Assistant Manager – External Agency Management

About the role

The Assistant Manager in the External Agency Management Unit supports operational risk management and ensures smooth processing of mortgage and auto‑finance transactions. This role acts as a backup for team members, maintains data security, and coordinates with internal and external partners to meet service level agreements.

Key responsibilities

• Provide backup for staff on leave or during contingencies according to the department’s schedule.
• Ensure Management Information System (MIS) data is encrypted, stored securely, and unnecessary files are removed promptly.
• Update the Line Manager on sources of errors, delays, and other operational issues.
• Maintain secured and archived operational files, and verify details before entering data into the transaction processing system.
• Establish and monitor Service Level Agreements (SLAs) with internal departments.
• Coordinate legal reviews, vendor appraisals, and mortgage transactions with registrars.
• Facilitate document handling for redemption deeds, lien removals, and new loan bookings.
• Assist the Manager in preparing and delivering governance retail items and perform day‑to‑day operational controls.
• Complete key control self‑assessments, monitor risk indicators, and ensure compliance with credit, documentation, and regulatory standards.
• Drive continuous improvement in service quality and customer satisfaction.

Required profile

• Experience in operational risk management and process coordination.
• Familiarity with mortgage and auto‑finance transaction workflows.
• Ability to act as a reliable backup for team members during absences.
• Strong attention to data security, documentation, and compliance requirements.

Required skills