As a Operations and Compliance Manager, you will be responsible for all operational, technical, talent management and processes within Hellopay. Keep track of performance metrics, analyse bottlenecks, take corrective actions where required and have a hands-on approach, and get involved in front-line work to get the job done and to gain a better understanding of the business.
You will be responsible for ensuring that Hellopay follows all ethical and legal requirements and leas the efforts to support all functions to document and improve standard operating procedures and training for compliance and monitoring. You are required to assist in the design and continuous improvement of both current and future business processes, this includes systems and processes that support day-to-day operations, outlining process flows, defining operating rules and policies, and assigning and monitoring operational roles and responsibilities.
SKILL REQUIREMENTS/PERSONAL COMPETENCIES
- Experience in developing, building and maintaining partnerships
- Report writing and report presentation
- Strong negotiating and decision-making skills
- Experience in budget management, forecasting, pricing, and account profitability review
- Ability to build strong relationships and work effectively with all internal and external teams including sales, business development, marketing, and product management
- Salesforce experience
- Demonstrated ability to work independently and collaboratively in a fast-paced environment
- Results-oriented mindset with a focus on achieving targets and delivering measurable business outcomes
- Analytical skills to analyze market data, identify trends, and make data-driven decisions
- Creative thinking and problem-solving abilities to develop innovative solutions and overcome business challenges
- Proven experience in a risk, ethics, conflicts, or independence role within a financial services setting or similar
- Operational responsibilities for process execution
EDUCATION AND EXPERIENCE
- Suitable tertiary qualification
- Minimum 5 years’ experience in operations service, compliance, and/or retentions as a Manager
Operations management
- Oversee the day-to-day operations of the business, device management, and the work of Teams in area of responsibility (including Queries, Payout, and Compliance)
- Develop and implement operational policies and procedures to improve productivity and efficiency using technology
- Provide a high level of support to the Commercial team to ensure high level of customer service
- Monitor and analyze key performance indicators to identify areas for improvement and implement corrective actions
- Reduce operational costs, improve resource utilisation, and increase productivity within the company operations
- Manage and monitor the performance of the Ops team
Product, partner and technical management
- Analyses data and find patterns that may identify risks in the products and escalate
- Regularly review system and app functionality to further enhance process (admin, compliance, Sign-up and Customer app)
- Ensure all partners have appropriate operational SLA’s in place to deliver on strategic objectives
- Ensure alignment with strategic objectives, overseeing cross-functional collaboration between teams, and maintaining a keen focus on timelines and resource allocation
- Implement successful agile methodologies and the continuous improvement of development workflows
- Creates, maintains, and enhances internal and external stakeholder relationships in order to improve overall efficiency and ensure compliance
Collections management
- Strategic and best practice thought-leadership within the Collections department to enhance operational competencies
- Executes the collections and recovery strategies aligned with the overall company strategies
- Manages and monitors the performance of collections agents
- Communicate with clients to build and maintain a strong working relationship and reduce the number of clients who stop working with the company
- Manage statistical information to address customer retention and collections performance
Compliance management
- Designing and facilitating effective and efficient compliance processes with clearly defined roles and responsibilities, that enable business to deliver exceptional client service
- Implementing monitoring processes, providing value-add reporting and ensuring remedial action is taken for identified non-compliance
- Manage team of Compliance Administrators/Team Lead responsible for the client engagement acceptance processes
- Identify risks related quality objectives, assess current controls to determine if appropriate and design controls to further mitigate any identified risks
- Identify improvements to existing processes
