Senior Manager, Operations Excellence at Old Mutual Kenya

Job Description

Under the general guidance of the Head of Operations & Customer Experience, maintain a healthy business environment in branches and Head Office Units through strict adherence to the operational procedures and guidelines as issued from time to time.

• Timely resolution of Audit and Quality Assurance issues.
• Always ensure compliance by all branches to existing regulatory and internal policies and procedures and guidelines.
• Develop, update and periodically review Processes and Operating procedures for all departments with relevant stakeholders.
• Process reengineering/innovation to bring about efficiencies and address any control gaps.
• Ensure compliance by branches to the Bank’s standards and regulatory requirements pertaining to Anti Money Laundering/Combating Terrorism Financing and Know-Your-Customer (KYC).
• Ensure that process weaknesses that present potential opportunities for operational losses or frauds are sealed to avoid any loss to the Bank.
• Contact point for Internal & External Auditors and Regulators for AML/Compliance related matters as well coordinating with branches during the audit exercises.
• Carry out online system surveillance during the working hours and give assurance of compliance to Banking Operations procedures.
• First escalation contact for branches emergencies e.g. offline, blackout, IT issues, branch security, etc and follow up with the responsible Business Support Centre departments and 3rd party vendors for provide speedy solutions.
• Entrench a risk aware culture and develop risk self-assessment capability to identify, evaluate, monitor and mitigate the risks.
• Provide day-to-day management for a high caliber team of Banking Operations Professionals, providing guidance, support, coaching and motivation. This includes performance management, career development and general line management duties.
• Work with branches to ensure timely and quality onboarding of clients and reduce account dormancy to below 40%.
• Ensure service levels at branches are of high standards so as to deliver a world-class customer experience.
• Ensure increased utilization of the Bank’s Alternate Channels.

Education

• Bachelor Commerce (Required)

Closing Date: 20 September 2022