Internal Operations Manager - Sales

About Unifi

Boldly different. Fiercely human. Proudly African.

Unifi is redefining credit in Africa with simple, fast personal loans delivered through online, mobile and branch channels. We make life easy for millions of clients across Zambia, Kenya, Uganda, South Africa and Tanzania. Unifi has conviction in the African continent and its people, and our products enable our clients to achieve even more. As one of the fastest-growing lenders in Africa, we combine exceptional client service with the very best tech and data analytics.

Purpose of the role

Internal Operations Manager - Sales reports to the Deputy Country Manager. You will lead Unifi South Africa's Sales operation to deliver sustainable growth while making life easy for our clients. You will own the performance of the Sales operation, build strong teams and leaders, and continuously improve how we sell. You will use data, technology and a deep understanding of the frontline to improve acquisition, conversion, productivity and the client experience.

The ideal candidate must be commercially minded, flexible, organised, and comfortable to lead complex debates at group MANCO level, while also making and taking client calls when needed. We're a business that encourages all to get stuck in! A positive attitude, healthy spirit of adventure and sense of humour would be most helpful.

Responsibilities

• Own the day-to-day performance of the Sales operation and deliver against sales, conversion and productivity targets.
• Set and drive sales strategies that grow the business while treating every client with dignity and respect.
• Use data to understand performance, spot gaps and opportunities, and take action to improve results.
• Work closely with Data, Credit Risk, IT, Marketing, Finance and Operations to improve acquisition, conversion and the client journey.
• Analyse sales data and business intelligence to understand team and individual performance, identify opportunities and make informed operational decisions;
• Understand our sales systems and processes and continuously find simpler, better ways of working.
• Build a high-performing sales team that delivers results without compromising the client experience or long-term growth.
• Coach and develop the team, address underperformance and build strong future leaders.
• Make sure Agents have the product knowledge, systems knowledge and sales skills they need to do their jobs well.
• Understand the detailed working of business IT systems, sales processes and customer journeys and propose and, when appropriate, implement changes effectively within the team;
• Work with L&D and Operations to identify skills gaps and put the right development in place.
• Make sure teams follow our sales processes, affordability requirements, quality standards and regulatory requirements.
• Help shape targets, incentives and performance measures that encourage the right behaviours and sustainable results.
• Recruit, develop and retain great sales talent for the Unifi Community.
• Stay close to the work by talking to clients, understand what Agents experience and help make things simpler for both.
• Live and protect our values: Dignity, Unity, Simplicity and Trust.
• Help make Unifi a great place to work.

Requirements

• Relevant tertiary qualification.
• At least 10 years' management experience in a sales environment, ideally in a high-volume contact centre.
• Experience leading large sales teams with accountability for sales, conversion, productivity and growth.
• Strong understanding of sales operations, coaching and performance management.
• Commercially minded and comfortable using data to understand performance and make decisions.
• Experience leading teams through growth, change and operational improvement.
• Experience in financial services, lending or another regulated sales environment would be advantageous.
• Working knowledge of the National Credit Act, Financial Intelligence Centre Act and Protection of Personal Information Act.
• A strong people leader who creates clarity, builds capable teams and holds people accountable.
• Comfortable moving between strategy and the detail of the operation.
• Able to simplify complex problems and turn them into action.
• Willing to challenge, make decisions and have difficult conversations when needed.
• Hands-on, humble and steady under pressure.