Ecobank Uganda Limited is hiring a Head of Operations with the following duties and responsibilities;
Key Duties and Responsibilities:
- 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.
- 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
- 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.
- 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.
- 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.
- 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.
Qualifications, Skills and Experience:
- Bachelor’s degree.
- Professional qualification in Banking, Lean, etc.
- A minimum of 8 years working experience banking Operations
- Strong background in Operational Risk Management
- Strong exposure in Project Management.
- In-depth knowledge of banking operations and operational risk management
- In-depth knowledge of banking products and service delivery
- Excellent understanding of Group’s compliance operating regime
- Skills, Capabilities & Personal attributes
- Highly analytical with high level of drive, energy and interpersonal skills
- Ability to work under pressure and meet tight deadlines
- Demonstrated ability to function in a multinational cultural environment
- Strong people management & communication skills, especially ability to engage and motivate teams
- Excellent written and verbal communications skills
How to Apply:
All suitably qualified and interested candidates are encouraged to apply online at the link below.
