Head of IT Operations at Baobabplus

Job Summary

• The Head of IT Operations will provide strategic leadership to the IT operations department, ensuring the efficient and effective delivery of banking services through robust IT infrastructure and systems.
• This role will be crucial in enhancing operational processes, customer service, and overall organizational performance by aligning IT with business strategy and ensuring the availability of information resources.

Responsibilities
Strategic Leadership & Policy Implementation:

• Introduce and implement effective IT systems, policies, structures, and resources to support the growth of the institution and ensure adherence to the same.
• Serve as the IT Operations Lead for the Microfinance Bank's core banking system implementation, aligning system configuration with operational processes and policies.
• Develop and recommend Information Technology & Information Security policies and standards.
• Monitor ethical and responsible use of Information Technology & Information Security systems.
• Monitor compliance with relevant laws, including data privacy and information security.

Operational Management:

• Manage centralized banking operations and account opening functions to ensure efficiency, quality, and control over account opening, e-channel, and completeness of Know Your Customer (KYC) / Anti-Money Laundering (AML) activities.
• Define and implement new policies and procedures for Banking Services in support of product development/refinement or upon the introduction of new technologies and delivery channels.
• Analyze operational risks, procedures, workflow, and controls on an ongoing basis for continuous improvement of operational systems.
• Oversee customer support processes and organize them to enhance customer satisfaction.
• Perform pre-audits to ensure ongoing adherence to compliance procedures.
• Maintain and manage the computer system, extend the existing network to remote branches, and manage access to various components of the system.
• Ensure all monitoring tools are populated with correct configuration items/information (e.g., IP Addresses of branch network devices, cameras, business applications) and provide accurate reports.
• Perform routine checks on all network devices and report anomalies within 24 hours to management, following up on resolution.

Security & Risk Management:

• Safeguard customer data and protect against fraud through the management of authorization levels and access rights.
• Develop and maintain sufficient business continuity plans to ensure service delivery in the event of minor to major incidents and escalation of service exceptions as needed.
• In liaison and collaboration with the Risk team, ensure operational risk controls are identified, implemented, monitored, and reported on a regular basis.
• Guarantee the safety of hardware and data and enforce procedures on saving and restoring data.
• In collaboration with the Information Security team, ensure firewalls are properly configured and functional, and perform network design and implementation in accordance with standards for both existing and new offices.
• Develop and enforce the company's contingency policy.

Team & Resource Management:

• Develop and manage a team of well-trained, focused, and motivated IT Operationsstaff.
• Ensure hardware is appropriately configured, used, managed, and train users on their tools.
• Provide end-user support for IT Infrastructure/Services and resolve anomalies for business continuity.
• Update inventories relating to the computer network and system and ensure the integrity, confidentiality, and availability of company resources.
• Keep all Windows devices updated, managed, and reported.
• Analyze needs in terms of hardware and connections, as well as purchase optimization, and order hardware in accordance with procedures.
• Manage supplies of consumables.

Requirements

• Bachelor's Degree in any Social Science discipline, Information Technology, Computer Science, or a related field.
• A Master’s degree in Technology or an MBA would be an added advantage.
• Minimum of 10 years of experience in IT with minimum of 4 years of experience in managing IT Operation teams (Networks, User Support, Hardware Support and Software Support) or a leadership role.
• Project Management Certification (e.g., Project Management Professional (PMP) or PRINCE2) can be beneficial.
• In-depth knowledge of industry regulations, standards, and best practices.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication and interpersonal skills.
• Good knowledge of Windows OS, Sage, databases, networks (LAN, WAN) and reporting.
• Ability to work in a team with short time limits.
• Ability to get to grips with a new system.
• Proven to be undertaking and proactive.
• Knowledge of Microfinance Operations.
• Staff and User Management skills.
• Leadership, management, and business administration skills.
• Strong leadership qualities, analytical, and communication skills.