Working with Brands to deliver a superior customer experience through large and complex operations. * Transforming business strategy into suitable operational and customer strategies * Management of third party BPO to ensure all customer solutions are deployed to increase CX and decrease costs* Ensure Group projects are suitably solutioned to ensure cross functional alignment * Solution internal & cross border service journeys

Delivering on strategic objectives through facilitating customer first initiatives via the Customer service and QA departments.

This position, reporting to the Executive of Contact centre operations is responsible for the development, management and specification of strategic solutions within the Sales Operations department with the objective of offering a superior customer experience with an emphasis on origination and acquisition of Capfin financial products.Key performance areas:• Develop, implement and maintain operational processes, systems and practices in a diverse financial product environment with focus on SLA creation and achievement• Create and manager Customer Journeys through the Origination cycle post acquisition through to retention • Establish and manage SLA agreements with internal and/or external service providers in line with Capfin commercial indicators• Establish Direct Marketing and Retention function and capacity• Establish Survey function, methodology and capacity • Design, implement and monitor Capfin Sales Operations Strategy (New Business/ Origination & Acquisition) in alignment with Capfin Vision, Mission and strategic objectives• Management of strategic projects as communicated • Measurement, monitoring and reporting on operations and commercial results• Financial and Risk management of the division• Monitoring Credit Policy and/or Marketing initiatives to measure effect on Operations• Set annual operations targets in alignment with business strategies• Improve systems and processes where inefficiencies have been identified• Lead and direct department in support of Capfin strategic objectives• Establish a departmental culture in alignment with Capfin values and culture

This Senior management position, reporting to the Executive of Contact centre operations is responsible for the development, management and specification of strategic solutions within the Customer Services Department with the objective of achieving SLA targets, customer satisfaction and portfolio profitability - across multiple channels, as well as overseeing the achievement and success of the Capfin Customer services call centre. In addition, it includes overseeing the smooth functioning and integration of all customer touch points aligned to business strategy e.g. loans and service related interactions, as well as the creation and implementation of a Customer experience strategy for the 700 seater Capfin Call centre operational space.

* Manage relationship & performance of 3rd party vendor - 200 seater Outsourced component* Management of 75 seater captive channel services* Achieve departmental SLA & KPI's in relation to all Loan offerings* Root cause analysis of sales plan deviation and implementation of corrective actions * Drive performance management in area* Ensure QA & compliance management within area* Capex & Opex budget compiled and managed

This position is directly responsible for the planning, implementing and controlling of Call centre related strategies and targets, whilst reporting directly to the GM of Marketing. Further responsibilities included: •Developing, implementing and maintaining operational systems and practices •Ensuring high levels of efficiency and productivity across all operational departments •Feedback and reporting on operations results •Leadership and people management •Full budget responsibility; compiling and managing within limits*Four channels – Publication, Insurance, MTN & Credit limit increases*Total of 24 products*Two shifts – day & night*Span of control – 560 agents incl coordinators & supervisors

•Design & implementation of QA strategy and model•Design & implementation of performance management model•Ensure departmental compliance to applicable legislation•Design & control of MIS reports•Manage any out of line instances with Ops•Functional management of 7 QA assessors & 4 MIS/Systems staff•Project management of all new business initiatives

•Management of an Inbound Service desk line - Retail store •Workforce scheduling & adherence management•Incident and Problem management in line with ITIL•Extensive cross functional business interaction & negotiation•QA of service desk interactions•Recruitment•Extensive IR

Planning & implementing workable solutions to maximize sales opportunities and return on investment from our customer base, minimize credit risk across the allocated customer base, all the while keeping within the guidelines of company process, procedure and the Shared value vision.•Managing a net Sales turnover of R200 mill per annum •Managing a monthly collections book of R10 mill•Managing a daily collections book of R2 mill•Implementation of Sales & Credit management strategy•Managing budget within LOA & plan – operational & capex•Medium term strategy & planning

Planning & implementing workable solutions to minimize query generation across the Engen distribution network, all the while keeping within the guidelines of company process, procedure and the Shared value vision.•Short term strategy & planning•Managing QA process of team i.e. rating calls, staff feedback, interpreting reports•The daily & long term functional management of 12 staff members•Executing coaching sessions, in line with ITP guidelines •Liaising & planning with Center manager, as well as Ops manager•Extensive Business interacting•In-depth reporting

•Order capture•Query management•Sales•Credit Management & Marketing Assistant

•Inbound account management•Customer account queries•High purchase vetting