Manager, Operation Transformation & Assurance (1 Position)

Job Purpose

Responsible for driving enterprise-wide transformation initiatives, strengthening process governance, and embedding a culture of continuous improvement across the Bank. The role provides strategic and hands-on leadership in identifying, prioritizing, and delivering high-impact transformation programs that improve operational efficiency, control effectiveness, customer experience, and value creation.

Main Responsibilities

• Provide oversight into assessing customer and business requirements and ensure that processes, controls, and service standards consistently meet business and customer expectations.

• Act as a visible change leader and transformation champion, driving continuous improvement in performance, quality, and operational effectiveness across the Bank.

• Oversee and monitor the performance of key end-to-end business processes, using defined KPIs and performance dashboards to track outcomes and benefits realization.

• Lead and govern analytics-driven process improvement initiatives in collaboration with cross-functional business partners, ensuring timely delivery and measurable impact.

• Apply advanced quantitative and analytical methods to support management decision-making and prioritization of transformation initiatives.

• Provide leadership in investigating customer incidents and process failures, overseeing root-cause analysis and ensuring sustainable corrective and preventive actions that enhance customer experience.

• Ensure appropriate process controls are designed, implemented, and adhered to, and that control effectiveness is regularly reviewed and strengthened where required.

• Define and promote appropriate process re-engineering methodologies and empower business and support function teams to execute improvements that reduce cycle times, eliminate defects, and improve efficiency.

• Partner with Heads of Departments, Zonal Managers, and Senior Managers to ensure transformation and re-engineering initiatives are aligned to business objectives and strategic priorities.

• Engage Branch Managers and Heads of Departments to secure ownership, commitment, and active participation in transformation initiatives aimed at achieving strategic goals.

  nafasi za kazi

• Proactively challenge the status quo and recommend improvements that deliver sustainable cost efficiencies, revenue enhancement, risk reduction, and enhance overall customer experience.

Knowledge and Skills

• Ability to measure performance of the specific procedure control or standard

• Ability to report violations on controls or standards

• Demonstrated ability to collect, organize and gain insight from internal or external business data.

• Well-developed analytical, quantitative, and problem-solving skills by having the ability to sift through large amounts of data.

• Self-motivated, innovative, and ability to initiate and lead change.

• Demonstrated proficiency with Microsoft Office - Advanced level of skill in Excel, Visio and other Ms. Office tools at Intermediate level of skill

• Planning and organization skills

• Communication and interpersonal skills

• Problem-solving skills

• Strong strategic business acumen, leadership attributes and execution ability

• Successful track record in driving both strategic and operational activities.

Qualifications and Experience

• Bachelor's degree in technology, Business administration, Banking, Finance or related fields.

• Master's degree/ Postgraduate education in business studies is an added advantage

• Professional certification in Project Management, PMP, Certified Lean Six Sigma Practitioner – Green Belt / Black Belt / Master Black Belt certification, CPA, ACCA or CISA will be an added advantage.

• At least 4 years' experience working with business re-engineering processes, business processing models, Process Design, Data analytics and Project Management in the financial sector or banking industry.

NMB Bank Plc is an Equal Opportunity Employer. We are committed to creating a diverse environment and achieving a gender-balanced workforce.

Female candidates and people living with disabilities are strongly encouraged to apply for this position.

NMB Bank Plc does not charge any fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.

Only shortlisted candidates will be contacted.