Chief Operating Officer (COO) at ITEX Integrated Services Limited

• The COO will work closely with the CEO and the executive team to support ITEX’s strategic goals. This role will also ensure there are continuous improvements to ensure operational excellence, with cost effective and streamlined processes aligned with our strategic goals.

Duties and Responsibilities

Business Operations:

• Operational Excellence: Develop and implement comprehensive operational strategies that enhance efficiency, scalability, and service delivery across the organization and ensuring we are continuously improving.
• Project Leadership: Oversee major projects, ensuring they align with goals, are completed on time, within scope, and within budget. Promote a culture of continuous improvement by identifying and implementing process enhancements.
• Performance Metrics: Establish and monitor key performance indicators (KPIs) that drive operational excellence and support the achievement of the organization's strategic objectives.

Customer Experience Management

• Customer Centric Strategy: Drive a customer-focused strategy that ensures the highest levels of service delivery and customer satisfaction. Implement systems to capture and act on customer feedback to continuously improve the customer experience.
• Leveraging customer data and insights to inform strategic decisions and drive continuous improvement in service delivery, understanding root causes and insights to continuously improve customer experience.
• Issue Resolution: Establish frameworks addressing and resolving customer complaints, ensuring timely and effective responses.

Administration and Facilities Management

• Facilities Oversight: accountable for the management of physical assets, ensuring that facilities align with long-term organizational goals and operational needs. Ensure all facilities are well-maintained and meet health, safety, and environmental standards. Develop and implement effective space planning strategies to accommodate growth and operational needs.
• Procurement and Vendor Management: Oversee procurement strategies, negotiating major contracts to secure cost-effective, high-quality services. Ensure vendor relationships are strategically managed to drive innovation and cost efficiency across the organization.
• Business Continuity Planning: Lead the development and continuous improvement of business continuity and disaster recovery plans, ensuring the organization can maintain operations during disruptions.

Leadership and Strategy

• Strategic plans: Play a key role in shaping and executing the organization’s strategy. Ensure that all activities are aligned with the broader business strategy and contribute to long-term growth and success.
• Change Leadership: Lead transformational initiatives that drive innovation, operational improvement, and organizational growth. Foster a culture that embraces change, continuous improvement and communicating effectively across theorganization to ensure alignment and buy-in at all levels.
• Financial Stewardship: Manage the financial performance of business operations, and facilities, ensuring budgets are aligned with strategic priorities. Provide the CEO and board with regular updates on operational efficiency.

Team Leadership and Development

Drive the team’s engagement and performance by:

• Developing the Team – take responsibility for ongoing, transparent communication and timely constructive feedback, documented as required. Understand your team’s strength and development areas, acting as a coach to help improve performance.
• Delivering the Results – establish a high-performance culture through clear objectives & priorities, holding team members to account for the WHAT and HOW, manage priorities and resources, have the right structure in place and drive productivity.
• Engaging the Team – create a culture in line with the values, celebrate success, build strong team relationships, take responsibility for well-being and motivation.

Risk Management and Compliance

• Enterprise Risk Management: Develop and implement a comprehensive risk management framework that identifies, assesses, and mitigates risks across all operations. Ensure all activities comply with regulatory requirements and best practices.
• Audit and Compliance Oversight: Lead collaboration with internal and external auditors to ensure compliance, transparency, and the integrity of operations.

Requirements

• Bachelor’s degree in Business Administration, Finance, or a related field; MBA or equivalent advanced degree preferred.
• Minimum of 15 years of experience in banking operations or Financial Services with at least 5 years in a senior leadership role.
• Proven experience in overseeing IT operations, facilities management, and project management.
• Strong understanding of regulatory requirements and compliance in the banking sector or Financial Services space.
• Excellent leadership, communication, and interpersonal skills.
• Demonstrated ability to develop and implement strategic initiatives.
• Strong analytical and problem-solving abilities.
• Strategic Thinking.
• Operational Excellence.
• Financial Acumen.
• Leadership and Team Development.
• Risk Management.
• Customer Focus.
• Change Management.
• Relationship Building.