Job Description
Job Purpose
This is a senior position, member of the executive committee, that is responsible for overseeing all operating activities, ensuring timely, reliable and quality service delivery to customers while ensuring maximum efficiency and compliance to the Bank’s policies and procedures
The position holder is responsible for the design and implementation of business operations models fit for the bank’s current needs and its future growth requirements as well as developing standardized practices across all businesses and ensuring proper documentation of the processes.
Key Responsibilities
• Responsible for providing strategic direction and overall planning to drive achievement of the Bank’s objectives in product development, efficiency, service delivery and controls
• Examining current business processes, identifying areas for improvement and making necessary changes to increase efficiency, promote compliance and reduce operating costs.
• Oversee the development of strong and differentiated product propositions and service channels for the Bank
• Provide guidance to Service Delivery Unit in developing and implementation of quality assurance standards, processes and procedures.
• Ensure Quality service delivery by all units of the Bank through monitoring and taking corrective action.
• Contribute to Customer satisfaction, loyalty and retention through well designed service delivery centres and efficient, customer centric processes
• Drive a cost efficient approach across the Bank, leading relevant transformation and service process re-engineering programmes
• In conjunction with Information Technology department, develop the systems to gather and store data across the Bank, ensuring quality of data and controls are in place
• Develop and operationalize internal and external SLA’s to achieve customer satisfaction and right first time processing.
• Bring a continuous improvement approach to the Bank
• Develop proposals for change for presentation to the Management Committee/MD.
• Implement and champion ongoing and new initiatives.
• Responsible for strategic workspace planning and ensuring the availability of facilities in line with service level agreements
• Ensure all supplier/vendor agreements are reviewed to ensure that the Bank is leveraging its purchasing power.
• Manage effective relationships with the Bank’s Suppliers.
• Develop and manage budgets to cover all areas under control with particular focus on capital and recurrent expenditure.
• Ensure regular reviews (in conjunction with Finance Department) to ensure that the Bank has accurate inventory of all Assets.
• Ensure quality performance management processes and practices are undertaken in all areas under the control of the role holder.
• Building a culture that is inclusive, fosters teamwork, high integrity and strong ethics and customer centricity.
• As part of the Senior Management team, contribute to the achievement of annual business plans and strategic objectives, serve on several management committees.
Management Responsibility:
The position holder will be responsible for the following Units:
• Product development
• Project Management Office
• Customer Experience
• Branch Operations, Centralized operations and Credit Operations
• Business process re-engineering and Governance
• Security
• Facilities
Required Competencies (Knowledge, Skills & Abilities)
Qualifications
• University Degree from a recognized University.
• A Master’s Degree in Business Administration is desirable.
• Diploma in Banking will be an added advantage.
Experience
• 15 years’ experience relevant to Banking Operations, with 5 years in a senior management role
• Experience in business process re-engineering, process improvements and quality control
• Thorough understanding of the Banking operations, products and services and Banking technology.
• Good awareness of both the internal and external market environment.
• Demonstrated ability in strategy execution.
Core Competencies For This Role:
• Have a strong collaborative work style, able to build relationships both within the team and across the Bank
• Be proven leader and motivator of high performing teams
• Apply common sense, pragmatism and good business judgement to key issues.
• Excellent problem solving and decision making skills.
• Have strong communication skills and ability to articulate complex issues in a clear manner
• Be energetic, committed to pursuing and exploring all processes relating to the business.