Thornton

Oakes

Update and map existing business processes. Identify risks and process gaps. Identify innovation opportunities. Create to be process maps of optimized processes identified. Assist with innovation projects. Document and update Standard Operation Procedures at the Group level. Assist with audit-related recommendations and findings by closing out outlined items. Consult with risk and compliance departments on process needs and optimization. Work alongside the Business Analyst team to ensure optimal project implementation and process-related requirements. Identify IT-related opportunities for the optimization of processes. Liaise directly with Staff, Managers, and Heads of the department on process-related data. Attend feedback meetings with stakeholders, including the COO, to ensure business needs related to processing engineering projects. Report to business on operational risks and improvements. Conduct continuous waste removal analytics.

Analyse Data, Consolidate unstructured data, and review. Create and present business partner performance data. Legislative Compliance POPI, Data Privacy, Internal Audit. Manage and review effective call center quality management. Implement ISO 9001 procedures and documentation with alignment to ISO 27001 requirements. Prepare any other stakeholder reporting matters as needed.

Fulfill operations processing role as feature owner of Home Loans business. Customer Journeys and systems understanding. Home loans solution redesign and delivery with commercial outcomes. Risk management: customer, user acceptance, solution testing. Develop proof of concepts and value propositions. Analyse product features, benefits, and processes. Research and record what matters in conversations and implement. Digitization and modernization of products. Understand the impact of testing on operational standards. Prepare solution risk documents for sign-off and approval. Design complete scope of work created for development. Improve the capability of response builds on all mediums and all channels. Present prototypes to stakeholders. Build light business cases to support customer journey solutions. Implement solution management and success measurements. Determine value components and features for digitization. Innovate and create products in line with digital banking.

Facilitate and manage Home Loans operations portfolio. Manage risk and compliance for digital and physical records such as work instructions, policies, legal information, performance contracts, job descriptions, and all user activities performed. Managed the effectiveness of the team. Manage critical processes, identifying non-conformances, statistical controls, and improving CI initiatives. Facilitate external audits and maintain certification of ISO 9001:2008 / 2015. Prepare and implement ISO 9001 standards in non-certified areas. Assist business partners with the implementation of ISO standards. Improve Quality Management system. Review the language and procedural standards used. Implemented ISO Metrix system for control development. Monitor system tasks related to non-conformance results of an audit. Ensure procedural processes and prevent operational and financial risk or loss. Assist the bank in establishing future QA roles. Analyse customer complaints to understand.

Report to the Department Head on ISO and Procedures. Responsible for successfully managing Document Control and Procedures clusters in compliance with KRAs and relevant client requirements. Complete CIB operations compliance with ISO 9001:2008 certification. Function as professional liaison for the following business units: Global CIB Operations Departments, Account Managers TPS, Home Loans operations, Regional Network Managers Client Access. Provide facilitation in the following areas: Formulation and execution of ISO in new business units. Management of OPS document control. Enable department readiness for external audits. Provide project support. Provide comprehensive quality reviews of all documents created and updated. Manage the following coordination tasks: Completion of all document control inbox activities. Prompt follow-up of action plans to the completion stage. Proper application of applicable procedural standards. Updating various distribution inventories.

Consistently manage efficient internal and external affiliations of: Regional Production Team Leaders and Managers, Business Partner Interaction Managers, Regional IPC Leaders and National Improvement Structure. Conduct ISO 9001:2008 Quality Standard Audits as Lead Auditor, ensuring required quality standards. Provide support functions to the Quality Assurance Manager and a successful, dynamic team. Ensure efficient use of procedures and systems in line with high service standards to business partners. Internal and external customer satisfaction. Innovative developments in customer connectivity. Perform the following Human Resource functions in line with the Bank's objectives: Identify trends and take corrective action, Manage team performance. Provide training, coaching, and skill development. Directing and monitoring team achievement and goals. Ensuring the cost-effectiveness of the team. Achieving benchmarks daily and monitoring spending. Preparing and presenting team scorecards.

Primary portfolio within the Home Loans operations environment. Optimize and control critical processes through statistical process control. Control deviations within processes. Continuous Improvement (CI) Initiatives. Ensure predictability of processes. Elimination of waste by applying (Six Sigma) methodologies. Audit blueprints and work instructions for all approved processes. Develop quality control mechanisms to increase levels of independence and effectiveness. Understand the costs associated with poor quality and drive improvement initiatives. Monitor unused capacity. Drive continuous quality, productivity, and competitiveness improvement by building a collaborative relationship with internal stakeholders, suppliers, customers, and potential competitors. Embed a culture of quality with customer satisfaction at its core. Manage critical processes by identifying non-conformance and statistical controls. Responsible for external audit compliance and maintenance of ISO 9001.

Process disbursement and registration of all home loans, including new or further loans and re-advances. Consult with attorneys on all required home loan concerns. Gather all required legal documentation to facilitate successful bond completion and finalization. Process disbursement, review, and complete final payment of home loans. Consult with clients on all requirements and resolve obstacles. Ensure queries are resolved within 1 hour of logged consultation. Operate in the learning/testing environment related to all processes and create changes and improvements. Develop proposals and implement changes and process improvements. Conduct daily connect meetings. Ensure compliance with laws and risks related to the Data Privacy Act, Information Privacy Act, FICA, POCA, FAIS, TCF, AML, NCA, CPA, and Code of Banking Practice.

Process the disbursement of all home loan re-advance payments within the specified processing SLA. Consult with clients on related queries and send required documents. Daily and monthly reports on payment performance to the manager and team leader. Update bulletins on the department within the respective team. Accurate recording of statistics on paper and hard copy. Verification of client details via encrypted methods to ensure correct payment. Report relevant matters to the Manager and Leads on home loan registration process changes. Respond to bond registration inquiries, including inquiries from branches and attorneys.