Job Purpose:

The job holder is responsible for the Operations management across Group Chief Operating Officer functions by establishing and monitoring Service Level Agreements, Change and Transformation, Budgeting and Cost optimization, and product and services. The job holder will work closely with Group COO and all reporting lines to develop strategic and operational plans ensuring alignment with the overall strategic planning framework and processes across the Group.

Strategic Responsibilities

• Drive GCOO strategic business planning, problem-solving, conduct business feasibility studies and liaise with senior management.
• Guide various implementation processes on an ongoing basis to ensure correct and holistic implementation of the bank’s strategy enabling high levels of customer satisfaction and productivity for closures of all transactions through the bank.
• Drive Target Operating Model of Group Operations to ensure strategic synergy is achieved between NBB and BisB respectively in line with Group Digitalization & Automation agenda.
• Lead the implementation and design of GCOO strategy and participate in the organization’s strategy articulation process to set up the goals, objectives, and KPIs for each reporting unit.
• Act as the GCOO’s representative in key strategic initiatives, including mergers and acquisitions, and in driving overall business strategy.

Cost Optimization & Budget Management Responsibilities

• In alignment with Group COO define strategies to optimize the reporting department’s allocated budget. Monitor cost drivers and identify cost optimization opportunities.
• Monitor spending patterns and implement measures to promote adherence to allocated budget.
• Continuously monitor and analyze performance, provide financial analysis, and strategic input to facilitate high level decision-making
• Prepare and manage the annual budget for the division and reporting sections to ensure adherence to the budget and delegations to utilize the budget.
• Formulate and develop departmental budgets with reporting lines to Group COO

Monitoring Service & SLA Responsibilities

• Monitor all Group operations service level agreements between the Group and the service providers ensuring alignment to statutory standards and corporate guidelines while ensuring value for money and the provision of excellent service.
• Oversee the overall operating efficiency of reporting departments to Group COO, monitor performance and SLA.
• Drive cross training and resource movement to balance workflows within teams and across business silos aiming to have optimal level of resources
• Explore new and improved opportunities for data capturing and develop real-time dashboards where applicable.
• Develop continuous enhancement of reporting for different processes by best utilization of tools and technology.
• Ensure turnaround time for all transactions is in alignment with the defined service quality
• Highlight to GCOO any breach in service SLAs and plan mitigations accordingly.

Customer Centricity, Product & Service Responsibilities

• Ensure successful product development and launch of new banking products and services.
• Design and implement frameworks for product and services to identify areas for improvement and ensure meeting customer needs and service levels.
• Regularly review existing products and services to identify areas for improvement and ensure alignment to best market standards.
• Work closely with business stakeholders to ensure up to date services and alignment with the strategy from Group Operations end.
• Conduct market analysis research to identify opportunities to enhance the operational services in alignment with latest market trends.
• Lead customer centricity for operations services.
• Monitor the performance of the operations from productivity and efficiency end using data and analytics to drive continuous improvements.
• Explore latest market trends in payment services and assess the feasibility to implement.
• Enhance customer experience and build effective relationships with key stakeholders.

Change & Transformation Responsibilities

• Develop operational strategy as per guidance from Group COO and set the relevant goals and objectives in alignment to business strategy.
• Ensure regulatory projects are delivered within the set timeframe.
• Champion and manage change as a result of change in regulatory, market or business requirements.
• Drive towards full STP with lower TAT, resulting in increase in productivity handling higher volume and supporting business expansion opportunities.
• Monitor operational efficiency radar.
• Deliver Target Operating model aimed at Group centralization and consolidation of services.
• Work closely with the reporting lines to Group COO to drive transformational projects.

People Management Responsibilities

• Define goals and key performance indicators for each member of the team and ensure effective implementation of the NBB performance management process.
• Develop talent within the team by providing guidance and coaching to achieve the defined goals.
• Establish and maintain high performing talent pool with effective succession planning and talent development/retention framework.

Qualifications & Experience

• Bachelor’s degree in Finance, Accounting or in any other related major.
• Professional qualification is preferred.
• Minimum 5-6 years of practical experience in a bank with 3 years in the same or similar function.