Head of Operations Enablement & Change - Stanbic Bank Tanzania

Group Shared Services: driving operational excellence, transparency and continuous improvement across our business, by leveraging scale, capabilities and innovation.

Job Purpose

The role is a business management function role tasked with supporting the wider operations department to achieve its strategic business goals and objectives. The main responsibility of the function is to provide both broad based and area specific management information for all operational units to facilitate timely decision making.

Key Responsibilities/Accountabilities

Operational Performance
• Strategic Execution (Change the Bank) - Support to the Head of Operations in the development, implementation and continual improvement to ensure efficient and effective functioning and high level of service within Operations.
• Maintenance of the central operations scorecard and undertaking quality assurance of all Operations unit scorecard to ensure alignment and measurability 
• Operations Planning

Customer Service Management
• Partnering with the Service Management to identify customer service expectations, agree SLAs and aligning to the Customer Value Proposition in order to deliver an appropriate service
• Quality assurance on SLAs with partners internally and externally
• Analytical support to Service Managers including analysis and insight into service management metrics that cover Service Level Agreements (SLA). Broken down to daily, weekly, monthly and adhoc reports.
• Track and monitor service failures and support Management in addressing service failures through the relevant channels
• Production of materials to support strategic service discussions
• Provide communication support to all stakeholders regarding service exceptions within the production area

Budget Management and Cost
• Development and implementation of tactical initiatives to reduce costs and ensuring that budgets for Operations are met.
• Ensures that throughput is maximised throughout Operations by implementing principles of Lean manufacturing and Six Sigma
• Identification of opportunities for cost savings in operations and tracking of the savings
• Monitoring adherence to cost management targets in all areas of operations
• Benefits realization on lean manufacturing and six sigma projects and all other change initiatives in quantum-shilling terms
• Tracking of Operations Financial Performance (actual spend versus budget), month on month per cost centre or enabler
• Perform detailed review and analysis of Operations financials numbers to confirm the integrity of reported results; liaising with Finance to ensure that correct and reconciled records are maintained by both departments
• Proactive tracking of cost to ensure that correct cost is allocated to Operations Cost Centres
• Liaison with Finance and Operations units in understanding and breaking down respective budget variances.
Resource Utilisation
• Ensures effective, efficient and optimal utilisation of all resources (human and capital) to be responsive to competitive pressures, changing market conditions, client needs and business strategies
• Come up with productivity and capacity measures to measure resource utilization within the production area
• Capacity management, identifying areas with excess or shortage in capacity and coming up with resourcing plans to address the gaps

Operational Performance
• Identify, define and implements tactical operational performance metrics geared towards meeting enterprise objectives by analysing the existing gaps
• Collaborates with other areas to ensure that best practices and a standard approach is followed

Control
• Identification and assessment of risks facing both systems and business processes thereby providing effective loss and risk management and so minimising the operational risks
• Liaison with business stakeholders in ensuring that regulatory, group policy standards and minimum operating procedures are observed to minimise the Bank’s exposure to risk

People management
• Facilitation of a performance management and career development culture through mentoring and motivating in regular team and one-on-one meetings to ensure optimal performance and minimise staff turnover rate.
• Ensuring that the correct calibre of staff is recruited by participating in the recruitment process thereby ensuring the Production area has the correct talent to meet the Strategic goals at all times.
• Ensuring that resources are skilled across the different processes to enable cross product and cross function workload balancing
• Provide the people metrics on cross/multi skilling analysis to ensure that staff are well oriented across all operations functions
• Collation of Operations’ training calendar and development of metrics to monitor progress

Operations Planning 
• Development and maintenance of the organisational charts for Operations to ensure alignment of structures to the business strategy
• Monitoring of the headcount of Operations to ensure the optimal resourcing in line with the approved budget
• Coordinating administrative activities within operations

MIS and Reporting
• Collate MI from all areas of Operations as per the matrix agreed with Centre (ROA Operations) and reports it to Centre to enable informed decision making as per agreed timelines.

Self Development
• Identifies appropriate formal and occupational (informal) training needs and courses (internal/external) to develop oneself
• Up-Skills oneself regarding new products and procedures through attendance of workshops/presentations and reading of internal and external communications

Key performance measure
• Cost and Efficiency

o Tracking of Operations Financials - Actuals against budget, Detailed and Executive Summary reports
o Monitoring Costs against Budget: Split per enabler and cost centre
• Service and Capability
o Implementation of Weekly & Daily Metrics Reporting
o SLA & Customer Experience Measurement across all Ops units
• Control
o Tracking of reduction in total value of Operational Losses by 20%
o Tracking to reduce number of Operations control failures
o Tracking Overall Satisfactory audit rating (both internal & external)
o Tracking number of overdue RCSA/Repeat audit findings
o Tracking all reconciliations performed within agreed SLA, with all unreconciled items or escalated
• Change and Continuous Improvement (CI)
o Implementation of change initiatives according to schedule
o Ensure 100% benefits realization in the project benefits realization plan 
• People
o Staff retention/ Succession Planning 
o Training and development plans signed off & implemented
o Performance Management: Recognize and reward performance appropriately and management of poor performance.

Preferred Qualification and Experience

• Business management or commercial Degree
• Six Sigma Black Belt Certified essential
• Process Management
• Process re-engineering
• Compliance Management
• Change Management
• Project Management
• Strategy generation and implementation

Please note that the incumbent must he a Tanzanian National

Knowledge/Technical Skills/Expertise

• Business Knowledge and Contribution
• Manages Area Operations 
• Risk Management
• Financial Management

Head of Operations Enablement & Change - Stanbic Bank Tanzania