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About the Division 

The value that Deloitte Risk Advisory Africa creates for organisations is synonymous with operational excellence. By understanding decision-makers’ roles to maximise analytics value, Deloitte Data Analytics turns everyday information into useful and actionable insights. 

Deloitte Forensic professionals are a diverse group with a wide and varied range of proficiencies, comprising forensic accountants, legal and law enforcement specialists, and business intelligence experts, all utilising state-of-the-art forensic technology.

Main purpose of Job

To provide efficient support to the Tip-offs Anonymous COO through the effective management of the contact centre, staff and client relations in accordance with the required service level agreements

Key Performance Areas:

Strategic Impact

• Independently oversees the delivery of a team as aligned to the strategic aims of the business

External/ Internal Client Impact

• Works closely with key clients to ensure that business needs are correctly identified and effectively addressed
• Continually devises improvements to processes, systems, quality that enhance delivery

Operational Effectiveness

• Resolves complex technical queries and issues related to the work of the team
• Plans and direct work of the team, allocating and scheduling tasks / projects as needed
• Oversees the quality  and accuracy of the team's delivery

Development/ Growth of Team

• Responsible for on-boarding of new team members and ensures relevant training is in place
• Identifies development areas of team members and recommends relevant learning interventions
• Coaches team members on-the-job in processes and changes to work
• Provides team members with performance feedback on a regular basis

Budgets/ Profitability

• Plans work of team to ensure cost effective use of all resources at all times 
• Accurately and timeously records any costs incurred in work processes

Specialiased Competencies

Tip-off Reports

• Ensure the efficient functioning of the tip-off reporting function
• Ensure the generation and delivery of all reports within SLA to clients
• Reviews and ensures accuracy of information and quality of every report deliverable prior to provision to client
• Ensures urgent or high-risk matters are escalated to clients immediately
• Ensures timely provision of stats reports to clients

Process Development and Adherence

• Develop and maintain streamlined and efficient processes within the report analyst function;
• Effective resolution of all concerns/issues arising from general daily functioning of the Report generation/sanitising process;
• Ensure team adherence to ISO operating processes 
• Display knowledge and understanding of client SLA to ensure requirements are met
• Effectively identify bottlenecks and efficiencies within the functional unit and demonstrate resolution thereof

Sound Knowledge and Understanding of Client Business

• Ability to understand the various clients within the business and all irregular activities that affect their environment
• Keep up to date with general client knowledge, as well as knowledge regarding legislation and other factors affecting the client industry or business
• Effective management of all queries received and ensuring that these are resolved with a sense of urgency and within agreed SLA
• Set and maintain a high standard of excellence when dealing with internal and external clients.

Effective Monitoring and Management of Risk        

• Proactively minimise the risk exposure of the business at all times through ensuring function, team and personal compliance with all client SLA's, internal and external policies, resolution of internal/external queries and/or concerns, procedures and mandates and legislation governing industry
• Completion of Report Analyst assessment forms, and assessment of Report Analyst report deliverables and remediation where necessary

Staff Management and Coaching

• Cultivate an engaged highly effective and motivated team
• Provide sound guidance and supervision to staff
• Be viewed as a trusted adviser to all staff by being able to demonstrate understanding of operational process and the impact thereof on the report generation / sanitising process
• Provide appropriate direction through on the job coaching, monitoring, mentoring and focused development
• Ensure that report analyst staff are trained and knowledgeable
• Proactively manage and seek to resolve conflict within team
• Effectively manage all aspects pertaining to absenteeism, non-attendance, staff efficiency, staff performance and staff rostering

Minimum Qualification

3 Year Bachelor Degree

Desired Qualification

BCom or LLB or Forensics related qualification with a Call Centre related qualification

Minimum Experience

4-6 years working management experience in a Legal and/or Forensic and/or Whistle-blowing environment 

Desired Experience

4-6 years working experience, preferably in a contact centre and/or within a Legal or Forensic investigative background.

Excellent command for the English language

Fluency in another official language would be advantageous

Leadership Capabilities

• Living our Purpose - Builds own understanding of our purpose and values; explores opportunities for impact
• Influence - Actively focuses on developing effective communication and relationship-building skills
• Performance drive -  Understands expectations and demonstrates personal accountability for keeping performance on track
• Strategic direction - Understands how their daily work contributes to the priorities of the team and the business
• Talent development - Demonstrates strong commitment to personal learning and development; acts as a brand ambassador to help attract top talent

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