Group Shared Services: driving operational excellence, transparency and continuous improvement across our business, by leveraging scale, capabilities and innovation.
• Lead the Production area in ensuring customer focused, high quality fulfilment and operational services to all stakeholders (Business partners and customers across all products and delivery channels) • Drive related strategic deliverables for all business units • Align the Production area to Group Operations and business strategies within country
Strategic Execution • Develops, implements and continuously improves the Production area in co-ordination with the Head of Operations, with a view of ensuring efficient and effective functioning and high level of service within Production
Customer and Business Partner Relationship Management • Partners with the various unit managers to identify customer service expectations, agree SLAs and align to the Customer Value Proposition in order to deliver an appropriate service
Cost Management • Develops and implements tactical initiatives to reduce cost and ensures that budgets for the Production area are met • Ensures that throughput is maximised throughout the Production area by implementing principles of Lean manufacturing and Six Sigma
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
Operational Performance • Identifies and defines tactical operational performance metrics geared towards meeting Payments objectives by leveraging opportunities. • Collaborates with other areas through continuous interactions to ensure that best practices are implemented and a standard approach is followed. • Provides accurate and timeous MIS as per the matrix agreed with Centre (ROA Operations) to enable informed decision making.
Control • Identifies, assesses and mitigates the risks facing both systems and business processes in Production and thereby minimising the operational risks • Liaises with business stakeholders in ensuring that regulatory, group policy standards and minimum operating procedures are observed to minimise the Bank’s exposure to risk
Compliance • Responsible for the implementation and adoption within Production unit of all Compliance, Anti-Money Laundering and Sanctions related requirements contained in policies, procedures and processes, including BCM.
People management • Drives 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 • Ensures 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 • Ensures that resources are skilled across the different processes to enable cross product and cross function workload balancing
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 Measures • Consistent achievement of high levels of customer service and satisfaction, striving to exceed targets and SLA’s set • Reduction in costs and increased throughput • Optimal and flexible allocation of resources between critical areas • Effective supplier relationships specifically regarding the provision of non-permanent resources. • Compliance to regulatory requirements governing banking practices • Effective management and mitigation of operational risks • Achievement of strategic objectives
Preferred Qualification and Experience
• Extensive experience in management of complex operations from the Banking Sector (A Must have) • Banking Related certifications • Business management, commercial or engineering degree • Practical process / project management experience • Experience in managing people • Relationships management • Commercial and Personal Banking Exp
Please note that the incumbent must he a Tanzanian National
• Understanding of corporate banking and retail bank client needs, distribution channels and interface between frontline service, responsive sales and support functions • Comprehensive understanding of banking transaction processes relevant to products and services offered to customers • Practical knowledge of how to in-put, access and utilize information to analyze forecast trends • Working knowledge and principles of capacity management in terms of resource options, availability and costs • Knowledge of cost management principles and practices • Knowledge of security management principles and practices • Budgeting skills • Risk identification and assessment skills • Negotiation skills • Managing projects • Ability to analyse trends and make forecasts • Financial literacy