Job Title: Head of Operations
Reports to: Chief Operating Officer
Job Objective(S)
- To develop and implement an Operational Strategy that facilitates excellent customer service delivery of the subsidiary’s banking services
- To facilitate and assist in Trade and Finance product development and knowledge dissemination across the bank
- To ensure that banking operations and service delivery in the country subsidiary is in compliance with group subsidiaries
Key Duties and Responsibilities:
- Consistently Develop an Operational Strategy that facilitates excellent customer service delivery of the bank’s services in the country subsidiary
- Ensure adequate allocation of personnel and material resources to the units within the operations department for effectiveness in all operations
- Ensure proper documentation for all transactions and authorize transactions within approval limits.
- Ensure policies and procedures for all transactions are in alignment with regulatory practise within the region
- Prepare management reports detailing the country subsidiary’s performance and make recommendations to both country and group management as appropriate
- Ensure proper maintenance of documents and records in the country offices
- Ensure business continuity through optimal systems utilization at the Country subsidiaries.
- Implement country office operational strategy (short and long term) in line with targets defined by the group operations division and the subsidiary’s business unit plan
- Monitor compliance with performance indicators/ service standards to ensure alignment with business/ customer requirements
- Ensure maintenance of appropriate confidentiality and security of customer and transactional information and safety of the country subsidiary’s assets.
- Set and monitor performance against pre-agreed goals and objectives for all units within the operations department in the country subsidiary
- Develop and provide input into career development of direct reports
- Champion the customer service initiatives in the Country office
Key Performance Indicators
- Customer Satisfaction Levels (by number of customer complaints & customer satisfaction surveys)
- Growth in customer base, rise in profitability – reports to management.
- Number of penalties as a result of contravention of regulatory reporting timelines/ guidelines.
- Morale & loyalty levels displayed by all staff including outsourced people.
- High uptimes of systems – logs in business units, real-time monitoring.
- Audit, Ops Risk and Inspection Reports rating of the bank.
- Operational loss level.
- Increased bottom line for the bank.
- Fraud level.
Qualifications, Skills and Experience:
Job Requirements
Education:
- A good University degree in relevant discipline.
- Higher degrees/MBA/Professional certificates desirable
Experience
- Minimum of 8 years relevant banking experience and a minimum of 5 years in a management position
Key Competency Requirements
Knowledge
- Knowledge of Int’l law, conventions, customs and practices of Banking operations
- Good Knowledge and understanding of banking operations
- Good Products Knowledge
- Good understanding of Customer Services
- Good understanding of the operational, credit and regulatory risks facing the business
- Good Control Sense
- Computer and information technology appreciation
- Good Treasury Operations Knowledge
- Corporate Finance knowledge
- Good Trade products knowledge
- Good knowledge & understanding of banking operations.
- Good International Trade regulatory knowledge
- Good Trade Finance product knowledge
- Good knowledge of international payment systems and conventions
Skill/Competencies
- Generic Skills
- Strategic orientation
- Creative and taking initiative
- Entrepreneurship/ taking ownership
- Analytical Skills/ Problem solving
- Interpersonal Skills
- Supervisory Skills
- General managerial/ administration
- Team building / conflict management
- Leadership/ Coaching/ Influencing/ Supervisory
- Organization/ Coordination skills
- Performance management
How to Apply:
All interested staff should send their CV, application letter and copies of academic certificates to [email protected] addressed to;
Head of Human Capital,
United Bank for Africa,
Plot 2, Jinja Road,
Kampala, Uganda.
Deadline: 19th August 2024
