Job Summary
Lead the back-office team of Operations for Premier and Business Banking to ensure we deliver streamlined solutions to enhance client experience. Deliver a highly efficient service and support functions to ensure a smooth client experience and perform fit for processing checks within the agreed Service Level Agreement (SLA), robust control environment and all regulatory requirements are met with the agreed SLA.
Job Description
Accountability: Client Centricity
- Develop and own the implementation the operations strategy Corporate Service.
- Accountable to prescribe and coordinate the implementation of a simple and consistent service experience enhancements.
- Understand the capability and deliverables for each area, agree it with Function heads, agree costs, influence delivery, measure progress and outcome.
- Implement Agile philosophy in your respective teams, with in the approved controls.
- Own the decision and design of all change initiatives to enhance area performance and client service enhancement.
- Translate the operations strategy into a comprehensive Plan and influence the execution thereof by mobilizing the teams and other relevant business partners.
- Ensure aligned and appropriate implementation of objectives with direct reports and across all levels of work relating to the business objectives.
- Ensure that key measurements are put in place to monitor progress of the execution and impact of key accountabilities as described in role profile.
Accountability: Distribution
- Develop and agree clear SLA’s with the front line, middle office and Relationship Manager’s team.
- Develop and implement an effective measurement framework and tools that will enable the tracking and monitoring of performance.
- Ensure that the measurement tools are published and distributed to all key stakeholders as required.
Accountability: Business Management
- Plan the resource requirements for the business unit (e.g., people, capex/opex, systems and strategy), negotiate and secure its allocation to the business unit and ensure delivery based on the promised business results.
- Translate the strategy into meaningful operational targets and strategic focus areas for the business. Ensure that the focus areas are disseminated to all levels in the business unit.
- Agree targets and take accountability for the overall achievement of performance objectives in the business unit in terms of employee satisfaction, customer experience, and cost performance.
Education
Bachelors Degree and Professional Qualifications: Business, Commerce and Management Studies (Required)
HOW TO APPLY
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