Distribution Channel Unit Head of Operational RIsk (UORM) Standard Chartered Bank - Tanzania

To manage Distribution operations through implementation of and adherence to the Standard Chartered Banks policies, procedures & service standards to achieve high productivity and efficiency resulting in improved service quality and service delivery.

Key Roles & Responsibilities

STRATEGY DEVELOPMENT
•Delivery of cutting edge service and solid operations support for the business and leveraging on the Group network to provide a source of competitive advantage to the bank.
•Proactive and effective engagement with business and segment heads and contribution to the business strategy and rapid growth plans in the country.
•To contribute to successful implementation of new projects by resourcing the testing, training and supporting the post launch operational activities.
CUSTOMER EXPERIENCE
•To ensure timely service delivery and transaction processing standards in line with agreed standards and best practice.
•To constantly improve upon service quality as measured through customer satisfaction scores and customer complaint tracking / resolution
•Ensuring that all aspects of out serve plus initiatives are actively pursued and delivered so as to achieve service excellence and customer satisfaction and revenue growth
OPERATIONAL EFFICIENCY
•To re-engineer systems and procedures and optimize productivity to meet growth in volumes and increased service level requirements.
•Put in place an effective System for data gathering, analysis and striving to improve end-to-end efficiency / productivity for customer satisfaction
•To ensure that costs are optimally managed within the unit and overall budgets are not exceeded.
•Ensure 3rd-party vendor relationships are effectively managed
OPERATIONAL RISK AND COMPLIANCE
•To ensure total compliance with laid down policies and procedures in terms of compliance risk, credit policy, documentation, operational risk and other Group / Regulatory control standards.
•Developing and maintaining secure and sustainable control environment through effective management of Operational Risks, Group and Country regulatory guidelines, BCP, CDD, AML and others. Introduce relevant systems, procedures and controls to support them.
•To ensure that all regulatory and Group Sanctions policy are well policed and prevent any infractions.
•Minimization / Prevention of financial / reputation losses arising from frauds, business interruptions and other breaches of security.
•Establish and monitor appropriate management controls, to ensure that issues are tracked and escalated and appropriate actions are taken.
PEOPLE MANAGMENT.
•Provide effective leadership and develop the talent in the Distribution Operations team to support sustainable growth..
•Ensure individual learning and development planning, Q12 action planning, succession planning, talent identification and development, and staff rotations occur across Distribution Operations.
•Responsible for communicating Health and Safety messages to staff. .
Ensure Group Policy on Health and Safety is implemented in the department

Qualifications & Skills

•University degree or professional qualification, preferably in Banking and Finance
•Proven track record of accomplishment in the management of banking operations with a minimum of 7 years working experience, with at least 4 years in a senior managerial position.
•In depth knowledge and understanding of banking products and services, and ability to structure and deliver customized solutions which meet customer needs.
•Ability to engage stakeholders in constructive dialogue, in order to improve own understanding and influence others decision-making.
•Strong Operational and risk management background
•Strong people management & communication skills, especially ability to engage and motivate large teams
•Ability to analyze significant amounts of data and distil clear insights
•Relevant applications & technology infrastructure knowledge
•Understanding of the regulatory environment and practices
•Project Management and Change Management skills.
•Committed to driving own team’s progress and delivering agreed outcomes.
•Nurtures teamwork and collaboration.
•Has the ability to blend the demands of managing day-to-day operational activities with the necessity of maintaining a strategic view.
•Be able to demonstrate an ability to manage complex activities within the Banks matrix organization structure.
•Experience in budget development and budget management.
•Foresight with regards to workflow, staff capability and moral.

How To Apply

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