Head of Operations

Operations: a range of essential and complex services to ensure processes across the bank work as effectively and efficiently as possible

Job Purpose

• Effectively align business operations to the country business strategy

• Effectively align business operations to the Group Operations strategy

• Leads Operations towards becoming an efficient and effective business function

• To pro-actively identify, assess and leverage opportunities, operational risk, operational and systemic processes with the purpose of providing a secure, cost effective and responsive service delivery area

Key Responsibilities/Accountabilities

Strategic Execution

• Develops and implements the Operations strategy and continuously improves the Business Operations model in co-ordination with PBB and CIB, with a view of ensuring efficient and effective functioning and high level of service within Operations

Cost Management and efficiency

• Develops and implements initiatives to reduce costs and ensure that budgets for Operations are efficiently met

• Ensures that throughput is maximised throughout Operations by implementing principles of Lean manufacturing and Six Sigma

Resource Utilisation

• Ensures effective, efficient and optimal utilisation of all resources (human and capital) to be responsive to competitive pressures, changing market conditions, client needs and business strategies

Operational Performance

• Identifies and defines strategic and tactical operational performance metrics geared towards meeting country objectives by leveraging opportunities

• Ensures alignment to the Customer Value Propositions, Service Level Agreements and benchmark targets through constant monitoring and evaluation of Operation’s performance to ensure a high-level of service for our customers

• Collaborates with other areas to ensure that best practices and a standard approach is followed

• Provides accurate and timeous MIS as per the matrix agreed with Centre (ROA Operations) to enable informed decision making
  
  

  Control

   

  • Identifies and assesses the risks facing both systems and business processes thereby providing effective loss and risk management and so minimising the operational risks

  • Liaises with business stakeholders in ensuring that regulatory, group policy standards and minimum operating procedures are observed to minimise the Bank’s exposure to risk

    ajira

     

    Rollout of Change Portfolio

     

  • Enables rollout of change initiatives/ programs by considering the best possible methods and approaches to ensure improved customer satisfaction

     

    People management

     

  • Drives a performance management and career development culture through mentoring and motivating in regular team and one-on-one meetings to ensure optimal performance and minimise staff turnover rate

  • Ensures that the correct calibre of staff is recruited by participating in the recruitment process thereby ensuring Operations has the correct talent to meet the strategic goals at all times

  • Ensures that resources are skilled across the different processes to enable cross product and cross function workload balancing

     

    Self Development

     

  • Identifies appropriate formal and occupational (informal) training needs and courses (internal/external) to develop oneself.

  • Up-Skills oneself regarding new products and procedures through attendance of workshops/presentations and reading of internal and external communications

Preferred Qualification and Experience

• Business management or commercial degree
• At least 10 years experience in managing a complex operation, ideally within the financial service sector
• At least 5 years experience in management of complex operations, ideally within the corporate financial service sector
• Process / project management experience will be an added advantage
• Building and maintaining relationships

Knowledge/Technical Skills/Expertise

• An extensive knowledge and understanding of the various systems used within the wider Processing and Clearing area
• Knowledge of corporate banking and the interface between frontline service, sales and support functions
• Knowledge of banking transaction processes relevant to products and services offered to customers
• Practical knowledge of how to in-put, access and utilize information to analyze forecast trends
• Working knowledge of capacity management principles and processes
• Knowledge of cost management principles and practices.
• Knowledge of the applicable legislations