Operations Support Manager

Description

• To provide tactical direction and execution of Points of Presence Operations activities to ensure a best in-class stakeholder experience

Duties

• Manage the daily operations and execution of tasks
• Maintain a high sense of urgency to resolve any operational issues by coordinating with the appropriate internal and external partners
• Manage the relationship with internal business partners and vendors to ensure delivery of the operational strategy
• Manage process reviews and process optimization to drive delightful customer experience
• Coordinate & monitor Record Keeping in branch and center
• Coordinate Branch Asset Registers with regards to branch, Infrastructure, and policies
• Review delegation of authority application in Points of Presence
• Manage Forex Transaction guidelines and training
• Coordinate, manage and monitor Customer Due Diligence
• Coordinate training on compliance and ensure that staff are equipped to do quality onboarding
• Manage Service Level Agreement with key stakeholders on Day 2 functions
• Ensure execution of agreed corrective action plan on Audit and Risk reports
• Implement Branch Network dipstick on Audit and Risk findings
• Drive cash and service migration to more affordable and accessible channels
• Complete and update Customer Information, manage Data and ensure compliance with regulations and data quality
• Assist with the Internal Fraud & Incident Investigations
• Improve business decisions by providing accurate and reliable business intelligence (information) together with analyzing trends and data
• Ensure relevant data is updated and correct for effective reporting and analytics such as Bank of Namibia reporting, branch data on leases, square meters, and branch operating models
• Provide input into the budget and manage and report on budget usage that reflects delivery of planned work within agreed parameters
• Deliver internal and external customer service excellence through adherence to quality service standards
• Ensure compliance with relevant statutory, legislative, policy and governance requirements in area of accountability
• Ensure implementation of relevant policies, governance, and practice standards across the business
• Implement and provide input into the development of governance and compliance procedures and processes within area of specialization and identify risks

Requisites

• Minimum Requirement:
• Degree in Business Management or related
• Experience:
• Up to 5 years’ experience in a similar environment with at least 2-years on Junior Management level
• Competencies:
• Drive and Result Orientated
• Operational Risk Management
• Judgement and Decision Making
• Problem solving
• Solutions Thinking
• Conflict Management
• Sound verbal and written communication skills
• Excellent programme management execution

Notes

• Only shortlisted applicants will be contacted