HEAD OF OPERATIONS – First Capital Bank 51 views

Key Responsibilities

• Drive transformation initiatives including digitalization, automation, and process re-engineering.
• Manage operational risk framework including incident reporting, root cause analysis, and mitigation.
• Provide strategic input at Country Management Committee (CMC) level on operational risks, capacity, and service delivery.
• Work closely with Risk, Compliance, and Audit teams to address findings and strengthen controls.
• Ensure day-to-day activities within the Operations functions are aligned with the First capital Bank strategic goals, objectives and are contributing fully to their achievement.
• Develop an environment which encourages change whilst employing the necessary disciplines to ensure maximum benefits are delivered with minimal risk to the business operations.
• Formulate and agree service level agreements (SLA’s) for all services provided to Retail, Corporate and Treasury customers in addition to providing services to the other functional support areas.
• Undertake continuous monitoring of agreed SLA’s and identify opportunities for improvement, maintaining a good awareness of industry best practice and competitor activity.
• Ensure effective management of operational risk throughout the Operations functions, working in partnership with other functions to ensure the management of operational risk throughout the end-to-end business processes.
• Provide input into the design and development of new approaches/processes aimed at constantly improving performance of the team.
• Develop a service culture throughout the function where the needs of the customer are at the center of all activities.
• Through effective controls, governance and quality operational risk control sampling ensuring that risk is identified and appropriate procedures are put in place to mitigate risk/reduce losses to the Bank.
• Provide strong leadership to all staff within the Operations functions, ensuring each person’s role and contribution to the bank is clear and understood.
• Provide sound Performance Management coaching, mentorship and feedback to all direct reports
• Lead a culture of high performance, accountability, and continuous improvement.
• Ensure strict adherence to regulatory requirements, internal policies and procedures and AML/KYC guidelines.

Requirements

• Bachelor’s Degree in Finance, Business Administration, or related field MBA or relevant postgraduate qualification (preferred).
• Professional certifications (e.g., Lean Six Sigma, Operations Management, Banking certifications) are advantageous.
• Banking operations experience with at least 5 years in senior leadership roles.
• Proven experience in Large-scale operations management, digital transformation and regulatory and risk frameworks.
• Ability to deliver high efficiency and zero-error operations including digital transformation and innovation.

How to Apply