Head of Self-Service Channels Systems

Job Purpose:

To lead the Self Service Channels (SSC) day to day Operations and implementation of bank-wide SSC strategic objectives in line with overall bank business strategy.

Establish a sound SSC operation with administrative processes, procedures and disciplines that support NMB with key capabilities to stay sustainably profitable.

Accountable for SSC systems Technology,  Processes, Risk, Security and people objectives deliverables to all stakeholders

Key Responsibilities:

  • Provide strategic direction of SSC for the bank and ensure alignment and in support of the bank-wide strategy
  • Work with subordinates in the team to achieve excellent business results through continuous people development and mentoring activities
  • Ensure the development of a high- performing team through embedding formal Performance appraisal and informal coaching
  • Manage team on how to conduct meaningful Performance appraisal discussions with their direct reports and ensure that they conduct the process effectively
  • Determine and analyze training and development needs for subordinates and ensure they do the same for their teams.
  • Establish and maintain a succession plan for the management team in the area using the formal Talent Management process for identified talent and an informal process for remaining roles
  • With the support from the HR Business Partner, interview and recruit direct reports and provide support to them during the recruitment of their teams on request
  • Ensure that managers create effective workforce plans and recruitment demand plans for their areas
  • Ensure that all poor performance is addressed through the NMB Performance procedures and that continued poor performance is adequately dealt with.
  • Develop appropriate Employee Opinion Survey (EOS) action items together with the management team of the business unit and ensure that items are executed
  • Motivate employees in the department and ensure that their efforts are recognized
  • Approve leave requests for direct reports and ensure that they manage the leave planning for their teams effectively
  • Accountable for all SSC systems including: ATMs/ POS terminals, integrations with MNOs & mobile banking, Agency Banking, Internet banking (retail/corporate), Card business including card production & distributions, VISA MasterCard, etc.
  • Support DB/Apps infrastructure for ATMs (Postilion) and mobile systems (Everest) E2E
  • Accountable for SSC gateway management where all other services will connect
  • Custodian of all SSC strategy and roadmap, systems designs & architectural drawings
  • Custodians of risk controls in this channel
  • Custodian of all SSC security, compliance and governance (PCI, EMV, Visa, MasterCard, etc.)
  • Responsible for channel monitoring tools, capacity planning and management, etc.
  • Maintain the Risk and controls policy frameworks within the SSC area  and ensure updated on an annual basis
  • Define an implementation plan of policies by translating policy statements and concepts into action-able requirements and assigning roles and responsibilities amongst staff
  • Engage staff in Risk policy implementation by communicating expectations, providing coaching and support
  • Monitor compliance to all policies requirements and advise management of any gaps by conducting periodic reviews
  • Coordinate the closure of policy gaps by engaging management to define, agree and monitor progress
  • Ensure the effective quantification of all risks under the SSC area by maintaining a framework for financial quantification and applying it across Risk incident reporting
  • Ensure the effective communication of Risk profile to all NMB risk forums by preparing the relevant reports as per NMB standards
  • Review and ensure necessary security, availability, change management controls are built in all projects, review all systems related project before implementation to verify that all necessary standards controls are in place
  • Coordinate the efforts of the different operational areas to ensure minimal duplication of efforts, maximum efficiency and to maximize value for money
  • Balance resources between different areas e.g. reallocating headcount or budgets, but within overall approved resources for the year.
  • Agree targets and take accountability for the overall achievement of performance objectives in the business area in terms of employee satisfaction, customer experience, cost performance, return on investments, risk, compliance and governance requirements
  • Contribute to the development of business unit strategy for the next 2-3 years by providing a view on potential improvements for products or services and an assessment of the existing situation and anticipated changes in the external environment.
  • Manage departmental budgets including recommending invoices for payments and quotes within mandate.
  • Provide clear direction to team members on the strategic plan and key focus areas and ensure their understanding and buy-in.
  • Analyze effectiveness of processes and systems in use in the department and make recommendations for improvements.
  • Benchmark productivity of the department against industry standards and create measures to improve productivity
  • Review performance against balanced scorecard components as prescribed by the Executive, discuss gaps and agree action plans to close gaps.
  • Agreed and manage service offerings and SLAs with internal customers (agree annually and measure on a monthly basis).
  • Do pre-planning for Audits by identifying potential risk areas and processes and coordinating risk control assessment development
  • Perform Assurance on Audit/Examination issues pending Issues assurance and identify any embedment weaknesses and/or implementation gaps by applying appropriate assurance frameworks.
  • Establish relevant and implement-able action plans for pre-audit/audit/examination/pre-issues assurance remediation through applying appropriate industry best practice frameworks (e.g. ITIL, COBIT, PCI) and engaging with Risk/Control owners.
  • Coordinate audit remediation action plans implementation by preparing progress updates, highlighting deviations and escalating “at risk” implementations to management
  • Provide strategic direction of  SSC area and ensure alignment and in support of the bank-wide strategy
  • Ensure the development of a high- performing team through embedding formal Performance appraisal and informal coaching… Manage team on how to conduct meaningful Performance appraisal discussions with their direct reports and ensure that they conduct the process effectively
  • Determine and analyze training and development needs for people in your area, Ensure that identified training is budgeted for and executed
  • Establish and maintain a succession plan for the key roles in the area
  • With the support from the HR Business Partner, interview and recruit new members and provide support to them during the recruitment of their teams on request
  • Ensure that all poor performance is addressed through the NMB Performance guidelines and that continued poor performance is adequately dealt with.
  • Develop appropriate Employee Opinion Survey action items together with the management team of the business unit and ensure that items are executed
  • Motivate employees in the department and ensure that their efforts are recognized
  • Act as second level escalation point for all grievances raised in the unit

Requirements:

  • Management & Leadership
  • Project management
  • Process/Operations design and management
  • People management
  • Risk management
  • Report writing
  • Presentation skills
  • Systems implementation
  • Systems architecture and design
  • Systems administration
  • Back up/Recovery and Systems continuity
  • Understanding of financial sector operational risk management
  • 8 years’ experience in ICT /ICT Infrastructure 
  • Experience in Self services Channels management 
  • Experience in operations, process and controls design and IT Governance
  • Demonstrated ability to communicate complex issues and concepts in a simple manner
  • Demonstrated ability and experience to develop and defend technical recommendations and budgetary plans
  • Demonstrated experience working in a deadline-oriented environment managing multiple projects simultaneously
  • Demonstrated experience and ability to work effectively in a dynamic, collaborative and fast-paced atmosphere
  • Post-graduate – Information Systems/Computer science/Computer engineering/MBA or equivalent
  • ITIL/PRINCE Certification
  • MCSE/CCNA Certifications

Please note, interviews for this position will take place at our Careers in Africa Recruitment Summit in London, 16- 18th of May 2014. Relevant candidates will be contacted and invited to attend the event.


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