Money Market Operations Manager - Brackenfell at Shoprite Group of Companies

Purpose of the Job    

• The purpose of the Money Market Operations Manager role is to actively grow Shoprite’s Money Market Account share nationally within RSA.
• The role does so by taking accountability for the enabling aspects of the model including the end to-end management of operations for the Money Market Account which has an impact on the In-Store, Business Support, Call Centre, participant, or other stakeholder experience and/or function.
• The role set-up and maintains the appropriate level of oversight in line with targets, KPI’s, Group Policies and Procedures, Banking and Regulatory requirements, including the appropriate risk mitigations.
• The role supports the facilitation of cross functional teams, aligns activities to strategic objectives and provides subject matter expertise pertaining operational process. The MMA Operations Manager is a driven and organised individual, with a passion for providing support, ‘sweating the small stuff’ and making things work well.

Job Objectives    

• Actively manage the national MMA operations portfolio, ensuring business value, sustained community relationships and achievement of sales and services targets. 
• Provide input into the development of the business area tactical strategy in achievement of the overall business strategy
• Develop and implement an operational plan in achievement of business objectives.
• Ensure business process efficiency and improvement management by identifying and directing the analysis of existing processes to       identify gaps and opportunities for improvement to mitigate operational risk and ensure all processes are documented and updated regularly.
• Implement, monitor, and control business processes according to quality standards; policy; and compliance and 
• governance requirements. 
• Work closely with other teams and stakeholders to monitor exceptions, ensure they are resolved promptly and to do analyses and address operational breakdowns and gaps which includes working with the Business, Call Centre, Store, Sales and Compliance to Identify root causes of operational breakdowns and resolve / escalate to relevant stakeholders.
• Ensure the development, alignment, mapping, and implementation of end-to-end processes aligned to the customer journey map. 
• Research, enable and consult on improvements and opportunities to harness technology and platform enablement. Review existing processes and suggest innovative ideas to improve and streamline processes to drive efficiencies and minimise redundancy.
• Monitor customer feedback reports and align processes to maximise efficiencies. 
• Ensure compliance with relevant statutory, legislative, policy and governance requirements in area of accountability. Identify system issues and liaise with Technology /Product teams to remedy, identify opportunities for system enhancement and implement proposed changes. 
• Implement and provide input into the development of governance and compliance procedures and processes within area of specialisation and identify risks. Network and participate in specialist risk forums where required. 
• Provide input into the budget and manage and report on budget usage that reflects delivery of planned work within agreed parameters, and cost reduction initiatives and related metrics. 
• Identify and utilise opportunities within the product operational fulfilment processes and engagements for revenue growth to deliver on sales targets. 
• Ensure that teams in operations maintains a full understanding of both the internal and external customer needs to deliver a quality service. 
• Ensure customer service solutions are aligned to the business operational plan and organizational values and service standards. Communicate how customer service solution will be implemented and secure buy-in from all teams and ensure timeous resolution of customer queries and complaints within the required time frame.
• Ensure product knowledge and advice is technically accurate and ensure that all staff in within your team and those you oversee provide customers and vendors with relevant information to keep them informed of products and service options. 
• Build relationships that allow for the managing of expectations; the sharing of knowledge and diverse insights; and the creation of buy-in by engaging in cross-functional relationships to obtain and to provide work support. 
• Identify development needs and select effective solutions to address own and employee development needs 
• Ensure that each employee prepares a personal development plan that is implemented and reviewed as required 
• Provide on the job coaching and guidance. 
• Manage team delivery against goals in the area of responsibility - manage performance moderation, disciplinary action, recognition, of your teams’ processes in line with HR and Group policies and procedures. 
• Participate in Talent Management practices and processes in line with HR policies and procedures and effective capacity building - skills transfer in specific functions. 

Qualifications    

• Relevant degree or diploma in bachelor’s degree in finance or business Management and Administration or similar

Experience    

• 5 years plus experience in a senior capacity within an operational environment or equivalent with exposure to providing operational support throughout a national distributed network, in a Operational Financial Services, Retail, and/or Banking sector

Knowledge and Skills    

• Good understanding of Operational Risk (AML/TF, FAIS, GCOC, Market Conduct and Code of Banking Practise) 
• RE5 or RE1 – Banking or Insurance  
• CPD and Class of Business 
• Strong proficiency in MS Office 365 
• Ability to travel throughout SA at short notice (holder of a valid South African drivers' license)