Johannesburg: Auto Finance – Dealer Lease Close -Team leader posted by Genpact SA

Team & Operational Management Lead, coach, and develop Agent Associates and Senior Agents Monitor team performance against SLAs, recovery targets, quality standards, and productivity metrics Manage workload distribution and ensure timely progression of lease-end accounts Provide escalation support for high-value, high-risk, or reputationally sensitive cases Approve settlements outside standard authority limits where applicable Lease Closure & Financial Oversight Oversee negotiation strategies and ensure consistent application of settlement policies Monitor dispute trends related to damage assessments and excess mileage charges Ensure payment arrangement structures align with risk and recovery objectives Identify process improvement opportunities to enhance efficiency and customer outcomes Compliance, Risk & Governance Ensure full adherence to regulatory requirements, contractual obligations, and audit standards Manage quality assurance frameworks and remediation plans Act as key escalation point for compliance risks or operational errors Support client reporting, governance meetings, and performance reviews Performance & Reporting Deliver team-level KPIs including SLA adherence, recovery rates, quality scores, and customer experience measures Provide regular operational reporting and performance insights to senior management and client stakeholders Drive continuous improvement initiatives within the lease close-out function Process & Continuous Improvement Identify inefficiencies or gaps in the lease close-out process and propose solutions Champion continuous improvement initiatives to enhance accuracy, timeliness, and customer outcomes Ensure consistent application of processes and standards across the team Promote best practice sharing and knowledge management within the team People & Team Leadership Recruit, develop, and retain high-performing team members Conduct performance reviews, 1:1 coaching, and development planning Foster a culture of accountability, collaboration, and customer-focused outcomes Support succession planning and workforce development for long-term team capability Minimum qualifications Bcomm/Bsc/BFin Degree or similar Proven experience in team leadership or operations management Strong organisational, analytical, and decision-making skills Ability to manage complex processes and multiple priorities Experience leading teams in a customer service, operations, or financial services environment Strong communication and stakeholder management skills Preferred qualifications Experience in auto finance, lease administration, or manufacturing operations Familiarity with UK client operations or contract-driven processes Exposure to offshore delivery or multi-site operations Knowledge of CRM or case management systems Understanding of audit, compliance, and regulatory frameworks