KEY TASKS AND RESPONSIBILITIES

• The job holder will provide strategic oversight and governance for shared services functions, including central clearing, account opening, treasury back-office operations, and cash management.
• Operational Excellence & Technology:
• Operational Oversight: Oversee all operational aspects, including centralized payments processing, settlements, reconciliations, transactions monitoring, security operations center, cash management, and digital banking operations. Drive continuous process improvements to enhance efficiency and reduce costs.
• Technology Integration: Champion the adoption of new technologies and systems to automate operational processes. Lead the implementation of digital transformation projects to improve service delivery and overall efficiency.
• Risk Management, Data Governance & Compliance:
• Risk Mitigation: Work with risk and compliance teams to identify, assess, and mitigate operational risks across the bank.
• Regulatory Adherence: Ensure strict organizational compliance with all internal policies and external regulations, including those from the Central Bank of Kenya (CBK), Anti-Money Laundering (AML), and Counter-Financing of Terrorism (CFT) guidelines.
• Business Continuity: Oversee the development and testing of Business Continuity Plans (BCPs) to ensure the resilience of the bank.
• Data Management: Provide strategic leadership for data governance across the bank, ensuring data integrity, quality, and accessibility while complying to internal policies and external regulations
• Service Culture & Support:
• Internal Support: Champion a culture of service excellence by providing strategic guidance and timely support to internal stakeholders, resolving operational inquiries and enhancing inter-departmental workflows.
• Channel Enablement: Provide strategic and operational support for the utilization of alternative banking channels, such as agency banking and third-party partnerships, to enhance customer convenience.
• Leadership & Stakeholder Management:
• Strategic Direction: Provide strategic direction for the Shared Services department, aligning its goals with the bank’s long-term business strategy.
• Stakeholder Relations: Cultivate strong relationships with key internal and external stakeholders, including regulators, vendors, and business unit leaders.
• Talent Management: Lead talent development, performance management, and succession planning to build a high-performing team within the Shared Services Unit.
• Financial Stewardship: Oversee departmental budgeting and financial planning to ensure prudent cost management and resource allocation.
• Any other duty provided by line manager. 

Key Measurable Goals

• Achieve an audit pass rate of over 80%.
• Maintain zero penalties from the Central Bank of Kenya (CBK).
• Minimize operational losses and fraud incidents.
• Ensure all processes are cost-efficient & manual processes are automated on time and on budget delivery of projects
• Contribute to the growth of the bank’s asset and liability books.
• Improve the overall cost-to-income ratio. Maintain a high level of integrity and ethical standards.
• Foster a professional work environment focused on superior individual & performance

SKILLS AND COMPETENCIES

• Strong leadership and decision-making abilities.
• Excellent analytical and problem-solving skills.
• Effective communication and interpersonal skills.
• In-depth knowledge of banking regulations, risk management, and compliance.
• Ability to manage change and drive innovation in a dynamic environment.

KNOWLEDGE & EXPERIENCE

• 10+ years of progressive leadership experience in banking or financial services.
• Proven track record in operations, strategy execution, and managing cross-functional teams.
• Experience with digital banking, fintech integration, or technology-driven transformation is a plus.

QUALIFICATIONS

• Bachelor’s degree in business administration, Finance, or a related field.
• An MBA or equivalent advanced degree is preferred.
• Lean Six Sigma Black Belt Certification
• Project Management Certification (PMP).