Auto Finance Operations – Manager – English – On-site Johannesburg

Front Line Manager - BCM - Commercial Leasing & Lending Ready to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory , our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI , our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at and on LinkedIn , YouTube , X , and Facebook . Job Description Inviting applications for the role of Auto Finance Operations Manager English on-site Johannesburg We are seeking an experienced Operations Manager to lead a UK-regulated Auto Finance portfolio within a high-performance BPO environment. This role will oversee Early-Stage Collections and Dealer Lease Close (End-of-Contract Debt) operations ensuring delivery excellence regulatory compliance and strong client partnership. The successful candidate will bring hands-on experience managing both collections and end-of-lease processes within a UK-regulated financial services environment. They will be accountable for SLA performance governance frameworks operational hygiene (Ops 360 standards) and proactive client engagement. This is a senior operational leadership role requiring deep regulatory understanding commercial awareness and the ability to operate within an offshore delivery model supporting a UK client Responsibilities: - Service Delivery & Operational Leadership - Lead coach and develop a team of approximately 40 FTE including Team Leaders. - Drive performance across Early-Stage Collections and Dealer Lease Close portfolios. - Ensure consistent achievement of SL As KP Is quality productivity and financial targets. - Embed structured governance routines including daily weekly and monthly performance cadences. - Maintain operational hygiene aligned to Ops 360 and internal performance frameworks. - Ensure effective capacity planning and workforce optimization aligned to volume forecasts. - Regulatory & Risk Management - Ensure strict adherence to UK regulatory frameworks including compliance with Financial Conduct Authority (FCA) standards and Treating Customers Fairly (TCF) principles. - Drive compliance culture across all customer interactions and debt recovery practices. - Maintain audit readiness and ensure documented controls across collections and end-of-contract processes. - Proactively manage operational and compliance risks. - Client Engagement & Governance - Act as the operational point of contact for the UK client. - Lead WB Rs MB Rs and structured governance forums. - Provide transparent performance reporting root cause analysis and action planning. - Build and maintain strong trust-based client relationships. - Partner with client stakeholders to drive continuous improvement initiatives. - Commercial & Financial Management - Manage operational performance within budget and margin targets. - Drive efficiency through process optimization and performance improvement initiatives. - Monitor recovery rates roll rates liquidation performance and end-of-lease debt outcomes. - Identify opportunities for automation digitization and cost reduction. - Essential Experience - Proven leadership experience managing Early-Stage Collections in a UK financial services environment. - Demonstrated experience overseeing Dealer Lease Close / End-of-Contract Debt processes. - Experience managing 30+ FTE within a structured BPO or contact centre environment. - Strong working knowledge of UK regulated frameworks particularly FCA compliance requirements. - Experience managing offshore delivery for UK clients (highly advantageous). - Track record of delivering against contractual SL As and performance scorecards. - Experience managing client governance forums and senior stakeholder conversations. - Core Competencies - Operational Excellence & Delivery Discipline - UK Regulatory Knowledge (FCA & Consumer Duty awareness advantageous) - Client Relationship & Stakeholder Management - Performance Management & SLA Governance - Risk & Compliance Oversight - Data-Driven Decision Making - Continuous Improvement Mindset - Strong People Leadership & Coaching - Minimum Qualifications Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business Analytics Certifications Certified Compliance Officer (CCO) - VskillsVskills, Certified Regulatory Compliance Manager (CRCM) - The International Association of Risk and Compliance Professionals (IARCP)The International Association of Risk and Compliance Professionals (IARCP) Required Skills Banking Capital Markets, Commercial Mortgage Lending, Leasing, Real Estate Leases Language English Language Proficiency - Proficient - C2 Additional Job Location - Job Type Regular Master Skill List - BCM - Commercial Leasing & Lending Remote Type - Office Work Shift - Standard (South Africa) Why join Genpact? • Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter • Make an impact – Help global enterprises solve business challenges that matter • Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead • Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day • Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up. Let’s build tomorrow together. Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation. Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training. Please be informed the proof of education (including educational certificates) may be requested during the recruitment process. 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