Senior Manager, Operational Excellence at Standard Bank Group

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

Job Purpose

• Provide strong management and operational support to the Head, Client Experience and Shared Services by taking responsibility of and managing all aspects of:
  Business Process Re-engineering across Stanbic Bank by leading the development and delivery of a comprehensive Process Transformation Programme. This will include the delivery of a comprehensive programme of process changes and ensure that they are strategically, financially and operationally sustainable. The role entails Process Mapping,
• Process Modelling and Simulations vis-à-vis existing and new systems, work measures, volumes, standards and procedures. It also drives business process change and quality improvement initiatives and implementation and includes:
• Planning, Organising, Directing and Coordinating BPR activities in the Bank.
• Serve as a facilitator of the BPR engagements enabling the stakeholders arrive at the most ideal processes.
• Documenting, obtaining necessary approvals and publishing processes in the repository.
• Overseeing the implementation of all new and reviewed processes across the Bank.
• Defining process performance metrics and resource productivity thereof.
• Responsible for the design and implementation of a robust and effective Operations Control framework within the Client Experience and Shared Services Unit (Unit). This includes providing oversight and ensuring that:
  
  • Operations control and reconciliation framework is embedded across all functions of the Unit.
  • Provide direction, oversight and execution of the control standards across all functions of the Unit.
  • Adequate monitoring tools are employed to mitigate operational risk across the Unit.

Key Responsibilities/Accountabilities

• Strategic Execution
  • Understanding the overall Bank Strategy and how business processes fit into the Bank’s strategy.
  • Develop and implement suitable business process transformation strategies to respond to internal and external drivers, challenge existing practice and identify new and better ways of working in order to accelerate growth towards achieving its strategic outcomes, whilst maintaining financial balance, and increasing quality and customer satisfaction.
  • Continually recommend improvements and adaptations to existing systems, processes and structures to ensure current and future sustainability of quality service.
• Process Transformation – Program and Project Management
  
  • Support business process re-engineering to ensure that processes are lean, efficient and effective through the elimination of non-value adding activities and identification of opportunities that support/drive the migration of transactions to economically viable alternative electronic delivery channels.
  • Undertake business analysis, business requirement gathering, solutioning, project management, governance and control and delivery activity across process transformational programmes and projects.
  • Support teams with skills in process excellence, project management, facilitation, problem solving, accelerating transformation and value creation to drive toward required outcomes.
  • Perform substantiation tests to ensure the right process initiatives are undertaken and the business benefits are being fully realized.
• Efficient and Effective Delivery in business unit
  
  • Develop improvement initiatives in line with the Business strategy and/or requirements
  • Drive the implementation of new/revised Key Business processes/procedures
  • Oversight management of Process mapping, review and documentation
  • Drive the development and maintenance of SMART Process Metrics for all processes using Business Process management tools
  • Develop, implement and maintain Benchmarking and Process productivity metrics for key business processes
  • Develop, implement and maintain staff resourcing determination metrics for business units as relates to work volumes and measures
  • Relationship management with Key Business Process Owners and stakeholders
  • Manage and align process change requests.
• Optimise the risk profile in the business unit
  
  • Identify the major process and automation risks faced by business units and ensure that the required controls are in place to monitor and reduce exposure. In this regard, design appropriate monitoring tools and metrics.
  • Ensure compliance with approved limits and levels of authority.
  • Ensure Satisfactory audit ratings and track to closure all action plans arising from risk assessments, ops risk reviews, internal and external audits and regulatory inspections to improve the control environment relating to assigned area.
  • Ensures that key controls and all important qualitative / quantitative assessments of the control profile for the Unit’s function are properly assessed and reported on.
  • Ensure that solutions are implemented to reduce, mitigate or remove risks facing the functions of the Unit.
  • Maintains robust reporting mechanisms for risks and performance indicators, outstanding and exceptional reconcilable items, trends and operational incidents
  • Escalation of outstanding items as guided by the escalation matrix.
• Compliance
  
  • Ensure implementation and adoption within assigned portfolio of all Compliance, Anti-Money Laundering and Sanctions related requirements contained in policies, procedures and processes. This includes monitoring and identifying any material compliance related breaches and escalating them to line management and the Compliance Office.
• People Management
  
  • Ensure management of headcount within assigned area is within agreed budgets and continuous evaluation of productivity of assigned staff is undertaken to determine optimal resourcing.
  • Evaluate and manage the performance of direct reports to achieve a high standard of competence, motivation and service orientation, focusing on the development and retention of talent.
  • Ensure succession plans are in place for key positions within assigned units by ensuring appropriate training and development programs are implemented with a view to capacity building.
  • Identify strengths and development areas and ensure that staff receive adequate training intervention aimed at ensuring staff are appropriately skilled to do their jobs.
  • Proactively coach and mentor direct reports
• Stakeholder Engagement
  
  • Builds and maintain credible and value adding relationships with stakeholders, including management, peers, internal and external audit.

Preferred Qualification and Experience

Requirements:
Minimum Qualifications

• First Degree
• Field of Study: Engineering/Business
• Other qualifications, certifications or professional memberships
• Certified Business Analyst
• Six Sigma – Black Belt
• Business Process Management
• Project Management

Experience

• Business Support
• Business Operations – Operating systems and processes.
• Years: 7-10 years
• Experience Description: Bank Operations including process design.

Knowledge/Technical Skills/Expertise

• Generating Ideas
  The greater the number of alternative ideas or solutions generated, the greater the probability of finding a good solution. This competency is about how fluent an individual is at generating ideas, the number of ideas they generate and how confident they are in their ability to generate unusual ideas or favour radical solutions. This is further enhanced by the extent to which an individual enjoys the creative process.
• Competency Label: Providing Insights
  This dimension is about providing insight with regards to aspects that are likely to have an impact on the organisation. It is about making it clear to others what the implications of internal and external organisational environmental factors and processes are on the competitive position of the organisation. “Providing Insights” should be done with a focus on improving the situation.
• Competency Label: Interpreting Data
  This competency is about interpreting data accurately with an emphasis on the processing and interpretation of numbers. This competency also includes the utilisation of technology.
• Convincing People
  This competency is about bringing others over to your point of view. The emphasis in this competency is on being persuasive and taking a negotiating approach. In addition, “Convincing People” focuses on individuals being able to shape others’ opinions.
• Establishing Rapport
  This competency is about the behaviours an individual should employ in order to effectively engage people, establish positive personal contact and improve the likelihood of maintaining positive relationships. This competency is therefore about putting people at ease, making friends and helping people feel welcome.
• Making Decisions
  This competency is about the pace at which individuals are prepared to make decisions, as well as their willingness to take responsibility for their decisions when under pressure. It also deals with the extent to which individuals are definite about their views and opinions.
• Conveying Self-Confidence
  This competency is concerned with individuals displaying a strong sense of self-worth and projecting confidence in the workplace. Important facets emphasised in “Conveying Self-Confidence” include individuals being positive about themselves and having a sense of being in control of their own future.
• Embracing Change
  This competency, in the context of organisations is concerned with the extent to which individuals accept challenges and change as well as the extent to which individuals cope well with uncertainty. Accepting change and coping with uncertainty can enhance one’s ability to adapt effectively to changing circumstances, which is an ability of increasing importance in an ever more dynamic business environment.
• Upholding Standards
  “Upholding Standards” within the organisation is important for ensuring that high quality products and services are provided as well as for ensuring that trust is created and maintained. Individuals need to focus on developing proper and discreet behaviour and to honour their commitments in order to be effective at demonstrating this competency.