Further Lending Manager

**Key Purpose**

**Key Outcomes**

**Maximising productivity and department efficiencies**
- Take necessary action to improve overall productivity and deliver efficiencies within the Further Lending Department.
- Ongoing review of all processes within Further Lending to identify ways to improve turnaround times and service.
- Effective risk management, ensuring all staff in Further Lending Department operate within mandate and comply with the agreed policies and procedures.
- Develop, implement and drive campaigns aimed at growing Further Loan disbursement

**Ongoing People Management**
- Set clear standards and goals.
- Manage individual and team performance.
- Lead by example by managing your own and others time effectively.
- Use hands on management to develop team cohesiveness and moral.
- Managing skilled and motivated team to achieve department successes.

**Effective Management of Further Lending Department**
- Conduct regular meetings to train, update and motivate staff.
- Ongoing communication to staff on a regular basis to update and keep staff motivated. Ensure compliance with all other business practices and processes.
- Manage staff resourcing and deliver/co-ordinate training to fulfil needs within the department.
- Keep in touch with market competitors and ensure that our further lending solution continues to evolve and remains relevant and appropriate.

**Daily Management of Further Lending systems/processes**
- Analysis of stats and identify variances and delays.
- Approval of re-advances, attending to admin changes, authorisation and disbursements of funds.
- Manage declines and motivate to exceptions.
- Achievement of service level agreements.
- Ensure 100% quality assurance.

**Management of Client Complaints and Resolutions**
- Monitor decline and complaint trend analysis and escalate if necessary.
- Discuss with management for solutions to resolve Service Level variances.
- Fully understand SAHL products, policies and procedures.

**Client Retention**
- Key Focus on reducing number of declines and focus efforts on retaining clients.
- Work proactively with clients to explore opportunities for upselling or cross-selling relevant services, products.
- Track and analyse client retention metrics, identifying trends, potential risks, and areas for improvement. Utilize data to report on client health and propose strategies to improve retention.
- Instilling and driving the culture of Amazing Service by ongoing communication and feedback to team.
- Actively working to build and enhance relationships between Further Lending and other departments within SAHL.

**Aligned to values and self-development**
- 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 employees do the same.
- Manage team's behaviours to always enhance the reputation and brand of your department and the company.
- Comply with all legislation governing the organisation.
- Support and encourage the Amazing service culture.

**System Testing and IT Support**
- Oversee System Testing & Workflow Process Enhancement (HALO, Salesforce, Legal Documents, etc).

**Alignment to business driver/strategy**
- Ownership of the overall Further Lending budget target.
- Alignment to the Amazing Service principle and program**.**

**Minimum Requirements**

**Education**:Matric

**Preferred**: Further Education in Financial Services Industry preferably Mortgage Lending

**Experience**:5 -7 years relevant experience

**Preferred Industry -**Financial Industry

**Competencies**

**Generic Competencies**:

- Strong Leadership Qualities
- Analytical
- Team Player
- Problem identification & solving
- Motivational

**Technical Competencies**:

- Excellent Communication Skills
- High Regard of Service Delivery
- Ability to deal with irate clients
- Sense of urgency in dealing with queries
- Multi-tasking

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

**Education**:

- High School (matric) (required)

**Experience**:

- Sales: 3 years (preferred)
- Management: 2 years (preferred)

**Location**:

- Durban, KwaZulu-Natal 4051 (preferred)

Work Location: In person