Job Description

About the role

This position is responsible for directing and controlling the bank’s back-office operations to ensure that they are optimized to deliver the bank’s strategic objectives.


Responsibilities/Key Deliverables:

  • Overall responsibility for driving operational excellence and customer service (under the umbrella of customer intimacy)
  • Responsible for driving the strategic goal of Superior Financial Performance (on Cost-to-Income ratio)
  • Act as the centre of expertise for all operational/back office activities within the bank
  • Promote operational excellence in branch operations by working closely with the Operations Manager and the CCIO to eliminate redundancies in the bank’s current operations processes and procedures and introduce new efficiencies
  • Responsible for optimising the bank’s operations budget by promoting efficiencies in all office support services
  • Work closely with the CCIO and other Exco members to ensure that back-office operations are digitised and optimised to obtain required efficiencies in line with the bank’s transformation agenda
  • Act as the custodian of standards and operational excellence at the bank, continuously reviewing operational processes and working with the CCIO and other Exco members to initiate changes and innovations to ensure that all bank processes are optimised.
  • Provide supervisory leadership and direct oversight of key business support departments including procurement operations, accounts payable, HR Operations (payroll and benefits administration


Financial Responsibility:

  •  Responsible for the Operations Budget (CapEx & OpEx)
  • Responsible for Operational IT budget
  • Responsible for the operational costs of processes, and to recommend cost reduction options, within the bandwidth of commercial and customer oriented drive


Skills & Experience:

  •  At least 15 years’ work experience, five of which should be in a senior Sales, Marketing or Operations position in a large financial services institution
  • A versatile individual with significant headroom and experience in various facts of management (operations, customer relations management, Marketing, IT, Human Resource Management, Strategic planning etc.)
  • Strong understanding of banking operations and Fin Tech trends
  • Demonstrable record of effectively managing large teams of people


Education & Training:

  •  A Master’s Degree in Commerce, Accounting or Business Statistics or another related field
  • An MBA would be an added advantage
  • Adept at Financial Technology & Innovation