Risk Advisory - Tips-Offs Anonymous - Report Analyst Assistant Manager

  • 2 Pencarrow Crescent, La Lucia Ridge, Durban, Kwazulu Natal, South Africa
  • Full-time

Company Description

Deloitte is a leading global provider of audit and assurance, consulting, financial advisory, risk advisory, tax and related services. Our global network of member firms and related entities in more than 150 countries and territories (collectively, the “Deloitte organization”) serves four out of five Fortune Global 500® companies. Learn how Deloitte’s approximately 312,000 people make an impact that matters at www.deloitte.com.

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.

Job Description

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

Qualifications

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

Additional Information

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.

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