Head of Operations

JOB TITLE: Head of Operations

JOB LOCATION: Surulere, Lagos

JOB DETAILS;

• The Head of Operations is a pivotal leadership role responsible for ensuring the smooth and efficient functioning of the bank's daily operations.
• This role oversees branch operations, transaction processing, service delivery, and operational risk management. Reporting directly to the Managing Director, the Head of Operations ensures that the bank's processes are optimized to enhance customer satisfaction, operational efficiency, regulatory compliance, and overall profitability.

Key Responsibilities
Operational Leadership:

• Oversee all day-to-day banking operations, including branch activities, transaction processing, and customer service.
• Ensure all operations comply with Central Bank of Nigeria (CBN) regulations and internal policies.
• Develop and implement operational strategies that align with the bank's objectives and growth plans.

Process Optimization:

• Continuously review, streamline, and improve operational workflows to enhance efficiency and reduce costs.
• Leverage technology to automate manual processes and improve service delivery.
• Monitor and manage operational performance metrics to ensure adherence to SLAs (Service Level Agreements).

Branch Operations Management:

• Provide oversight for branch operations, ensuring consistent service delivery and compliance with operational standards.
• Standardize processes across all branches to achieve operational uniformity.
• Conduct regular branch performance evaluations and audits to identify and address gaps.

Operational Risk Management:

• Identify, assess, and mitigate operational risks, ensuring that effective controls are in place.
• Oversee the resolution of operational issues, such as fraud cases or customer disputes, in a timely and efficient manner.
• Collaborate with the Head of Risk to develop and implement risk mitigation plans for operational risks.

Regulatory and Policy Compliance:

• Ensure strict adherence to all CBN guidelines, anti-money laundering (AML) policies, and Know Your Customer (KYC) procedures.
• Maintain up-to-date knowledge of regulatory changes, updating policies and practices accordingly.
• Coordinate internal and external audits to ensure operational compliance.

Team Leadership and Development:

• Lead and manage the operations team, fostering a culture of accountability, efficiency, and excellence.
• Develop and implement training programs to enhance the skills and knowledge of operations staff.
• Set clear performance goals for team members and regularly review their progress.

Customer Experience Enhancement:

• Monitor service delivery processes to ensure customer satisfaction and loyalty.
• Address operational bottlenecks that may negatively impact the customer experience.
• Collaborate with other departments to implement initiatives that improve service quality.

Reporting and Strategic Input:

• Prepare regular reports on operational performance, challenges, and achievements for the Managing Director and Board of Directors.
• Provide input into the bank's strategic plans and identify opportunities for operational improvement and cost savings.

Key Performance Indicators (KPIs)
Operational Efficiency:

• Reduction in average processing time for key banking transactions.
• Percentage of automated processes across the bank's operations.
• Achievement of service-level agreements (SLAs) for transaction processing and service delivery.

Branch Performance:

• Consistency in operational performance across branches.
• Reduction in operational errors and customer complaints at branch levels.
• Timeliness in resolving branch operational issues.

Compliance and Risk Management:

• Zero tolerance for regulatory breaches or non-compliance incidents.
• Timeliness in addressing audit findings and implementing corrective actions.
• Reduction in the number and severity of operational risk events.

Customer Satisfaction:

• Improvement in customer satisfaction scores related to service delivery.
• Reduction in customer complaints related to operational issues.
• Enhanced turnaround time for dispute resolution.

Team Productivity:

• Percentage of operations staff meeting or exceeding performance targets.
• Successful execution of training programs for operations staff.
• Improvement in team efficiency metrics (e.g., output per employee).

Qualifications and Requirements

• Bachelor's Degree in Business Administration, Finance, Banking, or related fields. A master's degree or professional certifications (e.g., CIBN, PMP) is an added advantage.
• 10 – 15 years of experience in banking operations, with at least 5 years in a leadership position.
• In-depth knowledge of banking operations, CBN regulations, and Nigerian financial systems.
• Proven ability to manage large teams and complex banking operations.
• Strong analytical, organizational, and decision-making skills.
• Proficiency in banking technology and core banking systems.
• Excellent communication and interpersonal skills.
• In-depth knowledge of risk management and compliance in financial operations.
• Strong business acumen and ability to drive market growth.

What We Offer

• Opportunity to contribute to a dynamic institution at the forefront of financial inclusion.
• Competitive salary and benefits package.
• Supportive and innovative work environment.

HOW TO APPLY
To apply for the ongoing Deloitte Job recruitment, visit the APPLICATION PORTAL to submit your application

Note: We are an equal opportunity employer. We celebrate diversity and are commit.