Our client, a tier 3 bank seeks to hire a Head of Operations; the Job holder will be responsible for providing leadership and management of the centralized Operations function across the bank, development and implementation of the Bank’s operations policies and procedures. The role holder is also responsible for ensuring the quality and effectiveness of the centralized bank operations, product delivery, transaction processing, customer service, quality management, process management and issue management. They will provide visionary and strategic leadership to the centralized operations units and team members to ensure adherence to agreed Service level agreements and attainment of corporate strategic goals.

Reports to:  Managing Director.

 KEY RESPONSIBILITIES

• Act as member of the Management Committee, ALCO and Risk Management Committee.
• Assume responsibility for the Bank’s entire service delivery for all bank customers and as part of the senior management team contribute to the achievement of annual business plans and strategic objectives.
• Establish and review key operational risk indicators/key control standards and to formulate action plans to minimize the Bank’s exposure to fraud and losses.
• Manage the Bank’s operational risk exposure by supporting the business to identify areas of operational risk exposure and by developing and implementing corrective action.
• Design, develop and keep updated the Bank’s Operation’s Manual and ensure compliance to all operational guidelines, processes and procedures.
• Responsible for re-engineering business processes to improve customer service, cost effectiveness and controls.
• Ensure compliance with regulatory requirements relating to banking operations.
• Ensure effective documentation is in place in the form of user guides and implement operational improvements to reduce operational costs, tighten controls, improve service quality and customer service.
• Manage the Banking operations department (staff and budget)
• Organize, develop and maintain front office operations and support structure, staffed by high caliber and well-motivated staff utilizing efficient, relevant and comprehensive processes to achieve superior delivery of customer service at all times.
• Identify and develop new business locations and improve alternative service delivery channels to meet the needs of bank customers and ensure the bank remains competitive.
• Manage a business continuity plan for service delivery.

PERSON SPECIFICATION

• Minimum Bachelors’ degree from a reputable university. Master’s degree/ other professional qualification will be an added advantage.
• Over 5years’ experience in banking operations at management level in Tier I or Tier II Bank
• Role-holder must have exposure in:
• Significant Operations experience preferably at a Central Operations Centre level.
• Branch Banking Operations with a good sense of responsibility.
• Service/ Quality Oriented environment
• Previous experience in planning and implementing change.
• Significant experience in Projects Management
• Previous experience in leading a large team.
• Good leadership skills
• Good Grasp of CBK Prudential Guidelines Requirements

TECHNICAL COMPETENCIES

• Knowledge of Banking and Business Operations: Well round knowledge of ALL the Bank’s operations and processes and excellent knowledge of Bank policies and procedures
• Risk Management: Ability to anticipate and mitigate risk by developing appropriate Risk Management Policies for the Bank
• Audit Standards and Legislations: Excellent knowledge of International Accounting and Audit Standards, and Legislations
• Compliance and Regulatory Framework: Top notch understanding of the regulatory issues, reporting and operational requirement.
• Conceptual and Analytical Skills: Analytical and practical understanding of workflow, capacity planning / optimization and process implementation
• Technology Skills: Knowledge of computerized Internal Audit Techniques, Computerized accounting and financial systems, banking applications and spreadsheet.

BEHAVIOURAL COMPETENCIES

• Personal Ethics: Must be honest, fair and just with self and others, and demonstrate integrity in work and business contacts.
• Communication Skills: Excellent written and verbal communication skills and presentation skills.
• Interpersonal Skills: Must be a people’s person, with ability to interact with key contacts in the finance sector.
• People Management Skills: Staff supervisory skills and ability to engage, motivate, train and develop staff.
• Results and Achievement Oriented: Strives to achieve results, enjoys measuring others, being measured, and being judged on performance standards and those of others leads.
• High level of drive and energy.
• Ability to work under pressure and meet tight deadlines.