Head of Operations at Hamilton Lloyd and Associates

Reports to: Chief Operating Officer

Job Summary

• The Head, Operations is responsible for driving and nurturing an environment of operational excellence and continuous process improvement
• Ensures all processes and transactions are executed correctly, minimizing risk and maximizing quality of service
• He/she identifies and maps all operational processes, measures and analysis performance, and monitors and strengthens controls to reduce risk
• This position currently supervises 2 Managers and must take ultimate responsibility for the performance of each of those teams. It is expected that this department will grow significantly over the next 2 years.

Job Responsibilities

• Steer operational process improvement projects with full ownership and responsibility including project management and communication with all internal stakeholders
• Identify and mitigate/eliminate existing inefficiencies, operational issues and risks
• Implement quality assurance measures to improve business monitoring
• Ensure effective documentation, in the form of user guides and implement operational improvements to reduce operational costs, tighten controls, improve service quality and customer service
• Establish and review key operational risk indicators/key control standards and formulate action plans to minimize the company’s exposure to fraud and losses
• Ensure compliance with regulatory requirements relating to the company’s operations
• Steer operational process improvement projects with full ownership and responsibility including project management and communication with all internal stakeholders
• Implement quality assurance measures to improve business monitoring
• Identify and mitigate/eliminate existing inefficiencies, operational issues and risks
• Design and implement systems, processes and procedures to facilitate smooth functioning of the entire operations
• Manage the company’s operational risk exposure by supporting the business to identify areas of operational risk exposure and by developing and implementing corrective action
• Ensure that technical and operational procedures and business continuity plans are maintained regularly
• Develop new and improved service delivery channels which meet customer’s needs
• Implement a Management Information System (MIS) that will enable continuous tracking of the department’s performance, monitoring of customer satisfaction and provision of management reports
• Provide team leadership and development through mentoring, manpower planning and skill set development.

Desired Skills & Experience Education

• A Bachelor of Science Degree in Business/Finance, Economics, Business Informatics, Information Management or any related course
• A Postgraduate Degree highly desirable
• Extensive relevant experience with reputable organizations (Banking or Fintech)

Person Specification

• Must be self-motivated and demonstrate a sense of ownership
• Must have a metrics-driven and reconciling mind-set
• Must have excellent execution skills
• Must be innovative and in tune with industry/market developments, ever searching for better ways, effectiveness and efficiency
• Must be process driven and constantly looking ways to optimize
• Must be capable of excelling and leading others in a dynamic, fast-paced, growing environment with significant regulatory demands and oversight
• Possess excellent interpersonal and organizational skills
• Must demonstrate exceptional analytical and quantitative skills
• Must be able to manage time, prioritize tasks and work under pressure.
• Must possess relationship building, negotiation, problem solving and troubleshooting skills
• Must demonstrate excellent leadership with the ability to provide clear, direct and authoritative direction to others.
• Must have excellent communication skills (both verbal and written).

Key Skills and Competencies:

• Knowledge of consumer finance procedures and policies
• Ability to translate regulatory requirements into operational plans and actions
• Good understanding of operational risk analysis
• Strong technical and analytical skills to diagnose issues, identify trends, perform root cause analysis and articulate problem scope
• Track record of leading multiple time-sensitive initiatives simultaneously and supporting cross-functional teams
• Proven record of balancing risk and making sound decisions while achieving business goals
• Good interpersonal, leadership and team management skills
• Good project management and organizational skills
• Passionate, self-motivated and driven
• Innovative, ability to think outside the box.