First Line Manager: Multi Data at Sanlam Group

What will you do?

The Multi Data Service Manager builds competence and commitment in the products and services and capacity in Multi Data by managing clients, staff, processes and systems regarding payments and collections, relevant to small and large clients on different operating models.  These include the client roles of TPPP (Third Party Payment Provider) and SO (System Operator).

Responsible for managing the system/process/production to achieve the objectives of Operational Efficiency, as well as the effective management of staff (Employee Experience) and service level agreements (Client Experience.

• Provide regular statistics regarding production and trends. 
• Responsible for quality in operational environment. Accuracy with Input of EFT- files to be processed on specific dates. 
• Escalated client enquiries and complaints.
• Determine the integrity of the client’s personal information before updating client’s information on our systems. 
• Create positive and lasting relationships with our vendors and clients.
• Manage and mitigate fraudulent transaction activities.
• Drive continuous improvement in the operations and service delivery.
• Reporting to Operational Manager.

Main Duties:

• Achieve client experience by reaching the annual service target according to Multi Data monthly service level agreements and voice of external and internal clients by managing individual performance. (production, quality and complaints).
• Manage and empower the people and evolve the culture to be competitive in a rapid changing world:

1. People management
2. Training and development
3. Culture focus

• Assist with the delivery of financial results:

1. Retain clients
2. Budget and Unit Costs
3. Profits
4. Manage reconciliation and control account

• Deliver continuous improvement through implementing process and system changes.
• Proof to compliance with regulations through reporting.
• Follow all departmental policies and procedures and audit outcomes.
• Accurate reporting.
• Regular collaboration with MD clients (external and internal).
   

What will make you successful in this role?
Knowledge:    

• General management knowledge (including Budget knowledge).
• General Knowledge of payment processes: 

1. Collections
2. Payments
3. DebiCheck
4. Card collections or transactions
5. Tax 

• Knowledge of Financial (Accounting) Impact of certain legislation, e.g. TCF, FICA, PHC rules, Tax legislation.

Skills:    

• Computer & Management skills.
• Proficient in Excel and Microsoft Office tools.
• Proficient in remote and in-person engagements.

Qualifications:    

• Tertiary qualification (Finance, Mathematics, Statistics) 

Experience:    

• Experience in working with money movement processes in financial and/or banking industry.
• Experience in managing operational teams with performance tracking via metrics.
• Experience in driving change and fostering a culture of innovation.

Closing Date: 22nd, July 2022