Head of Operations at Hamilton International Academy

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 post graduate degree highly desirable
• 10 - 12years extensive relevant experience with reputable organizations (Banking or Fintech)