Head Of Operations – Capital Bank

Overview of role

  • Improve bank efficiencies by reviewing, developing new ideas in bank policies and procedures in line with international world best practices, regulatory and statuary requirements
  • Increase profitability by managing costs
  • In conjunction with CEO other members of staff will ensure business growth through directing and managing business operations activities to ensure they are delivered in accordance with the strategic objectives

Job description

  • Evaluate existing processes in branches, units to improve TAT and enhance controls
  • Coaching and mentoring to meet unit individuals goals and meeting customer satisfaction
  • Manage performance of departments through the Balance Score Card
  • Centralize processes to achieve greater efficiency of departments
  • Streamline and enhance controls on all processes undertaken
  • Hold quality checks in branches, units-Monthly Visits to all the Branches and quarterly for Francistown
  • Skill development through training on controls ,processes – Quarterly structured training department wise
  • Check and monitor GL and suspense accounts for visa and ATM transactions (Head office & Branches )
  • Perform scrutiny checks on daily reports submitted by branches and act accordingly
  • Authorize transaction for Clearing, CPC, Forex, Treasury back office and Admin whenever the support is needed
  • Ensure all departments working under operation work in sync to improve team work
  • Provide support to branches regarding ATM/ cheques customer queries
  • Keep Chief Executive Officer informed of all matters pertaining to process deviations or risks involved in the activities conducted by the branch staff
  • Monitor customer queries, manage complaints register (Comma 5) and ensure queries are resolved within set standard
  • Ensure efficient customer service in branches
  • Maintain compliance with all company policies and procedures , AML and KYC
  • Collaborate with Branch Operations Managers team to prepare schedule of all recorded sales and track progress
  • Ensure audit findings/gaps are attended to within one month after submission of the audit report
  • Develop , document and implement processes manuals
  • Train and staff on processes and policies applicable to their line of duty quarterly
  • Contribute ideas on implementation of business analytics software
  • Manage the banks records and archiving by formulating and implementing processes
  • Vet and Manage Admin vendors, ensure procurement is procedural
  • Conduct skills gap analysis and implement recommendations
  • Ensure and monitor implementation of fees and charges from departments under operations

Requirements, Education and Experience

  • Degree in business / finance or related subject or equivalent experience preferred
  • Must have worked in bank operations at strategic level for at least 3 years
  • Applicant should possess knowledge of regulatory requirement and manage relationships
  • Ability to analyze financial data and provide solutions for improvement
  • Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
  • Excellent computer proficiency (MS Office – Word, Excel and Outlook)
  • Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
  • Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices

Closing Date 04 November 2017

Detailed information