Head of Operations – MFB at ARM Hold Co.

Job Summary

• Responsible for leading the Microfinance Bank’s Operations function. Providing strategy leadership by designing and implementing operational procedures and policies to support business operations, service excellence, business growth, risk management and compliance.

Job Details

Operations Oversight

• Responsible for the development and implementation of strategic initiatives that sustain / improve the bank’s competitive advantage through operational efficiency, innovation, controls and service excellence.
• Oversee daily banking operations including payments, settlements, account services, reconciliation, transaction processing, customer service etc.
• Develop and lead implementation of operational policies, systems, and controls to improve efficiency and mitigate risks.

Business Advisory

• Support the delivery of the bank’s strategic objectives, through the provision of expert advisory to key stakeholders (management, managing director, board members etc) on leveraging operational excellence and best practices, technology and innovation to drive the achievement of business outcomes.

Business Support

• Provide best practice solutions to business problems while supporting evolving business needs and driving sustainable business growth.

Regulatory Compliance

• Proactively ensure compliance with ever-changing regulatory requirements by keeping abreast of regulations and leading changes to internal systems, processes and procedures (where required) to ensure compliance.

Risk Management:

• Responsible for effectively identifying and managing operational risk and ensuring adherence of transactions, operational and internal control processes within the bankwhile minimizing operational errors and losses.
• Partner with the bank’s management, IT, compliance and risk management to ensure risks are properly identified, assessed, analysed and mitigated.

Credit Operations

• Ensures efficient credit operations processes to support the bank’s credit portfolio and revenue growth while collaborating with the credit risk management function to effectively manage credit risk.

Continuous Service Improvement

• Implement continuous service and customer experience monitoring systems to track service metrics, KPIs, customer experience and feedback and drive initiatives to address customer pain points, improve service experience and consistently delight the bank’s customers.

Stakeholder Management:

• Builds valued relationships with internal and external stakeholders at the strategic and tactical levels and assembles coalitions to support business initiatives and goals.

Vendor Management:

• Manages vendor relationship management, contract negotiations, service monitoring, SLA review, cost management and continuous improvement.

Team Leadership:

• Lead, coach and mentor operations and other teams to establish an excellent performance driven and team focused culture while supporting employee development, growth, motivation and satisfaction.

Requirements

• Behavioural Competencies
• Analytical Thinking (Level 4/4)
• Customer Service Orientation (Level 4/4)
• Flexibility and adaptability (Level 4/4)
• Professional Confidence (Level 4/4)
• Relationship Building for Influence (Level 3/4)
• Teamwork (Level 4/4)
• Coaching and Mentoring (Level 3/4)
• Driving Performance (Level 4/4)
• Leading and Developing Others (Level 4/4)
• Stakeholder Management (Level 4/4)
• Emotional Intelligence (Level 4/4)

Technical Competencies

• Operations Management (Level 4/4 Process Improvement (Level 4/4)
• Transaction Processing – (Level 4/4)
• Business Acumen – (Level 4/4) • Strategy (Level 3/4)
• Market and Regulatory Environment (Level 3/4)
• Negotiation and Decision-making (Level 4/4)
• Project Management – (Level 4/4)
• Product Knowledge – (Level 4/4)
• Vendor Management – (Level 4/4)
• Communication Skills (Level 4/4)

Educational Requirements

• Bachelor’s degree from an accredited university.

Experience Requirements

• Minimum of 8 years of work experience including experience leading operations teams in Microfinance or Commercial Bank.