Operations Manager - Finance

• Serve as primary operational contact for clients and agents across all communication channels
  
• Respond to enquiries professionally within agreed service levels
  
• Investigate, resolve and escalate operational issues where necessary
  
• Maintain accurate records of all client and agent interactions
  
• Coordinate card distribution to brokers, agents and clients
  
• Monitor, manage and report on card stock levels
  
• Ensure timely follow-up and resolution of outstanding client and agent requests
  
• Promote a positive customer experience that supports client retention and satisfaction
  
• Coordinate and manage the end-to-end onboarding process for new clients and cardholders
  
• Ensure all onboarding documentation is accurate, complete and compliant
  
• Facilitate client training and product education
  
• Liaise with internal stakeholders to ensure onboarding requirements are completed within agreed timelines
  
• Manage new client contracts, amendments and onboarding documentation
  
• Continuously identify opportunities to improve the onboarding experience
  
• Develop and maintain strong, long-term client relationships
  
• Understand client business requirements and recommend appropriate solutions
  
• Build and maintain effective working relationships with brokers and agents
  
• Provide ongoing operational support to agents
  
• Calculate agent commissions accurately
  
• Ensure commission payments are processed within agreed deadlines
  
• Prepare and submit commission reports
  
• Process payroll payments once funding has been confirmed
  
• Produce accurate operational reports within agreed reporting deadlines
  

Requirements

• Grade 12
  
• Bachelor’s degree in commerce (BCom) or equivalent qualification
  
• Minimum of five (5) years' experience in operations, client services, financial services or a related environment
  
• Experience with operational and process management, payroll administration and financial reconciliation
  
• Knowledge of regulatory and compliance requirements
  
• Advanced Microsoft Excel experience will be an advantage