Head of Operations and Service Delivery Tanzania

Department:

People & Change Tanzania

Job type:

Permanent

Closing date:

10-Feb-15

Reference Number:

130-PEO00391

The Company

Our client is a leading commercial bank in Tanzania with a regional presence. They value the principles of good banking - strong capitalization, liquidity, risk diversification, conservative lending policies, investment in service delivery channels and customer experience orientation. They therefore wish to recruit the Head of Operations and Service Delivery to manage the Operations Division of the Bank.

Roles & Responsibilities

This role incorporates all aspects of contact with the Bank’s customers through Customer Services, Service Quality, Cash management and managing the centralised back office function, which includes Trade Finance and Treasury operations, Clearing, Information Technology and Funds Transfer. The Head of Operations and Service Delivery will report to the CEO.
The Head of Operations and Service Delivery will be accountable and responsible for, among others to:
•Act as a member of the Bank’s MANCOM, ALCO, BORC, and Human Resources Committees, take a proactive role in influencing policy and the strategic direction of the Bank;
•Assume responsibility for the Bank’s entire service delivery for all bank customers and as part of the senior management team contribute to the achievement of annual business plans and strategic objectives;
•Develop new and improved Service Delivery channels and any other additional channels that may be developed, which meet the needs of the bank customers to ensure the Bank remains competitive;
•Put in place an MIS system that will enable continuous tracking of the department’s performance, monitoring of customer satisfaction and provision of management reports;
•Identify and develop new business locations and improve alternative service delivery channels to meet the needs of Bank customers and ensure the Bank remains competitive;
•Organise, develop and maintain front office operations and support structure, staffed by high calibre and well-motivated staff utilising efficient, relevant and comprehensive processes to achieve superior delivery of customer service at all times;
•Manage Bank’s exposure to external and internal risks at the service delivery front, including but not limited to adherence to procedures, optimum cash management within set limits, and physical security of bank staff and assets;
•Manage a business continuity plan for service delivery;
•Manage projects within budgets, set timeliness and with required effectiveness and efficiency;
•Put in place a quality management system of international standards that ensures service quality;
•Continuously review services provided at the branch to ensure that customers receive services efficiently;
•Monitor the activities of key competitors to ensure that the Bank is in a position to respond appropriately to protect existing business and generate new business 

Requirements

•Bachelors/Master’s degree in relevant professional qualification in banking and accounting from a reputable institution;
•Full awareness and appreciation of profit dynamics in Banking;
•Minimum 10 years’ experience in banking operations.
•Experience, awareness and appreciation of all aspects of balance sheet management in banking;
•Proven leadership and people management skills with a high level of commitment and enthusiasm;
•Full knowledge of BOT’s Act & various Regulations; 

Additional Information

A competitive package will be offered depending on the experience and qualifications of the successful applicant.

 

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