Stanbic Bank Uganda Manager, Operations Service Management

Stanbic Bank Uganda is looking to attract inspired individuals with the skills to offer world class business solutions to our customers in the following position.

Manager, Operations Service Management: SBG12 (1) Position

This position reports to the Head of Operations. The incumbent acts as an interface for stakeholders into Operations. The Manager defines analyses and communicates all business requirements, contributes to SLAs negotiations and daily management of all agreed SLAs.

Key responsibilities:
Identifies, collates and analyses data pertaining to metric supporting SLA’s and service agreements
Reports and manages daily service levels Investigates any service level deviations by applying root cause analysis, develops and implements plans to manage devotions Initiates service improvement initiatives across operations with relevant operations and business stakeholders Acts as liaison (communication and escalation) between branches, support units and IPC SA
Owns and manages all service related incidents till final resolutions
Ensures that all new products are fully supported by the operation teams and are incorporated into service agreements
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.
Requirement:
Advance qualification in Business Management, Commercial degree or relevant operational experience.
At least 3 years experience in a service role at top management level.
Understanding of corporate banking and retail bank network and interface between frontline service, responsive sales and support functions
Extensive understanding of banking transaction processes relevant to products and services offered to stakeholders.
Practical knowledge of how to in-put, access and utilise information to analyse forecast trends.
Practical process / project management experience.
Well developed people management skills.
Excellent interpersonal and communication skills (across the business)
Well developed negotiating skills Creative, analytical with good problem solving skills.
Self driven, values based, innovative, independent adaptive and results orientated person.

Experience: 3

How to apply:
To apply, please send your application to: Sbicugrecruitment@stanbic.comor Head of Human Resources, Stanbic Bank Uganda Limited, 6th Floor, Short Tower, Crested Towers. P.O. Box 7131, Kampala.
Closing Date: 15th March, 2013.

Only shortlisted applicants will be contacted
Attached files should not exceed 1 MB

Applicants not contacted within two weeks from the closing date should consider their applications unsuccessful.