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Head of operations
Old Mutual is a premium African financial services organisation that offers a broad spectrum of financial solutions to retail and corporate customers across key market segments in 14 countries. The lines of business include Life and Savings, Property and Casualty, Asset Management and Banking and Lending.
We are rooted in our purpose of Championing Mutually Positive Futures Every Day and believe that a great customer experience is anchored in a great employee experience.
- Offer strategic leadership to the branch leadership teams In liaison with HR and heads of business segments, oversee the process of recruitment, training and induction of branch teams and ensure motivation and retention of staff.
- Drive a high performance culture among the branches and take charge of performance management across branches.
- Develop and roll out initiatives geared to achievement of all business KPIs Drive profitability of the entire branch network and ensure that new branches /sales centers break even within the stipulated timelines Drive utilization and profitability of the alternative banking channels by the banks clients Provide feedback to head of segments on the all products, service offerings and processes and recommend alignments to customer needs and expectations.
- Cultivate a customer service culture across all customer touch points and align people, products and processes to the same.
- Leading the development and implementation of the overall strategy for Operations Department Cost Management
- This position is responsible for contributing to profitability directly by ensuring prudent cost management and waste reduction across the entire organization Continuous Process Improvements and process efficiencies in the entire organization.
- Responsible for the delivery of day to day support of all banking operational functions and work with other stakeholders to provide the technology solutions, process improvement efforts to promote efficiency and standardization across the organization
- Lead centralization and standardization of operational processes across the bank and in conjunction with other areas of the organization
- Ensure organizational operations quality through review, update, implementation and adherence to agreed internal policies, procedures and manuals
- Ensure compliance with regulatory provisions and requirements Maintain a professional work environment that focuses on superior performance by departmental staff –
- Establish effective systems, procedures and standards of performance for staff in the Operations Department and in the branches Training and motivation of staff –
- Identify training and counseling needs and ensure these are met for all staff under purview as appropriate
- Talent spotting to ensure appropriate exposure and career opportunities/ succession planning for high performing staff in the Operations Department and branch network.
- Play a lead role in developing alternate channels of customer service delivery, such as agency banking and third party partnerships and offer enhanced convenience to customers
- Provide the necessary support as appropriate in execution of the organization’s expansionist strategies such as branch expansion, rollout of agency banking and rolling out of strategic partnerships
- Working closely with the relevant Head Office departments, ensure effective administrative support to all the branches including resolving premises and other business-as-usual operational and service issues arising from time to time
- This position has broad decision-making authority and is responsible for the overall budgeting and planning for the daily Operation Department functions Communicating and reinforcing the AML-CTF compliance culture established by the board Implementing and enforcing the board-approved AML, KYC & CFT policy within the Department, Unit or Branch.
Head of Operations Requirements:
- Bachelor’s degree in Business, Computer Science, or a related field.
- Experience as a Head of Operations or in a similar role.
- Knowledge of business functions.
- Solid knowledge of data analytics.
- Strong mathematical literacy.
- Excellent organizational and leadership qualities.
- A strategic thinker
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