Auto Finance Operations – Manager – English – On-site Johannesburg

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Inviting applications for the role of Auto Finance Operations Manager English On-site Johannesburg
We are seeking an experienced Operations Manager to lead a UK-regulated Auto Finance portfolio within a high-performance BPO environment. This role will oversee Early-Stage Collections and Dealer Lease Close (End-of-Contract Debt) operations ensuring delivery excellence regulatory compliance and strong client partnership.
The successful candidate will bring hands-on experience managing both collections and end-of-lease processes within a UK-regulated financial services environment. They will be accountable for SLA performance governance frameworks operational hygiene (Ops 360 standards) and proactive client engagement.
This is a senior operational leadership role requiring deep regulatory understanding commercial awareness and the ability to operate within an offshore delivery model supporting a UK client

Responsibilities
1. Service Delivery & Operational Leadership
Lead coach and develop a team of approximately 40 FTE including Team Leaders.
Drive performance across Early-Stage Collections and Dealer Lease Close portfolios.
Ensure consistent achievement of SLAs KPIs quality productivity and financial targets.
Embed structured governance routines including daily weekly and monthly performance cadences.
Maintain operational hygiene aligned to Ops 360 and internal performance frameworks.
Ensure effective capacity planning and workforce optimization aligned to volume forecasts.

2. Regulatory & Risk Management
Ensure strict adherence to UK regulatory frameworks including compliance with Financial Conduct Authority (FCA) standards and Treating Customers Fairly (TCF) principles.
Drive compliance culture across all customer interactions and debt recovery practices.
Maintain audit readiness and ensure documented controls across collections and end-of-contract processes.
Proactively manage operational and compliance risks.
3. Client Engagement & Governance
Act as the operational point of contact for the UK client.
Lead WBRs MBRs and structured governance forums.
Provide transparent performance reporting root cause analysis and action planning.
Build and maintain strong trust-based client relationships.
Partner with client stakeholders to drive continuous improvement initiatives.
4. Commercial & Financial Management
Manage operational performance within budget and margin targets.
Drive efficiency through process optimization and performance improvement initiatives.
Monitor recovery rates roll rates liquidation performance and end-of-lease debt outcomes.
Identify opportunities for automation digitization and cost reduction.

Essential Experience
Proven leadership experience managing Early-Stage Collections in a UK financial services environment.
Demonstrated experience overseeing Dealer Lease Close / End-of-Contract Debt processes.
Experience managing 30 FTE within a structured BPO or contact centre environment.
Strong working knowledge of UK regulated frameworks particularly FCA compliance requirements.
Experience managing offshore delivery for UK clients (highly advantageous).
Track record of delivering against contractual SLAs and performance scorecards.
Experience managing client governance forums and senior stakeholder conversations.
Core Competencies
Operational Excellence & Delivery Discipline
UK Regulatory Knowledge (FCA & Consumer Duty awareness advantageous)
Client Relationship & Stakeholder Management
Performance Management & SLA Governance
Risk & Compliance Oversight
Data-Driven Decision Making
Continuous Improvement Mindset
Strong People Leadership & Coaching

Minimum Qualifications
Degree in Business Finance Operations or related discipline (preferred)
Experience within UK Auto Finance or Financial Services strongly preferred
Compliance or Financial Services certifications advantageous
Proven experience in team leadership or operations management
Strong organisational analytical and decision-making skills
Strong communication and stakeholder management skills
Experience with audit compliance and regulatory frameworks

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