Head of Enterprise Operations and Service Delivery

Bring your possibility to life! Define your career with us

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Job Summary

The Head of Enterprise Operations directs all duties and functions of departments under the role. Plans and accomplishes business objectives in line with overall bank’s strategy. Being a Head of Enterprise Operations, establishes standards for work-related policies and procedures as per Enterprise Management Framework (EMRF).

Job Description

This role incorporates all aspects of contact with the Bank’s customers through Customer Services, Service Quality, Cash management and Managing and Overseeing the centralised back office function, which includes:

Trade Finance Operations which is In-country - Middle Office Markets and Treasury PTS Operations Accountable and Owns FATCA process in-country e2e. Commercial Operations which includes

Payments Operations – TAX payments, RTGS payments, TRO/TRI Payments

TACH Operations – Clearing, EFTs, Salaries processing, Bulk payments, Fees Collections

On-boarding Operations (Accounts, Loans, Maintenance, Merchants)

Cards Operations – DD files and Settlements with Schemes including ATMs settlements Managing the ELVIS operations which includes Falcon Operations, Reconciliations, Payments and Customers Screening, Payments Sanctions Screening Cash Distribution Centre  including CIT services to and from branches Managing Outsourcing relationships for ABT which are:

Records Management with TOP Archive the Depositing and Retrieval process.

BSSA – Credit Cards Operations

BSSA – Credit cards call centre

BSSA – Trade Operations

Offsite ATMs replacement – Security Group

Project to Outsource – CDC.

Managing BI customer on-boarding and token initiation. Managing AIR Customers on-boarding process All other operations related to Internal accounts postings, Garnish orders by Courts, any requests related to Legal and Law authorities i.e Police, PCCB, Court, Financial Crime Unit etc. All MIs and Decks related to Operations including KPIs, KRIs and Dashboards.

• The Head of Enterprise Operations and Service delivery is responsible for all daily operations activities in the bank. The person oversees various bank operations and ensures all transactions run smoothly. The person also concentrates on improving the bank customer service record and intervening when problems arise. The Head of Enterprise Operations is Key Risk Owner of all Payments Operations in the bank from Branches, Digital Channels, Internal accounts transactions as well as ATMs transactions.

This role aims to be the SUCCESSOR of Chief Operating Officer hence needs to have understanding of all functions under COO.

Education

Bachelors Degree and Professional Qualifications: Operations Management (Required)