps in branches.
• Communicate customer issues with management team and devise ways of improving the customer experience, including resolving problems and complaints
• Work closely with CEO and management team to set and/or implement policies, procedures, and systems and to follow through with implementation.
• Monitor daily operations to ensure a free flow process, and also supervise the execution of daily tasks
• Develop and enforce sound policies and structures for the growth of the company
• Create a strong workforce by developing competent individuals in the branches
• Ensure client data is protected from the public and secured against fraud by enforcing access rights and verification levels
• Leads the implementation of system changes to support new products, ensures system integrity and recommends program changes to more efficiently and effectively support services offered.
• Resolves operational problems
• Responsible for providing necessary training to personnel on operational and support topics.
• Assists management in considerations regarding new services and systems and expansion of existing systems and services.
• Answer requests for assistance from branches with routine procedures questions.
• Review and recommend updates and changes to policies and procedures utilized in delivery of Customer Service.
• Ensures consistent implementation of operations procedures across all branches.
• Prepare monthly statistical reports as requested by management.
• Reviewing business evaluations to assess a customer’s creditworthiness
• Reviewing client due diligence to determine if they meet company guidelines
• Recommending changes to policies and procedures based on experience with similar situations in the past
• Evaluating the performance of employees by conducting performance evaluations and providing feedback on job performance
• Interviewing job candidates to determine qualifications and compatibility with the company culture
• Improve operational management systems, processes and best practices to ensure efficiency and effectiveness.
• Help the organization’s processes remain legally compliant. Ensure all legal and regulatory documents are filed and monitor compliance with laws and regulations.
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• Perform quality controls and monitor business operations through KPIs & achievable targets.
• Find ways to increase quality of customer service and implement best practices across all levels.
• Identify and address problems and opportunities for the company.
• Support staff communication with the management team.
• Lead the process of project implementation for specific projects that the organization is running with.
• Recoveries and repossessed assets
• Liaising with and managing bailiffs
  Planning, budgeting, procurement and installation of new company branches
• Managing Recoveries
  • Manage and assist Head of Department in the timely manner of processing change of ownerships and conduct repossessions in accordance with Company procedures.
  • Assist branches with recoveries
  • Conduct appropriate training in recoveries.
  • Co-ordinate the disposal of assets in a timely manner in accordance with internal procedures.
  • Produce weekly reports on outstanding matters over 90 days
  • Producing monthly reports as assigned by the CEO/MD
  • Liaise with outside counsel and other service providers to ensure matters and processed in a timely manner
  • Sending payroll demand letters
• Any other tasks as assigned by the CEO