Job Description – Chief Operations Officer (COO)
Reports to: Chief Executive Officer
Purpose of the Role:
To lead and manage the Information Technology, Operations, Call Centre, Projects Unit and Administration functions
To ensure compliance with group standards of best practice such that a stable technology and operating platform is available at all times
To ensure that the highest standards of service delivery are maintained and that changing customer and business needs and requirements are recognised and adapted to on a timely basis
To ensure that the development, design, operation and improvement of the businesses systems are aligned to the organisation’s strategy, are in conformance with all regulatory requirements and are provided at an effective cost.
To understand the technology and operations risk that the business faces and ensure that effective controls and procedures are in place throughout the business to mitigate risk.
Key Accountabilities:
Understand the country business strategy as well as local conditions and the environment and translate these into project priorities aligned with the target operating model and appropriate work streams
Understand the specific regulations and constraints that impact the business and where necessary, define the requirements to align operating model to meet the requirements
Balance the function’s need for autonomy and flexibility with the drive for efficiency and standardisation
Demonstrate the successful execution of the technology and operations strategy
Take responsibility for the alignment of the different business units’ strategies to ensure a single face to the market
Improve the efficiency of the operational and technology platforms by driving standardisation within and across departments and reduction in operational risk
Leverage central standardised technology and services as well as resources to drive best practices across people, processes and technology work streams
Conduct an ongoing assessment of the efficiency of the operational business processes and reengineer these processes in alignment with the Group’s standard operating model
Set operational and technology (Key Performance Indicators) for each process which are aggressive, achievable and tied to long-term strategic goals of the business
Minimise the operational risk in the business units and across the platform through ensuring appropriate controls are in place and followed
Report on all operational and technology incidents / breakdowns and participate in the necessary Operational Risk Assessment Forums
Ensure adequacy, robustness and stability of the operations and technology platform at all times so that it is available and accessible to all internal and external parties
Comprehensively understand the IT spend, and the business benefits thereof
Collaborate with the CIO at LHL to formulate an integrated IT strategy and budget as well as to ensure business needs are addressed on a timely basis
Provide recommendations and sign-off on all Operations & IT CAPEX
Ensure that the country’s core systems remains integrated and in line with the functional and technical architecture whilst adhering to regulatory requirements in country
Ensure the adherence to the project and technology governance processes
Ensure that SLAs are in-place and actively managed for all central services utilised
Act as a project champion by providing direction and guidance on the roll-out of new products and system functionality and through developing strong partnerships with the In Country stakeholders, including the Management team, ensure that they are kept up to date with relevant developments in operations and technology
Ensure staff are well equipped and have the necessary training and skills.
Drive an innovation focus in the business, constantly seeking to improve and reinvent as well as find new revenue streams or cost efficiencies.
Thinking Requirements and Working Complexity:
Ability to analyse and monitor the various risks that face the business.
Ability to devise solutions relevant to a particular situation, bearing in mind the various inherent constraints that surround all of matters such as funding, capital adequacy, country limit, taxation and economic/geographical infrastructure.
Where problems or new risks are identified, job holder needs to be able to bring knowledge and experience to this, both first hand, and also of a “where else to look and seek advice” nature.
Ability to identify issues and come up with unique and practical solutions.
Ability to devise revised strategies to avoid repeat mistakes.
Ability to develop good working relations with all executive management (and other levels) for a smooth running of the business but at the same time must demonstrate the authority and courage to challenge the status quo when necessary.
Interact with COO’s and CEO’s within the group to learn and optimise the business in country
Knowledge and Experience Required of Job Holder:
An appropriate business related degree or Diploma and a relevant Master Degree will be advantageous
Relevant experience in a senior position in operations within a service industry, preferably banking
At least 8 years of leadership experience in general banking and/or microfinance
Excellent knowledge of technology and operations within a consumer and transactional banking environment will be advantageous
Proven track record of delivering and managing a robust and efficient operating platform as well as leading and managing multiple disciplines in a multi-cultural environment
Strong ability to build relationships with key stakeholders internally and externally
Sound knowledge of the Financial Service Industry operations and its products
Must have a good command of English, speech and written
Attention to detail and ability to execute deliverables in agreed time frames
Additional Information:
Job holder should seek to develop strong relationships with those performing a similar role at peer group businesses/banks and to join any appropriate industry forums that will enhance job performance and understanding. Arising from the above, job holder will need to be willing and be able to speak on the topic of Operations at conferences and the like which will enhance both personal and the Group reputation
Interested and qualified applicants are requested to submit their application explaining why they are the best fit for the position by 3rd June, 2019 through email address:TZ.Human.Resources@letshego.com Nafasi za kazi tanzania 2018
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