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Operational Excellence Manager

2 weeks ago

Johannesburg, Gauteng, South Africa talentCru Full time
Responsibilities
  1. Audit and Compliance: Oversee audit findings management, ensuring compliance with regulatory requirements and internal policies. Develop and implement corrective action plans to mitigate risks identified during audits.
  2. Fraud Detection and Prevention: Lead the fraud operations team to detect, investigate, and prevent fraudulent activities on the platform. Develop and enhance fraud detection algorithms and tools to stay ahead of emerging threats.
  3. AML Compliance and Governance: Oversee AML compliance efforts, including customer due diligence, transaction monitoring, and suspicious activity reporting. Stay abreast of evolving AML regulations and implement necessary changes to maintain compliance.
  4. Front Line Support and Service Delivery: Indirect monthly management and supervision of the front-line customer servicing team to ensure SLAs while optimizing on OPEX and CAPEX costs pertaining to support resources.
  5. Second Line Support and Escalation: Provide expert support to address escalated customer queries and issues beyond the capacity of front-line support teams. Collaborate with cross-functional teams to resolve complex customer issues efficiently.
  6. Refunds and Reconciliation Management: Develop and maintain refund policies and procedures to ensure timely and accurate processing of refund requests. Analyze refund trends and implement measures to minimize refund-related risks.
  7. Incident Response and Crisis Management: Develop and implement incident response protocols to effectively manage operational disruptions, security breaches, and other incidents. Coordinate with internal teams and external stakeholders to minimize the impact of incidents on the platform.
  8. Process Improvement and Optimization: Continuously evaluate operational processes and procedures to identify opportunities for efficiency gains, cost reduction, and enhanced risk management.