Head of Centralised Operations at Summit Recruitment and Search

Key Requirements:

• Provide strategic leadership to the centralized operations function and guide all its activities to support the Bank’s operational excellence, growth strategies and achieve projected business results.
• Supervise all units under centralized operations to drive business value and the achievement of business expectations in line with internal and statutory banking standards.
• Closely direct back-end bank operations and ensure they run efficiently and in accordance with appropriate regulations.

• Optimize cost of operations through centralization of all non-customer facing and non-country specific operational processes and develop processes for cost sharing among business units.
• Work closely with business units to ensure seamless services, identify process weakness, issues resolution, and implement appropriate solutions to improve centralized operations.
• Monitor, report and review levels of service delivery against agreed SLAs.
• Create and maintain procedures for all operations including mapping processes using industry standard BPM conventions.
• Establish Service Level Agreements with business units and regular review mechanisms to drive and monitor performance.
• Oversee the management of critical business relationships, to ensure the protection of the Bank’s business interests and achievement of all service level agreements with suppliers.
• Design and implement the operational risk management framework for the centralized operations function including the development of Key Risk Indicators, thresholds and risk appetite statements.
• Complete a risk and control self-assessment at the frequency required by Operational Risk to regularly review the residual risk in centralized operations.
• Document and maintain a risk register to ensure that the risks associated with the Bank’s operational activities are acceptable and well mitigated.

 Qualifications:

• Bachelor’s degree in a relevant field (essential)
• Masters degree in a relevant field (desirable)
• Relevant professional qualification (desirable)
• Member of a relevant professional body (desirable)
• Ten years overall experience with at least five years in Operations management (essential)
• Qualification in process engineering such as lean or six-sigma (desirable)
• Strong leadership skills gained through significant experience of operating in senior management roles within the Kenyan banking and financial sector.
• Detailed knowledge of Kenya banking and financial sector regulations
• Strong experience of working in Operations, understanding key drivers for efficiency including cycle time, turnaround time, unit cost, volume, capacity planning, demand management, shift utilisation
• Advanced collaboration and stakeholder management abilities with strong interpersonal skills.
• Good understanding of the operational drivers behind what drives great customer experience.
• Proven track record of delivering step change to customer experience in complex and regulated financial industry.
• Experienced in best practice change management and can demonstrate improvements on the back of implementation.
• Strong communication and motivational skills
• Experience of working in multiple complex business environments and understanding business plans, cost to serve models and service excellence tools.
• Experience of leading through major transformational customer programmes