Head, Operations

  • Nom de l'entrprise Importante entreprise
  • Secteur d'activité Banque, Assurance, Finance
  • Lieu de travail Abidjan, Côte d'ivoire
  • Date d'expiration 07 Janvier 2018
  • Nombre de postes 01 poste ouvert
  • Niveau de poste Confirmé / Expérimenté
  • Niveau d'étude (diplome) Master 2, Ingéniorat, Bac + 5 | Magistère Bac + 7| Doctorat
  • Type de contrat CDI
Postuler
Importante entreprise

  • Importante entreprise
  • Abidjan, Côte d'ivoire
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Missions du poste: 

Provide leadership and manage the Retail & Global Banking Operations in country; and at Global Business Services:

  • Align the Retail & Global Banking Operations agenda to the local business strategy, global standards and the technology roadmap.
  • Governance and Management of the day to day operations of the country and the cross border Global Business Services (GBS) to align to the business strategy and priorities, monitoring action plans, service management, people development and improving operational risk.
  • Ensure that the respective operations teams are optimized in terms of people, process, platform, product and place. This will include service, risk, efficiencies, cost, control, capability and capacity planning.
  • Driving end-to-end delivery of GBS and country Operations in line with established service standards as well as govern overall Change Management process towards Project Management/ Implementation in country along our digital technology, efficiency and client experience.
  • Driving cost and processing efficiency in the delivery of GBS, Retail and Wealth management Operations Services.
  • Ensuring compliance with all Group and Country policies, Code of Conduct and consistency in execution, and to ensure that statutory regulations and laws as a corporate body are met and satisfied.
  • Ensure day to day operating compliance with all relevant local and global regulatory requirements and industry best practices.
  • Management of entire Banking Operations risk profiles effectively, including identification, communication and remediation of risks to the relevant forums.
  • Support the Management Forums (Client, Geography, Product, Infrastructure, etc) through active participation, or proactive feedback escalation of local (client/industry/regulatory) requirements and needs.

Key Roles and Responsibilities

  • Understand, help implement and ensure compliance with country and global Regulatory requirements.
  • Identify and repair strategic service delivery issues relating to technology, process, human resource and service quality.
  • Identify and migrate best practice across the region and facilitate dealings with support and sales functions and other businesses to promote “One Bank & Process Efficiency”.
  • Work closely with business leaders to ensure that the services delivered by various operational platforms are of top quality and that customer's needs are being attended to according to our service level agreements.
  • Ensure that key business practices and service delivery processes are conducted in compliance with Group and country regulatory guidelines and risks are identified and managed.
  • Ensure any non standard processes are risk assessed and approved through the appropriate forum before delivery.
  • Focus on critical regulatory changes from SCB main global regulatory bodies (ESMA, PRA, FCA,FCC etc).
  • Ensure implementation of Standard Operating Models.
  • Proactively work with the respective heads of the other countries across the extended region in identifying key and potential staff and ensuring that cross functional career development opportunities are available to staff with potential.
  • Ensure effective management of budgets.
  • Lead regular (monthly or more frequent) Service Review Meetings (“SRMs”) with GBS Operations counterparts. This is imperative to demonstrate country's continued focus on end to risk and service management not only within the country but between the country and GBS for outsourced services.
  • Fair Accountability – no audit fails; full remediation/root cause analysis and execution on failed audits & ops losses.
  • Participates in Country and / or Group meetings to help structure agenda and review/ attain/ improve/ benchmark service standards, e-initiation & compare pan-industry.
  • Develop and embed a high performance culture; develop talent to ensure a high quality succession pipeline; drive improvement in people engagement; and ensure the team is resourced and trained sufficiently. 

Conduct

  • Provide leadership in country teams to comply with the highest standards of regulatory and business conduct and practices as defined by internal and external requirements.
  • Understand and ensure compliance with, in letter and spirit, all applicable laws, regulations and guidelines including those governing securities activities, company law, anti-money laundering, terrorist financing and sanctions; the Group's policies and procedures; and the Group Code of Conduct.
  • Take personal responsibility for understanding the risk and compliance requirements of the role. Effectively and collaboratively identify, escalate, mitigate and resolve risk and compliance matters.
  • Embed the Group's Values and Group Code of Conduct to ensure adherence with the highest standards of ethics. Comply with relevant policies, processes and regulations, as part of the culture. Lead by example by displaying exemplary conduct behaviours and take personal responsibility for:
  • the conduct of individuals in [country/business unit/function/team] ensuring behaviours set out in the Group Code of Conduct are followed.
  • [business/country/function] achieving the outcomes set out in the Conduct Principals and Pillars.
  • both direct and indirect/dotted line managers are individually accountable to proactively communicate, collaborate and agree on the conduct ratings of employees.
  • Local regulatory prescribed responsibilities.

Sustainability Agenda 

  • Demonstrate the Bank's promise to be Here for Good and drive team engagement through ITO-led Corporate Social Responsibilities (“CSR”) and Diversity and Inclusion (“D&I”) activities organised in the country/region.

Key Stakeholders

  • Internal
  • Country Business Heads
  • Country Head, Legal and Compliance
  • Group/Country Head, Internal Audit
  • Country Business, Products and Segment Heads
  • Country Head Customer Experience
  • Country Head Client Relations
  • Country Head Client Acquisition
  • Country Head Client Experience & Process Governance
  • Country Head of Risk and Controls
  • Country Head of Technology Management
  • Country Programme and Change Management
  • Country ITO Finance Partner/Manager
  • Country Supply Chain Management
  • Group Functions counterparts
  • Functional Heads , Global Business Services
  • External
  • Auditors
  • Regulators and other government departments/officials
  • Industry partners, Banking Associations, etc
  • Clients/Customers
  • SCB outsourced vendors and Technology suppliers.

Qualifications And Skills (Key Behaviours and Performance Indicators) 

  • Deliver on strategic goals – targets as set out in current year Job Objectives
  • Operate within cost budget
  • Improved performance metrics (eg, Cost income ratio, Revenue per staff cost, SLA's)
  • Engaged staff and reduced levels of attrition
  • Delighted customers (eg Client Experience surveys)
  • Live the Corporate Values and Code of Conduct
  • Embed Fair Accountability process.


Profil recherché : 

  • Good level of understanding of operations and technology
  • Results driven with strategic qualities
  • Ability to engage and motivate performance in others
  • High degree of responsibility and integrity
  • Strong business management skills (entrepreneurship), with demonstrable track record in a dynamic environment
  • Knowledge of quality tools, procurement, and logistics planning
  • Tertiary education
  • Relevant managerial experience
  • Excellent communication capability
  • Ability to work within a country and global multi-function, multi-discipline team environment with strong influencing and stakeholder management skills
  • Change agent
  • Nom de l'entrprise Importante entreprise
  • Secteur d'activité Banque, Assurance, Finance
  • Lieu de travail Abidjan, Côte d'ivoire
  • Date d'expiration 07 Janvier 2018
  • Nombre de postes 01 poste ouvert
  • Niveau de poste Confirmé / Expérimenté
  • Niveau d'étude (diplome) Master 2, Ingéniorat, Bac + 5 | Magistère Bac + 7| Doctorat
  • Type de contrat CDI
Postuler
Importante entreprise

  • Importante entreprise
  • Abidjan, Côte d'ivoire
Voir toutes les offres de l'entreprise

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