Chief change & Innovation Officer

Job Description

 About the role

The Chief Change & Innovation Officer will lead the transformation agenda of the Bank towards a modern digitised bank with leadership in operational excellence and customer service.


Responsibilities / Key Deliverables:

  • Overall responsibility for driving the transformation agenda of the bank to reach its strategic aspirations
  • Responsible for Driving and Promoting a customer service-oriented culture across all bank operations to pro-actively implement behavioural change initiatives
  • Drive a culture of client focus, with products and operational excellence above market or at least at par with market
  • Create and execute the digital strategy (in line with strategic aspiration No.3 of the bank)
  • Create a process optimisation program with use of modern techniques such as LEAN (creating more customer value without increasing resources)
  • Continuously review processes, driven by Lean and Agile ways of working to ensure that all bank processes are optimised, initiating changes to enhance innovation and commercial drive
  • Work closely with the CEO and all EXCO members to drive the strategic transition and to drive innovations and changes in all facets of the bank
  • Be the centre of expertise for innovation, development and implementation activities in all domains of the bank (client facing, Digital Strategy, Operations, Regulatory Implementations
  • Provide strategic guidance to the Human Resources Function to ensure key strategic aspects of HR (resourcing, talent management, learning & development, compensation) support the bank’s transformation agenda
  • Coordinate and control all projects related to selection, acquisition, development and installation of major information and operations systems for the bank. Provide advice on evaluation, selection, implementation and maintenance of information systems, ensuring appropriate investment in strategic and operational systems. Evaluate systems to measure their success
  • Lead the project management and implementation of major change initiatives by coordinating the responsible departments to ensure smooth implementation


Financial Responsibility:

  • Responsible for Innovation/Transformation Budget (CapEx & OpEx)
  • Responsible for IT CapEx budget aspects related to all new IT and product development (“the How”)


Skills & Experience:

  • At least 15 years’ work experience, five of which should be in a senior Technology or Operations position at a large financial services institution.
  • Demonstrated experience in driving innovation and change agendas in Financial Services (able to demonstrate blue-sky thinking)
  • Demonstrated ability to link and apply complex technologies to business strategies & a high proficiency in Information and Communication Technology
  • Strong skills in business process analysis and redesign to value for money
  • Strong understanding of banking operations and FinTech trends
  • Strong skills in project management and project execution
  • Familiarity with the financial services industry in East Africa or emerging markets
  • Strong understanding and experience in mobile banking services


Education & Training:

  • A Master’s Degree in Computer Science, Information Technology, Business Computing, Commerce, Accounting or Business Statistics or another related field
  • An MBA would be an added advantage
  • Adept at Financial Technology & Innovation
  • A professional qualification in banking e.g. ACIB and Project Management (e.g. Prince II would be added advantage)