Head of Operations

Job Description

The Head of Operations Business Unit anticipates the impact of business strategy on other divisions within the Organisation. The incumbent ensures consistency of delivery and enhanced customer and partner experience. The incumbent provides guidance for the relevant mechanisms to receive feedback, highlights operational inefficiencies and guides continuous improvement.

Role Purpose

The WesBank Operations HOD forms part of the COO Management Committee and will be responsible for focusing on building, maintaining, and leading multiple teams of Operations Managers, professionals, and staff to execute the Banks sales administration processes, post sales service and processing strategy. The HOD has overall accountability for the design, build and successful execution of the customer service, eNatis, Asset Repossession and Remarketing, Customer validations and Transmissions, Customer Refinance and Customer resolution capabilities across the WesBank Retail customer segment. In addition, the HOD Operations is a service provider for the eNatis and Asset Remarketing capabilities for the WesBank commercial customer segment. The HOD Operations forms part of the WesBank Outsource management team and has overall accountability for the providing outsource service functionalities, listed above to the Toyota Financial Services and Volkswagen Financial Services.

Key Responsibilities Include:
- Drive strategic projects, change management and platform integration across operations. Ensure and encourage adherence to an operational framework of policies and procedures.- Establish overall area budget that enables achievement of strategic intent of business.- Manage budget to control expenditure and ensure the efficient use of resources.- Develop and implement business measurement metrics to ensure performance is measured against financial goals agreed for the operational areas and performance against competitors.- Develops operational efficiency and quality standards in line with the targeted financial performance of the business.- Drive continuous improvement in customer service delivery that prevent problems from arising in the future in a proactive manner.- Enhance the service experience by ensuring the alignment of multiple service delivery processes and channels by putting the customer first and implementing service delivery and efficiency models.- Define an integrated and cross-functional service value chain and consider consequences of future actions on the viability of the business including investigating and design of FSR Integration journeys.- Create alignment, collaboration and synergy between the various specialist areas to provide a comprehensive business solution to customers, reshape customer experience journeys to increase self-service and assisted service and employ strategies to maximize customer satisfaction.- Establish best practices in respect of optimising client service through the full operations value chain, within the appropriate risk appetite and automation vision of the organisation.- Ensure that sales strategies are aligned across customer value proposition and actively pursue opportunities that may increase/or enable revenue growth.- Define and implement a successful asset repossession and remarketing strategy for repossessed assets, including commercial and leisure assets.- Establish best practice stock management and auction capabilities across South Africa. Ensure proactive management and consideration of alternate business models including digital auctions and NAV marketplace.- Build and maintain strategic relationships with internal and external parties that enable a successful WesBank Stock and Auction Capability.- Implement continuous improvement in auction administration that aims to proactively prevent problems from arising.- Manage the integrated deployment of the eNatis capability into WesBank and partner businesses.- Establish best practice processes and stock management in the eNatis capability and drive continuous improvement and automation.- Drive strategic projects, change management and eNatis integration across WesBank and partners in conjunction with the Road Traffic Management Corporation.- Build and maintain effective networks with internal and external eNatis communities including Government departments, Suppliers and Industry forums.- Build and maintain strategic relationships with the TFS & VWFS Executive teams.- Ensure successful execution of the service provided to the TFS and VWFS businesses.- Ensure regular audits and surveys are done to measure and track business performance against financial goals.- Align the People Development Plan with current and future operational requirements to support business strategy.- Create an environment conducive to cross-functional skills transfer with a focus on continuous team and personal development.- Manage performance of teams in areas of responsibility against expected delivery targets in area of accountability.- B