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Operational Leadership & Service Delivery

• Manage and deliver reliable, high-level service to customers in a stable, secure, and controlled environment within agreed costs. This involves overseeing Retail Operations, Trade Operations, Treasury Operations, Loan Processing, and Cash Management functions.
• Consistently Develop an Operational Strategy that facilitates excellent customer service delivery of the bank’s services in the affiliate.
• Prepare management reports detailing the country subsidiary’s performance and make recommendations to Country Management teams.
• Ensure business continuity through optimal systems utilization

Strategic Operational Readiness

• Drive organizational operational readiness, digitization, and automation of branch and back-office processes to create a lean, cost-effective, and highly automated operations function that supports current and future business needs.
• Ensure proper maintenance of documents and records
• Implement country office operational strategy (short and long term) in line with targets defined by the Bank.
• Achievement of the lowest unit costs compared with external benchmarks.
• Achievement of target service levels for product delivery.

Customer Experience & Cost Optimization.

• Achieve agreed service level commitments, reduce customer complaints, and optimize operational expenses while proactively detecting and resolving revenue leakages.
• Ensure adequate allocation of personnel and material resources to the units within the operations department for effectiveness in all operation
• Champion the customer service initiatives in the department.
• Achievement of agreed service level commitments.
• Effective management and reduction of customer complaints.
• Attainment of agreed targeted Voice of Customer survey outcomes in the most cost-efficient manner.

Risk Management & Compliance.

• Ensure operations are not exposed to anything beyond normal business risks by implementing effective controls and procedures. Maintain compliance with regulatory requirements and internal risk assurance processes.
• Monitor compliance with performance indicators/ service standards to ensure alignment with business/ customer requirements
• Ensure maintenance of appropriate confidentiality and security of customer and transactional information and safety of the affiliate’s assets.
• To ensure that the operations of the bank in the affiliate is not subjected to anything other than normal business risks.
• To be aware of and understand the operational risk exposures being taken in the bank and ensure that effective controls and procedures are in place throughout operations to manage these risks.
• Ensure that risk assurance processes are in place throughout operations are observed
• To ensure the achievement of group and local targets as set for specific KRIs including Nostro, Suspense Accounts and Central Bank outstanding.

People Development & Oversight.

• Provide leadership, coaching, and mentorship to operations staff to build capacity and ensure availability of skilled resources.
• Set and monitor performance against pre-agreed goals and objectives for all units within the operations department.
• Develop and provide input into career development of direct reports.