Operations Manager

Quality Assurance

• Preparation and oversight of monthly audit and quality assurance reports.
• 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.

Systems and Processes

• Execution of continuous process improvements by ensuring the successful adoption and enforcement within the team, taking into consideration the importance of change management.
• 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

Productivity

• Monitoring team performance against agreed KPIs and ensuring corrective action where required.
• 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.

BDM | Affiliate relationships

• Maintaining strong working relationships with BDM teams and providing regular updates on affiliate application progress.
• 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.

People Management

• Leading, managing, and developing the operational team to ensure high performance, consistency, and service quality.
• 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.

Training

• Designing and delivering structured induction and technical training programmes for new team members.
• 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.

Graduate Program

• Delivering structured induction and onboarding programmes for graduate entrants.
• Managing the three-month onboarding journey, including regular progress reviews and support.
• Providing ongoing guidance and development support to the graduate cohort.

Ad-hoc duties

• Reviewing competitor rate comparisons prior to client submission.
• Providing motivation for reduced interest rate requests for approval submission.
• Reviewing credit applications to support quality and consistency in decision-making.