MMA Operations Manager

The purpose of the MMA Operations Manager role is to deliver functional operational excellence and business results for the assigned Money Market Account portfolio. The role translates business priorities into tactical operational plans and takes accountability for the end-to-end management and optimisation of operational processes affecting in-store execution, business support, the Call Centre, customer and stakeholder experience. The role establishes appropriate oversight against targets, KPIs, Group policies and procedures, banking and regulatory requirements, and implements risk mitigations within its area of accountability. Working across Business, Stores, Sales, Compliance, Product and Technology, the role aligns delivery, resolves systemic operational issues and provides subject matter expertise on operational processes and service performance.

What you'll do:

• Manage the MMA operations portfolio within the assigned scope, ensuring delivery of business value, service targets and sustainable stakeholder relationships.
• Provide input into the business area's tactical strategy and translate approved priorities into an integrated operational plan, performance measures and delivery routines.
• Monitor operational performance against agreed targets and KPIs, interpret trends and exceptions, and implement corrective actions to improve service, sales enablement and operational outcomes.
• Direct the analysis and improvement of end-to-end processes to address gaps, reduce operational risk and ensure current process documentation and controls are maintained.
• Implement, monitor and control operational processes in line with quality standards, policies, governance and regulatory requirements.
• Coordinate cross-functional stakeholders to diagnose root causes of operational breakdowns, resolve issues within delegated authority and escalate material risks or dependencies.
• Ensure operational processes are aligned to the customer journey and support a consistent experience across stores, business support, the Call Centre and other customer touchpoints.
• Evaluate opportunities to use technology and platform capabilities to streamline work, improve controls and reduce duplication, and coordinate approved enhancements with Product and Technology teams.
• Review customer and stakeholder feedback, service information and operational reporting to identify recurring issues and implement sustainable improvements.
• Ensure compliance with applicable statutory, legislative, policy and governance requirements in the area of accountability and maintain appropriate operational risk controls.
• Identify system or process issues, define operational requirements and work with Product and Technology teams to implement and embed agreed changes.
• Provide input into governance and compliance processes, identify emerging risks and participate in relevant operational or specialist forums.
• Provide input into budget planning, manage approved operating expenditure within delegated parameters and report on variances, cost efficiencies and delivery outcomes.
• Identify and implement operational opportunities that enable product growth, revenue performance and achievement of agreed sales and service targets.
• Maintain a clear understanding of internal and external customer needs and ensure operational teams deliver against agreed service standards.
• Define and communicate operational service solutions, secure stakeholder alignment and ensure customer queries and complaints are resolved within agreed timeframes.
• Maintain accurate product and process knowledge across the operational team and ensure relevant information is communicated to customers, vendors and stakeholders.
• Build effective cross-functional relationships to align expectations, share knowledge, influence delivery and obtain the support required to achieve portfolio outcomes.
• Identify team capability requirements and implement practical development, knowledge-transfer and succession actions.
• Set clear team objectives, monitor delivery and provide coaching, guidance and performance feedback in line with Group policies and procedures.
• Manage people processes within delegated authority, including performance, recognition, conduct and talent practices, and escalate matters where required.

What you bring:

• Relevant bachelor’s degree or diploma in Finance, Business Management, Business Administration or a related field – (essential).
• +5 years’ experience in a senior operational management capacity or equivalent, with exposure to managing a complex, multi-site or distributed operational portfolio in Financial Services, Retail and/or Banking – (essential).
• Good understanding of operational risk and applicable financial-services requirements, including AML/TF, FAIS, GCOC, Market Conduct and the Code of Banking Practice – (essential).
• Clear credit and criminal record – (essential).
• RE5 or RE1 – Banking or Insurance – (essential)
• Relevant CPD and Class of Business requirements – (essential).
• Strong proficiency in MS Office 365 – (essential).
• Ability to travel as operationally required and a valid South African driver’s licence – (essential).