Team Leader Fleet Card Merchant & Dispatch at Absa Group Limited (Absa)

Job Summary

To plan, manage and monitor the implementation of customer service activities and processes in order to deliver on approved operational plans in an effective and efficient manner. Managed fleet card merchant team and dispatch end to end. Deliver of customer experience effectively

Job Description

Accountability: Strategy and Planning

• Monitor the effectiveness of the day to day operations within team by monitoring and distribution of daily inflow and workflow
• Keep records and performance statistics in accordance with business, statutory and regulatory requirements
• Ensure safe and secure management of customer data including periodic scanning into Docufile. Record in the monthly report the adherence to clean desk policy for the team
• Track and Resolve Customer Care Process (CCP) complaints and escalations
• Minimize complaints and ensure resolution of all cases raised to you adhere to the SLA
• Ensure that the team adhere to the set procedure document
• Continuously update procedure document where there are changes
• Ensure the team is equipped to handle customer request and deliver world class customer service
• Monitor Service Quality and document all results and customer feedback
• Ensure corrective measures are applied where service failures have been identified Track and Resolve Customer Care Process (CCP) complaints and escalations
• Visit Clients when the need arise.
• Monitor service levels as per service level agreements, and escalate potential or actual breaches to relevant stakeholders and clients
• Monitor teams output and ensure that processes, procedures and control requirements are strictly adhered to by checking a sample of work done. Where unremitting deviations occur ensure that suitable coaching and training is provided and / or suitable disciplinary action is taken for serious or unremitting breaches
• Alterations, upgrades, request for staff moves, Staff access control etc.
• Mandates administration – responsible for ensuring suitable strict governance of
• the mandates system for new updates / changes, cancellation – for both credit and functional mandates
• Coach team members on all the processes and controls that they have to execute in their daily work and ensure that they understand the reasons for the controls and consequences for failing to adhere to the prescribed processes.
• Provide evidence / supporting documents to auditors or management assurance consultant during formal reviews.
• Identify losses due to errors or internal fraud in the department. Escalate to the manager and provide all the required information to allow logging of the Risk and Loss Events.
• On weekly basis remind the team of their compliance requirements. If any team member does not understand their obligations, highlight to the manager to arrange briefings by the Compliance Officer.
• Explain the requirements for Business Continuity to the team; nominate team members to participate in BCM tests.
• Make team members aware of all the changes to the policies, processes and procedures that are being planned for the area and ensure that they are able to incorporate the changes on the effective date. Ensure that team members read circulars that are relevant to the area and answer questions they may have
• Act as point of escalation for complaints and or other escalation calls.
• Act as point of escalation for staff operational issues.
• Being queue aware and proactively being visible on the floor and identifying call drivers
• Apply the real time delivery of Centre SLAs in conjunction with peers.
• Ensure the delivery of overall Reporting Team Targets for shrinkages, the delivery qualitative productivity targets for reporting teams.
• Ensure reporting Team Leaders deliver staff development objectives
• Based on training plans agreed for the area, monitor team members to ensure planned training is undertaken.
• Together with the Third Party Manager of the area interview candidates to join the team and provide input into the recruitment decision; the line manager of the area is the final decision-maker on who joins the team.
• Obtain the workforce and recruitment plans created by the line manager and plan execution within given timelines. Make recommendations to the Third Party Manager on how to improve the plans and suggest how resources could be allocated in cases of excessive workload.
• Review leave plans in place and make recommendations to the Third Party Manager to adjust the plans if required.
• Review leave captured on the system (ESS) to ensure that all leave is captured.
• Monitor overtime and ensure that is kept to minimum. Ensure that all overtime is pre-approved.
• When required, recommend to the Third Party Manager to initiate disciplinary processes for team members.
• Participate in collecting evidence for the case.
• Identify employees that are not meeting short-term productivity or control targets and make recommendations to the line manager to place employees on the Performance Accelerator Programme.
• Execute EOS (Employee Opinion Survey) action items as assigned by Third Party Manager
• Support practical implementation of strategic and technical change.
• Support the development and implementation of process improvements to enhance the customer experience and reduce cost to serve.
• Support the development of a customer centric culture – influencing team members to adopt new ways of working.
• Conduct recruitment campaigns as directed.
• Understand the appropriate Policies & Standards applicable to my role through reading the Code of Conduct and other training allocated to me. Where responsible for risks and controls ensure that these are appropriate and fit for purpose.
• Complete, track and own IDP (Individual Development Plan)
• Multiskilling : Actively encourage self-development initiatives
• Provide regular feedback to Team Members about their day-to-day performance Review leave plans in place and submit quarterly schedule for all requests received to line manager for review
• Identify training needs and communicate to line
• Mentoring of new recruits (Incubation)
• Contribute to achieving an empowered culture within the team
• Manage non-performance where necessary and record the conversation on coaching log/ Incident management form
• Draw up and maintain a group wide stakeholder engagement map
• Conduct one on one monthly
• Ensure that analyses is done to determine in which markets opportunities and niches exist

which could be leveraged via partnering/3rd parties.

• Define, agree and embed a clear strategy and framework for third party/ partnership management.
• Define, agree and embed in collaboration with Product, Operations and Finance to ensure innovation, Product distribution & technical support as well are cost efficiencies are carefully considered and executed prior to onboarding 3rd parties.
• Define the third party service model to ensure the effective end to end management of partners from on boarding to production and exit planning is well embedded across the business.
• Review and present business cases underpinning strategic value for partnering for service

provision or market expansion purposes.

Accountability: Partner Management and Review

• Drive Partner engagements and strategic reviews to build deep mutually-beneficial relationships and consistently review the value of each partnership.
• Ensure that regular review meetings are held across the partnership landscape and that key SLA items such as BCM, incident management, compliance feedback, etc. is embedded.
• Ensures that a process is in place to measure and track KPIs regularly measures both supplier and Personal Loans performance against the SLAs term and conditions of the individual
• contract and communicate the outcomes to the supplier performance management team for holistic view.

Accountability: Partner Profitability & Performance

• Build and maintain a partner profitability framework to clearly manage and measure partner services against a price, margin and cost to service to ensure profitability of each initiative.
• Drive and effect appropriate pricing strategies based on an understanding of market trends,client behavior and partner growth;
• Actively drive efficiencies with internal and external service providers to improve service and associated cost to serve;
• Continuously review and identify potential revenue leakage points, drive and own the related remediation initiatives and control embedment.
• Planning, implementing and reviewing annual budgets for Personal Lending and all partners as well as working with Sales, Product and Finance to enable regular forecasting;

Accountability: Risk Management

• Ensure that required regulation and compliance policy is applied as appropriate, e.g.

Introducer policy, KYC etc.

• Own the portfolio audit points and remediation or improvement actions.

PREPRO CAPTURING

• Draw the list from EOS for Prepro and Ort rejt
• Fix the transactions according to their decline reason.
• Link new merchant number if there are existing one already on the systems and for all the banks.
• Create new merchant numbers if merchants signed agreements.
• Fixing cards numbers that were processed by merchant and requesting vouchers to fix them as well.
• Requesting contact details from other banks.
• Collaborating with merchants on how to register in order for them to accept fleet cards.
• Update Sanral transactions manually and its more than 100 transactions.

FRAUD CHARGEBACKS

• Sheldine asked me to assist Fraud Department with finding correct merchant details.
• Requesting vouchers from merchants if Fraud requested them.
• Attend meetings with Fraud to find solutions on how to get details from merchants

MANUAL PAYMENTS

• Process payments from Fleet Authorization manually. Keep record of all manual payments month on month

SALES FORCE

EXTRA ACTIVITIES

FLEET CARD:

Accountability: People Management

Resolving all queries from merchants:

• Requesting commission breakdown
• Loading new merchants
• Inbound calls for fleet card
• Resolving queries on Sales Force (card cancellations, limit adjustments, Sanral queries)
• Resource, develop and maintain a motivated high performing team committed to achieving success
• Agree challenging performance and development objectives for all direct reports providing regular feedback / coaching to ensure their maximum potential is achieved.
• Champion the cultural change needed to reinforce consistent product and operational rigour
• Create sense of urgency and excitement around the Vision and values and ensure individuals actions, processes and practices are aligned.
• Pursue own development to increase personal effectiveness, acknowledging strengths and areas of development.
• Establish and maintain a succession plan for the key roles in the area.
• Approve leave requests for direct reports and ensure that they manage the leave planning for their teams effectively.
• Perform all other duties as reasonably assigned
• All staff to attest to communication , information and training received

Education

• Higher Diplomas: Business, Commerce and Management Studies (Required)