Empower Limited, Head of Consumer and Payment Operation

Head of Consumer and Payment Operation
Type: Full Time
Category: Accounting & Bookkeeping
Location: Dar-es-Salaam
Other Categories: Finance , IT & Network Administration
Job Level: Manager
Deadline: 09th January, 2019

Roles and Responsibilities
Business Management 20%
Outputs:

Coordinate the efforts of the different operational areas under management to ensure minimal duplication of efforts, maximum efficiency and to maximize value for moneyRebalance resources between different areas by reallocating headcount or budgets, but within overall approved resources for the yearAgree targets and take accountability for the overall achievement of performance objectives in the business area in terms of employee satisfaction, customer experience, cost performance, risk compliance and governance requirementsAgree and manage service offering and SLAs with internal customers (agree annually and measure on a monthly basis)Ensure performance target focused on improving speed, productivity and smooth flow of payment instructions from Branches to Head office as well as for account opening, account maintenance, loan processing, DAC registration/processing without compromising quality.Implement a process to improve productivity & TAT of staffs within Consumer operations as well as processing Payment sectionContribute to the development of business unit strategy for the next 2 – 3 years by providing a view on potential improvement for products or services and an assessment of the existing situation and anticipated changes in the external environmentEnsure that Operations are executed in line with legal and regulatory compliance requirements of the Bank of Tanzania and Group for both Consumer & payment operationsAgree Service Levels with internal customers and any third party suppliers/ service providers, and maintain end to end accountability for Service Management processes within all areas of Consumer & Payment OperationsAct as an escalation point for complex queries and assist in resolving problems with service levels, and initiate actions to overcome problems identified in meeting service levels.Ensure that the correct thresholds and alert mechanism are in place to improve Service and Risk managementDevelop a service culture throughout the function where the needs of thecustomer are at the centre of all activitiesEstablish regular reviews with business stakeholders to understand changes inbusiness needs and market are met by Operations and that processes are fitfor purpose and redesigned where necessary.Accountable for managing complaints in relation to Consumer & Payment Operations andengage Head of contact centre to own & communicate to the customer.Ensure that all critical systems and processes within Consumer & Payment Operationshave the highest standards of recovery within the Business Continuityframework and that they are regularly updated and tested for readiness.Ensure that all performance targets and service levels are integrated into theCOO MI scorecardTake personal accountability for managing key stakeholders in the business,and communicate feedback on performance of Operations to seniormanagement

System Management 15%
Outputs to deliver this accountability:

Ensure that all Payments and Voucher Processing Centre (VPC) staffs are trained on systems security, key functionality and standard reportingDesign reports for management information in order to support business decision makingOn annual basis, review the adequacy of equipment used in Fund transfer and create the business case for upgrades/ replacements when requiredSeek reports from the Service Delivery section which shows system performance and availability on monthly basis.

Manage personal career development 15%
Outputs to deliver this accountability:

Keep updated of all circulars, manuals and policiesMeet training objectives as set out in personal training and development planEnsure sufficient updating of procedural changes taking place in the companyProactively identify personal development areas and training needs.Possess competent knowledge of company products and services and keep updated changes

People Management 25%
Outputs to deliver this accountability:

Develop a high performing team by embeddingSMART PDs across Consumer & payment Operations, and thattheyreflect realistic measurable performance targets aligned to serviceInterview and recruit new members of the team, including determining appropriate compensation levels with input from Human Resources.Motivate and obtain approval from the Chief Operations Officer for any additional headcount for the team with evidence of data to support the request.Motivate team members and ensure that their efforts are recognized.Rotate staff within the department to build capacity andcreate an operational environment of multi-skilled employeesReview performance against targets on a monthly basis and initiatePerformance Improvement Plans for staffs who are failing to meet targets,ensuring that lack of improvement initiates the corresponding HR actionsParticipate in the creation and implementation of Employee Opinion Survey (EOS) actions for the team.Daily participation in the Buzz meetings of the Active Operations Management (AOM) so as to be aware of the work load for the TeamDrive the Loading and Variance meetings for the Consumer & Payments Team as per the AOM requirements so as to ensure that the KPI’s of the Team are monitored (i.e. productivity, utilization, Absenteeism, latency)Address poor performance of any team member through the formal Performance Accelerator program and ensure that continued poor performance is appropriately dealt with.Approve leave requests for team members and create leave plans to ensure adequate coverage. Also manage the time in and time out of all staffs.Resolve grievances raised by team members and escalate only if required.Determine and analyze development needs for the team and ensure that identified training requirements are budgeted for and executed.Manage a team of subordinates reporting to him/her to ensure effective delivery of tasks assigned.Establish and maintain a succession plan for the team.When required, initiate disciplinary processes for team members calling on support from Human Resources.Providing guidance in respect of work related issues with particular emphasis on developing staff knowledge on new systems and operating procedures.Provide clear direction to team members on the Management strategic plan and key focus areas and ensure their understanding and buy in

Managing controls in the department 25%
Outputs to deliver this accountability:

Establish and consistently enforce a sound system of internal controls to ensure safe guarding of resources, compliance to laws and regulations and reducing the possibility of human errors and irregularities in internal processes and systems.Ensure reconciliation of internal accounts is managed effectivelyEnsuring all staffs under your section have the mandate to do what they are doing, this will include paper mandate as well as system mandateEnsuring all fees are recovered as per tariff guideAs a first line of defence identify operational issues/risk related and provide recommendations and general advice for resolution.Review audit scopes defined by Internal Audit or Management Assurance prior audits commencingEnsure that operational risk exposure of loss resulting from inadequate or failed internal processes, people, systems and external events is minimizedEnsure compliance with Local Laws and Regulations as well as group policies
Educational Qualifications

A degree in Business Administration or any other related field5 years’ experience in Banking Operations and Digital Transformation, with at least 2 years at Managerial level

Experience Requirements

Leadership skillsTrack record on process automationExcellent Communication skills-verbal and written.Planning and organising skillsAnalytical and problem skillsNegotiation and presentation skillsComputer literacyFacilitation skillsCredit KnowledgeChange management skills
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