Loan Processing Centre Operations Supervisor

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Job Summary

• Assessment, approval and disbursement of retail assets products such as non-scored loans/credit scored loans/card applications/renewal of overdraft/new overdraft request as per mandate/framework

• Responsible for the day to day monitoring and control of all lending ( both authorized and unauthorized ) to the Consumer Sector including all related activities such as daily monitoring of out of order retail savings and current accounts as per policy rules, FOS authorizations, auctioning of all excesses report.

• Apply operational rigour and comply with operational risk and standards at all times

• Support in achievement of set team targets

• Attend to queries from branches

• Plan, organize & complete tasks and activities aligned with performance objectives

• Consistently updated on processes and procedures

• Process proposal forms Insurance related with associated entries to process payments

• Attend to end-to-end process of insurance operations (which includes and is not limited to-sending of renewal notices, sending of chasers to customers in arrears, liaise with insurance companies, keep updated filing and set instructions in place as well as amend or cancel standing order.

• Attend to end to end process MCIB(new credit facilities and replacement cards as well as write off accounts) Oversight on the overall performance of the Squads-track & measure

• Team allocation of work-with attention to Priority

• Manage capacity planning of the team

• Embrace change and contribute to the overall success of the tribe.

• Attend to MCIB queries & requests and update Bank of Mauritius daily.

• Drive and monitor goals and objectives of team

• Build and develop a team that enables them to execute their role

• Perform People Manager functions such as Recruitment, Talent management, Mentoring and Performance Management and development

• Training and development

• Reward and Recognition

• Management of team reporting to them

• Ability to work in a team

• Support colleagues where required with a view to impact on overall performance

• Upskilling & share knowledge with other peers

• Think customer in all interactions

• Focus on customer experience

• Build trust with the customers  through  quick decisioning & disbursement

• Complaint -Escalation & resolution

• Provide solutions to resolve customer complaints

• Track & measure complaints as per existing SLA

• Follow  the Risk procedures & policies of the Bank

• Conduct RACI/CPA /related control  testing for the department

• Embed new guidelines

• Comply to Regulatory policies

• Coach team on policies

• Compile documentation  for reviews such as Bank of Mauritius ,BIA and others

• Perform MI duties and analysis

• Support and work on some key projects within the Consumer operations space

• Drive process improvements in the team

• Work on Process improvements along with the team to improve efficiency in the Consumer Ops space

• Degree with minimum 3 years relevant experience or equivalent of 5 years bank related experience

• Operational Awareness
• 1 Year Relevant Experience with SME background
• Some Leadership experience

• Knowledge of the bank’s customer service standards
• Good knowledge of the Personal Credit Policy
• A good understanding of the bank’s lending policies, principles and procedures
• A good knowledge of the bank’s lending criteria across all segments and the products and services relating to them
• A general knowledge of the Retail Risk Policy & standards , Unsecured loans/Personal Overdraft/Mortgage/Cards/SME and any other retail products User manual and Guide to management of risk
• In-depth knowledge of the full ABSA Retail product set, with special attention to the product suite available to Prestige/SME customers.
• Understanding of ABSA Retail strategy, operating structure and interface with other functions
• Good understanding of Risk and Credit policies and procedures
• Detailed understanding of people policies and procedures
• Principles of lending
• Basic Risk Management Techniques
• Knowledge of Insurance products
• Understanding of technical support systems

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Education