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Jobs Tanzania: Credit and Compliance Supervisor Job Opportunity Arusha at Empower Limited | Deadline: 12th November, 2018
NAFASI ZA KAZI / AJIRA TANZANIA
Credit and Compliance Supervisor Type: Full Time
Category: Risk & Compliance
Location: Arusha
Other Categories: Energy & Utilities ,
Job Level: Supervisory
Roles and Responsibilities
Call Centre Management.
• Create the monthly roster to assign representatives to tasks within the Call Centre.
• Monitor the timeous and efficient provision of KYC to customers and follow up to ensure customers are compliant.
• Track the timeous resolution of escalated enquiries.
• Monitor Call Centre team compliance to company procedures and policies.
• Identify and coordinate the provision of training and coaching interventions to maximize customer service.
• Monitor customer satisfaction score and make recommendations on interventions to improve ratings.
• Attend to matters of a technical nature and liaise with the IT Department to resolve system performance.
• Participate in weekly and monthly Call Centre team meetings to monitor services provided and sales targets, and identify and resolve operational problems.
• Identify and assess risks to the business in consultation with the Call Centre Manager to formulate risk mitigating strategies for servicing management.
• Keep abreast of best practice for Call Centre Management, customer servicing and compliance.
Analysis and Reporting.
• Monitor the closing of the KYC process as per set targets, and devise interventions for KYC which are lagging.
• Update all the Call Centre dashboard reports on time, alert the Call Centre of any alarming spikes.
• Identify critical patterns and trends and recommend appropriate actions in consultation with the Call Centre Manager.
• Conduct root cause analysis and find creative ways to solve top call issues on compliance.
• Input into the analysis to mine data to understand customer behaviors, geographical differences, etc. to improve on service offerings.
• Produce reports on Call Centre operations and / or analysis, based on the management requirements.
• Communicate departmental reports to Call Centre credit and compliance staff.
Budget Maintenance.
• Input into the preparation of the budget for the Call Centre based on operational requirements.
• Assist the Call Centre Manager to monitor the operating budget to ensure expenditure is aligned to budget allocations.
• Address budget variances with the Call Centre Manager to clarify over or under-spend.
• Authorise expenses as per delegation of authority.
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People Management
• Participate in the recruitment of subordinates in collaboration with management and the Human Resources Department.
• Manage the performance of direct reports, ensuring agreement of annual goals, measuring performance against agreed goals and dealing with areas of non-performance.
• Manage the development of staff and identify training interventions in support of career development.
• Input into the development of succession plans for the department in consultation with management.
• Coach and mentor team members to foster personal growth and teamwork.
• Approve leave, leave, subsistence and travel expenses as per delegation of authority.
• Provide updates to the Human Resource Department on any location changes of team members.
• File documentation to ensure availability and ease of retrieval at all times.
Stakeholder Engagement
• Participate in weekly and monthly service team meetings.
• Communicate daily with the Call Centre Manager to provide the necessary updates on day-to-day operations.
• Develop and maintain relationships with Call Centre team members to ensure business continuity and smooth running of operations.
• Support the collaboration across functions to understand and resolve problems on the ground.
• Engages customers via multiple channels to obtain feedback on how needs are being met.
Educational Qualifications
Minimum qualifications.
• Relevant Bachelor’s Degree in Risk and Compliance.
Experience Requirements
Minimum experience
• 3 years’ call centre experience, of which 1 year is in a supervisory capacity.
Ideal experience
• 4 years’ call centre experience, of which 2 years is in a supervisory capacity.
Managerial and Technical Competencies:
• Knowledge of Call Centre operations and systems.
• Understanding of the local business environment.
• Knowledge of the relevant legislation pertaining to the country.
• Knowledge of basic financial principles.
• Supervisory skills.
• Analytical skills.
Generic Competencies:
• Communication skills.
• Problem solving skills.
• Interpersonal skills.
• Planning & organizing skills.
• Time management skills.
• Independent.
• Customer focused.
• Results driven.
• Ethical.
• Team player.
• Work under pressure.
• Self-motivated.
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