Transaction Manager

**Job Description**:
**Reference Number**:JA-TMLF-001**

Take responsibility for the quality control and quality assurance in the Transaction teams by establishing, maintaining, and monitoring of the complete quality assurance processes and systems and that deviations are reported timeously. The role advises and assist with establishing standards and procedures and undertakes audit functions.

**Responsibilities**:

- Deliver customer experience excellence aligned to Organisational values and service standards
- Build professional long-term relationships with customers based on trust that builds the brand
- Collect and interrogate information and feedback to ensure full understanding of customer needs
- to deliver a quality service
- Deliver service that exceeds customer expectations through proactive, innovative and appropriate
- Provide customers with relevant information to keep them informed of products and service options
- Build relationships that allow for the managing of expectations; the sharing of knowledge and diverse insights; and the creation of buy-in
- Engage in cross-functional relationships to obtain and to provide work support
- Ensure compliance with relevant statutory, legislative, policy and governance requirements in area of accountability
- Ensure implementation of relevant policies, governance, and practice standards across the business
- Maintain knowledge on relevant legislative amendments, industry best practices and internal compliance procedures and requirements
- Ensure compliance is adopted in terms of systems and procedures as laid out by organisation and review in response to audit findings and changes
- Develops an unerstanding of risks and risk management approaches
- Implement and provide input into the development of governance and compliance procedures and processes within area of specialisation and identify risks
- Educates others and makes suggestions for improvements
- Networks and participates in specialist risk forums where required
- Implement, monitor, and control business processes according to quality standards; policy; and compliance and governance requirements in area of accountability
- Ensure the development, alignment, mapping, and implementation of end-to-end processes aligned to the customer journey map
- Research, enable and consult on improvements and opportunities to harness technology and platform enablement
- Review existing processes and suggest innovative ideas to improve and streamline processes to drive efficiencies and minimise redundancy
- Monitor customer feedback reports and align processes to maximise efficiencies
- Improve business decisions by providing accurate and reliable business intelligence (information) together with analysing trends and data
- Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets
- Accumulate information to review work progress that provides input to reporting, decision making and the identification of improvement opportunities
- Provide input into the development of the business area tactical strategy in achievement of the overall business strategy
- Develop and implement an area operational plan in achievement of Business objectives
- Provide input on operational aspects of new deals and structures
- Once a deal is signed, provide support in implementing legal agreements
- Support with the management of operational breakdowns and resolve escalated queries
- Provide assistance with internal and external audits Take responsibility for Risk Register
- Accurate checking of daily work
- Check and sign off work performed in the area against relevant processes
- Reduce the type of checking items we do (consider high risk and high value)
- Accurate recording of errors
- Monitor, analyse and evaluate relevant processes
- Problems are timeously identified, prioritised, and resolved
- Operational Feedback Dashboard - nature of errors identified and addressed with stakeholders
- Processes streamlined, enhanced, and improved
- Check and sign-off work performed in the area, against relevant process/es
- Review and analyse relevant processes, documentation, and data quality
- Identify gaps against functional requirements and standards
- Recommend solutions to business, whilst taking fraud and risk into account
- Implement solutions into business frameworks accordingly
- Assess quality service standards of individuals, team, and the business unit
- Participate in internal forums and projects when required, acting as Subject Matter Expert (SME)
- Monitor core processes and ensure that correct procedures are followed within defined SLA standards Monitor and report on workflow efficiencies and effectiveness
- Process and resolve disputes and/or enquiries timeously and accurately
- Assist the team in finding the most appropriate solutions to challenges that may arise
- Monitor and evaluate existing processes in order to create greater efficiencies, whilst ma