Risk Advisory - Tips-Offs Anonymous - Business Performance Manager

  • Deloitte
  • Durban, South Africa
  • 17/11/2021
Full time


Main purpose of Job

To provide an innovative, strategic and streamlined business performance model that enhances the Tip-offs Anonymous service offering to clients.  To effectively manage and maintain Tip-offs Anonymous ISO & Ethics Certification

Key Performance Areas:

Strategic Impact

  • Ensures that the relevant operations / processes are carried out in a cost effective, efficient and timely manner to meet the needs of the business

External/ Internal Client Impact

  • Builds excellent working relationships within the business in order to understand and identify internal client requirements
  • Investigates, analyses, develops and implements changes to processes to better meet business needs

Operational Effectiveness

  • Manages the work of the team ensuring efficiency of output at all times
  • Develops, documents, monitors and maintains standard operating processes, to ensure optimal service delivery
  • Oversees the quality of output by the team to ensure standards are maintained
  • Ensures risk is mitigated in all processes in the workplace
  • Maintains accurate records and provides reports as required by senior management

Budgets/ Profitability

  • Submits input to senior management for annual budgeting of equipment / supplies / asset procurement and maintenance as required for efficient operations
  • Tracks and reports on costs incurred within daily operations
  • Ensures routine maintenance of equipment / assets for optimal performance
  • Plans ahead to ensure cost effective and seamless delivery of services

Specialiased Competencies

Trend analysis and data analytics

  • Strategic focus on analysis of client statistics to identify trends wrt to tip-offs received on the various client lines
  • Comparison and analysis of this data against industry trends to identify risk exposure on client industry
  • Escalate trends/concerns to direct manager & feedback analysis to client
  • Research & recommend ideas for action to business and/or client
  • Manage benchmarking report compilation and the provision thereof to clients

Case Management System Development, maintenance and marketing

  • Maintain and administer a web-based interface which clients can access to obtain their TOA reports
  • Tailored case management offering that aligns to client requirements
  • Manage the functionality & viability of the system
  • Innovation and enhancement of the case management system to ensure ongoing relevance and strengthen the value proposition to clients

ISO & Ethics Institute Certification

  • On-going quality control and compliance with ISO & Ethics Institute accreditation requirements
  • Manage the integrity of the information required for Audits
  • Compile new procedures in consultation with service provider
  • Management and co-ordination of the ISO and Ethics Institute audits
  • Investigation of non-conformance incidents relative to quality assurance policies and procedures within TOA

Risk Management

  • Maintenance of a Risk Register
  • Manage integrity and reliability of end-to-end service
  • Continuously monitor business processes in order to identify inefficiencies and implement strategic solutions
  • Compliance with Suppliers & Clients SLA's including quality control requirements
  • Monitoring of compliance with Firm risk processes
  • Contract management oversight, including management of TOA contract generation process, commercial contract reviews and direction to Legal function

Finance / Administration

  • Monitoring and analysis of debtor position
  • Engage clients as point of escalation on debt non-payment
  • Management of initiatives for prompt debt recovery
  • Oversee billing list accuracy and monthly revenue completeness
  • Monitor revenue actual against forecast
  • Monitor expenditure against revenue and budget to support cost containment and business profitability objectives
  • Perform input to budgeting and forecasting cycles
  • Manage vendor onboarding and payment processes
  • Direction to TOA Finance team on TOA financial administration matters including debt recovery, billing, revenue completeness and tax application


Minimum Qualification

3 Year Degree

Desired Qualification

B.Com/ Forensic qualification. Call Centre related certification.

Minimum Experience

4-6 years /experience in a contact centre environment preferably with oversight of larger teams

Desired Experience

Management of projects. People Management/IR Management

Technical Competencies

  • ITIL & ISO process management
  • Project management
  • Whistle-blowing & forensic case management processes
  • Advanced Computer Literacy (MS Package)
  • Statistical analysis
  • Create and maintain processes    

Additional Information

Leadership Capabilities

  • Living our Purpose - Acts as a role model, embracing and living our purpose and values, and recognizing others for the impact they make
  • Influence - Influences clients, teams, and individuals positively, leading by example and establishing confident relationships with increasingly senior people
  • Performance drive Delivers exceptional client service; maximizes results and drives high performance from people while fostering collaboration across businesses and borders
  • Strategic direction - Understands key objectives for clients and Deloitte, aligns people to objectives and sets priorities and direction
  • Talent development - Develops high-performing people and teams through challenging and meaningful opportunities
  • Competitive edge - Applies understanding of disruptive trends and competitor activity to recommend changes in line with leading practices
  • Inspirational leadership - Leads by example and makes a strong positive impact through energizing others, valuing differences and contributions, and inspiring self-belief

*Please note that this job advertisement provides a summary of the capabilities required and all candidates shortlisted will receive a full list of capabilities.

We do not ask for any fees (refundable or non-refundable) at any stage of the job application and or recruitment process. We, therefore, appeal to job seekers not to respond to any such requests.