Risk Advisory - Tips-Offs Anonymous - Business Performance 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 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.

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