Head of Operations and Service Delivery Job Opportunity - Commercial Bank of Africa (CBA)

Organisation: Commercial Bank of Africa (CBA)
Duty Station:  Kampala, Uganda
Reports to: Executive Director

About CBA:
Commercial Bank of Africa (CBA) Ltd is the largest privately owned Bank in East Africa with its Headquarters in Nairobi, Kenya. We have been in operation for over 50 years and are present in Uganda, Kenya, Tanzania and Rwanda.

Job Summary: The Head of Operations and Service Delivery  will direct and manage all aspects of Operations, Service Delivery, and Technology. The primary accountability for all daily operational activity in country; directly managed, outsourced to SSC, outsourced externally, or managed by a Group partner.

Key Duties and Responsibilities:
·         To manage multi-disciplined teams responsible for delivery of key service functions
·         To be accountable for the delivery of reliable services to the country business in a stable, secure and controlled environment in accordance with agreed service level agreements and within agreed costs.
·         To have responsibility for the Operations and Service Delivery aspects of all change projects in country.
·         To be accountable for delivering the country operations budget.
·         To be an integral part of Group's operations community, working with operations and business personnel to support the implementation and management of the Group's systems, initiatives and operations.
·         As part of the country management committee (Manco), assist the ED in the overall management of the country business.
·         To manage service providers (internal and external) effectively and to the agreed service levels and cost.
·         To deliver year on year service improvements and cost reduction.
·         To have accountability for business continuity in country.
·         Work closely with key business contacts to agree Service Levels, to report on Service Delivery performance and to manage service requests cost effectively and in accordance with strategy, standards and standard processes.
·         Work with the Group functions to develop long-term strategy and direction in all aspects of the managed functions.
·         Ensure that the managed team functions meet all agreed contractual service levels.
·         Ensure that the managed team functions and units adopt all Group policies, processes & standards; and respond to all internal and external reports.
·         Sponsor and strongly promote continuous improvement in managed team disciplines.
·         Be accountable to the country ED and Group COO for business expenditure; and ensure that costs are well managed and all expenditure is both appropriate and effective.
·         Ensure that the Operations and Service Delivery function is fully resourced, supports the business strategy and responds to business needs.
·         Ensure management of country risks as a key member of the Country Operational Risk Committee.
·         Ensure that relevant input is provided to other business projects and Group-wide developments.
·         Be accountable to the country for the security of the Bank's assets.
·         Be accountable for the setting up, testing and maintenance of the Bank's Disaster Recovery and Business Continuity plans in the country.
·         Be accountable to the Bank for services delivered by External Vendors for reliability and availability.
·         Represent the Bank in key banking industry committees for thought leadership and to ensure bank's interests are well covered.
·         Ensure that all functional staff are managed according to the Group’s HR processes and are trained to meet their specific job purpose.
·         Ensure that the resourcing function meets corporate objectives through effective vetting.
·         Responsible for in-country vendor negotiations.


Qualifications, Skills and Experience: 
·         The applicant should preferably hold a Bachelor's Degree, preferably in IT
·         At least seven years’ experience in a Banking environment (esp Operations & IT) with at least three (3) years of middle management experience.
·         Proficiency in MS Office Applications
·         Broad knowledge and understanding of Banking law

How to Apply:
All suitably qualified and interested candidates should send an application letter, detailed CV and academic documents with a daytime telephone number to: contact@cbagroup.com addressed to:

Head of Human Resources,
Commercial Bank of Africa (U) Ltd,
Twed Towers, Plot 10 Kafu Road.
P.O. Box 74827 Kampala.

Deadline: 27th November 2017

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