What will you do?

This role reports to the Business Optimization Team Leader who plays a pivotal role in ensuring Profit targets are met.  See further roles and responsibilities below.

Role and Responsibilities

Ensure Contact Centre, including Loans and Collections reporting requirements are met on a daily/weekly/monthly basis
Highlight key trends noted in the Contact Centre, including Loans and Collections  space
Continuous engagement with Contact Centre and other stakeholders
Automation of performance dashboards in collaboration with BI,
Provide actionable insights to the SPL management team
Building and maintaining reports
Developing and cross-skilling team in order to ensure growth and knowledge sharing
Identify opportunities to drive cost saving, revenue driving and efficiency-based improvements for the business

What will make you successful in this role?

Excellent communication skills, both written and verbal. 
Comfortable with ambiguity in a fluid organization. 
A natural skill to engage with people 
Passionate about people and Business performance
A high level of attention to detail with excellent organizational skills. 
Passionate and enthusiastic about excellence and attention to detail. 
Managing projects with multiple stakeholders
Being aligned to business values, Care, Collaboration, Innovation, Integrity

Knowledge and Skills

Strong knowledge of financial services.
Previous exposure to Loan Acquisition as well as Collections 
Understanding of modelling
Strong knowledge of Avaya and P
MS Office, particularly Excel (advanced user)
SQL
Power BI
Report Building 
Trend analysis

Qualification and Experience

Grade 12 and 2 years experience in MIS
Experience in Building and Maintaining reports
Previous exposure to Loan Acquisition as well as Collections