Origination Optimisation Specialist

The Origination Optimisation Specialist is responsible for the continuous evaluation and optimisation of all aspects of the customer experience and provides strategic input to the Customer Lifecycle Management through ongoing refinement of customer origination communications and processes across all origination channels (e.g. Call Centre, USSD, Web, SMS, Face-to-face) as well as Customer Services.
Responsibilities include evaluating current contact centre and digital origination processes, identifying areas of improvement and working cross-functionally to formulate and implement efficiencies across the business.

**Origination Strategy Alignment**
- Provide input to the overall document vetting and loan origination strategy
- Identify and implement new onboarding enhancements to improve customer onboarding experience that create product awareness & encourage customer retention
- Monitor all origination channels and recommend initiatives to ensure all origination channels are optimal and supported by the product strategy and customer segmentation models
- Evaluate existing origination processes
- Determine business process improvements and coordinate with internal & external stakeholders
- Project manage all aspects related to implementation of changes to business processes
- Revising & updating all standard operating procedures and policies
- Obtain input from business process owners; consult or coordinate with cross functional teams on requirement for improvements
- Ensure individual involved in management and operations of different processes are trained and educated on improved business processes
- Engages Origination Head and relevant Product Owners in an advisory capacity to optimise customer experience and operational efficiency
- Represents the customer in the implementation of strategic projects in the different origination channels
- Ensures effective communication and alignment of key customer insights across the organization with specific focus on Call Centre Operations and the larger Loan Operations Team
- Understand impact of regulatory compliance on loan operations and work closely with the compliance department to ensure compliance with reference to customer processes and communication
- Support selected strategic initiatives projects
**Originations Data Management and Integrity**
- Ensure that a performance monitoring system/process is in place in order to effectively monitor operational performance and trends within the relevant systems
- Monitor all acquisition channels and recommend initiatives to ensure all origination channels are profitable supported by the product strategy and customer segmentation models
- Communicate key performance indicators and insights across various levels of the business
- Ensure appropriate reporting and interpretation of information is available to the Origination team
**People Management**
- Actively build relationships with internal clients (Operations, IT, Decision Support and Credit)
- Maintain high cross functional communication skills for both lateral and upwards people management
- Maintain a department organizational structure, capacity (knowledge and skill) and career pathing / succession plans to meet applicable Capfin strategies and targets
**Functional Competencies**
- Strong commercial orientation and business acumen
- Strong conceptual skills with the distinct ability to contribute at strategic and tactical level and the ability to drive origination activities with operational priorities and activities and obtain buy-in from all internal stakeholders
- Experience in Retail Relationship Management
- Experience in unsecured loans or revolving credit industry
- Experience in Digital Transformation & improving customer experience
- Thorough understanding of in-store operational processes and impact on Retailers
- Sound knowledge of business processes within credit industry
- Thorough understanding of the lead generation; direct marketing and origination life cycle
**Behavioural Competencies**
- Collaboration
- Client Focus
- Customer focused
- Communication
- Resilience
- Information gathering and problem analysis
**Qualification**
Degree in business management or related discipline, or relevant experience
**Work Experience**
- Min 8 years in a related business process optimization/data quality/analytics and execution role
- 3 years should be at a managerial level, preferably in an unsecured loans business
Capfin is committed to creating equal employment opportunities that is aligned to our Employment Equity Plan.