Operations: a range of essential and complex services to ensure processes across the bank work as effectively and efficiently as possible
Effectively align business operations to the country business strategy
Effectively align business operations to the Group Operations strategy
Leads Operations towards becoming an efficient and effective business function
To pro-actively identify, assess and leverage opportunities, operational risk, operational and systemic processes with the purpose of providing a secure, cost effective and responsive service delivery area
Strategic Execution
Develops and implements the Operations strategy and continuously improves the Business Operations model in co-ordination with PBB and CIB, with a view of ensuring efficient and effective functioning and high level of service within Operations
Cost Management and efficiency
Develops and implements initiatives to reduce costs and ensure that budgets for Operations are efficiently met
Ensures that throughput is maximised throughout Operations by implementing principles of Lean manufacturing and Six Sigma
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
Identifies and defines strategic and tactical operational performance metrics geared towards meeting country objectives by leveraging opportunities
Ensures alignment to the Customer Value Propositions, Service Level Agreements and benchmark targets through constant monitoring and evaluation of Operation’s performance to ensure a high-level of service for our customers
Collaborates with other areas to ensure that best practices 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 and assesses the risks facing both systems and business processes thereby providing effective loss and risk management and so 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
Rollout of Change Portfolio
Enables rollout of change initiatives/ programs by considering the best possible methods and approaches to ensure improved customer satisfaction
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 Operations 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