**Key Responsibilities**
- To ensure that client and staff expectations are met in terms of our Department Service Level Agreements.
- Lead and provide outgoing support to the Further lending Consultants.
- To ensure 100% quality assurance and adherence to ethical behavior.
- Coordinate and oversee the daily operations of the team
- Adopt and drive initiatives, processes and procedures implemented in an agile manner

**Alignment to business driver/strategy**

**1. Job Function**
- Key focus on individuals through daily/weekly interaction, guidance, direction, and support.
- Conduct ongoing training and take responsibility for the upskilling and the development of staff with the team.
- Manage/Guide a team of consultants, administrators and be able to adopt the role of consultant or administrator when required.
- Liaise with clients and take ownership to resolve complex queries and complains.
- Monitor and manage daily workloads of the team.
- Ensure team operate within ethical boundaries and comply with agreed policies and procedures as per the Credit Policy and all other SOP’s and procedures.
- Regularly engage with staff and drive client centricity.
- Manage the areas that need improvement and take necessary action to improve overall productivity of your team.
- Develop reports and dashboards on retention trends, performance metrics, and team productivity.
- Work cross-functionally with different stakeholders e.g. Products, Client Support teams to ensure client needs are met.
- Payment Processing to allocate, balance & transfer of all financial transactions received in the respective bank accounts efficiently.
- To resolve queries timeously and uphold SLA's with various stakeholders in terms of Transferring of funds, Payment allocation and responding to queries.
- To liaise and create relationships with various stakeholders within and outside of the company.
- To manage the team and ensure upskilling and cross training is maintained consistently.
- Attend to admin changes, rate queries timeously.
- Provide support and oversee the shared Client Loyalty Hub mailbox.
- Manage team attendance and leave requests.
- The Supervisor is to be actively involved in new system development and UAT testing.
- The Supervisor must evaluate and record staff performance accurately, fairly, and confidentially.

**2. Aligned to values**
- Align personal values and team values to the company's culture and values.
- Take responsibility for your personal development and career pathing.
- Subscribe to the company's code of ethics and ensure that all team members adhere to same as well.
- Supervise team behaviors to enhance the reputation and brand of your department and the company at all times.
- Comply with legislation governing SAHL.
- Attendance at work as per the agreed standards and policies
- Operate within ethical boundaries/mandates and comply with agreed policies and procedures as per the Credit Policy and Further Lending rules/processes.

**Minimum Requirements**

**1. Education**
- Matric

**2. Minimum Experience**
- 2-3 years’ experience in a Credit/Home loans environment

**Job Types**: Full-time, Permanent

**Education**:

- High School (matric) (required)

**Experience**:

- Home Loans: 2 years (preferred)
- Credit: 2 years (preferred)
- Retention: 2 years (preferred)

Work Location: In person