Operations Manager: Lending – CVZOML

·        Honours Degree in Finance or equivalent.

·        At least five (5) years solid people management experience to a team of at least eight staff members.

Preferred:

·        5-7 years of experience working in the financial services and/or lending industry.

·        Familiarity with loan administration, accounting, and bank applications/software.

·        Financial/accounting skills with the ability to understand and interpret financial statements, historical trends, projections, management performance, industry and cashflow information.

·        Credit life cycle (up to and including collections)

·        Analytical and critical thinking skills, attention to detail

·        Excellent excel skills (pivots, lookups). Familiarity with loan administration, accounting and banking applications/software is a bonus.

·        Strong interpersonal and customer service skills, including the ability to form and maintain client and business relationships.

·        Strong time management and multitasking skills

·        Problem solving

·        Business acumen

·        Establish and implement KPIs for new roles.

·        Providing structured feedback to team members and monitoring individual and team quality performance.

·        Communicating outcomes of reviewer meetings and ensuring consistent implementation of agreed improvements.

·        Driving continuous improvement in work quality and customer service delivery through ongoing coaching and feedback.

·        Ownership and maintaining of SOP compliance and ensuring consistent application across the team.

·        Implement SOP for new products/systems changes

·        Escalating system and process-related issues (e.g. Connect queries) to the Head: Business Process Optimisation

·        Manage and amend system templates in Operations if this is not part of a project

·        Monitor and identify issues to be escalated regarding Operations Communication channels to ensure business continuity and drive strategy of service delivery to customers:
Info Boxes
Client Support Boxes
Partnership Application Process

Ensure SLAs are met for incoming communication channels
DBC Error Box
Connect Statements Box

WhatsApp
Telephone Lines

·        Managing workflow and WIP to ensure optimal throughput and achievement of operational targets.

·        Managing exceptions through exception reporting and ensuring accurate and timely resolution.

·        Ensuring continuous review of workload distribution and supporting capacity alignment through effective planning with relevant stakeholders.

·        Collaborating with BDMs to resolve delays and remove operational bottlenecks in affiliate applications.

·        Ensuring priority treatment of affiliate applications and managing WIP flow through to disbursement.

·        Implementing practical plans to expedite high-priority applications and maintain service levels.

·        Conducting regular performance reviews, coaching sessions, and structured feedback conversations.

·        Facilitating regular team meetings to ensure alignment on priorities, targets, and operational expectations.

·        Providing visible leadership and setting clear performance and behavioural standards.

·        Managing onboarding and probation processes, including a structured three-month induction programme.

·        Building team capability through mentoring, guidance, and targeted development support.

·        Maintaining appropriate departmental structure and capacity to meet operational demand.

·        Embedding a culture of accountability, performance, and service excellence.

·        Recognising and reinforcing positive performance and behaviours aligned to company values.

·        Conducting regular onboarding check-ins to assess training needs and performance progress.

·        Providing technical training on loan application analysis, including financial assessment principles.

·        Supporting understanding of AFS, management accounts, and SARS-related considerations for high-value applications.

·        Driving continuous upskilling of both new and existing staff to maintain competence and quality standards.

·        Providing ongoing operational support and coaching to the Ops team.

·        Managing the three-month onboarding journey, including regular progress reviews and support.

·        Providing ongoing guidance and development support to the graduate cohort.

·        Providing motivation for reduced interest rate requests for approval submission.

·        Reviewing credit applications to support quality and consistency in decision-making.