JOB DETAILSHEAD, OPERATIONS 1. JOB DETAILSTitleHead of OperationsLocationSurulere, LagosGrade levelSM4Reports toMD / CEO The role will oversee all activities in the Operations department.
You will maintain control of diverse business operations. It is also expected for you to have excellent people skills, business acumen and exemplary work ethics.
The goal of the HOP's position is to secure the functionality of business to drive extensive and sustainable growth.
KEY DUTIES & RESPONSIBILITIESDuties and Responsibilities Primary responsibility for this position is to manage the daily operations activities of the bank covering in particular Loan processing and disbursement, documentation, safekeeping, and ensuring the update and accuracy of transactions to the core banking application.
Responsible for managing a team of operations staff covering the branch operations, back office, customer service and tellering.
Ensure the operations team maintain comprehensive customer files filed in manner for safe and easy retrievalSupport the CEO and commercial department in business development as required including attending presentations and negotiations as required.
Coordinate operational business activities of the Branches in the bank i.e. Back and Front Office Operations, Customer Service etc.
with a view to improve efficiency and control standards across the bank.To supervise all operations activities of the Bank i.
suggestions on the best way forward to achieving required controls.Within a strictly regulated environment, adhere to all departmental policies, client requirements, and compliance guidelines.
Identify control deficiencies and implement appropriate procedures to mitigate any risk.Participate effectively in the Bank Projects geared to introducing new Products and Services and / or improving existing Products and Services by giving appropriate operational guidance on required checks, controls, Processes and procedures in line with Best Practice Banking.
Oversee and participate in the review, refinement and implementation of branch Returns for monitoring operations of branch and update the CEO as appropriate.
Lead the training and development of the operations team to develop skills that sustain the organization prior to end of deployment.
Lead employees to encourage maximum performance and dedication. Setting individual performance plans for direct reports, providing coaching and feedback through a formal review process.
Oversee the preparation and ensure the implementation of a plan for substantially improving customer service, ensuring strict adherence to standard turnaround time and customer service level agreement.
Oversee the cash management activities of the Bank in liaison with the CFO.Regularly monitor quality reports and eliminate client-impacting defects through coaching and process redesign.
Network / navigate within the organization in order to troubleshoot escalated issues and resolve.Be a key player in coordinating and managing all CBN operations related issues with the bank.
Write and submit reports to the CEO in all matters covering operations.Be an active member of the management team contributing to ensuring the successful achievement of the bank’s strategies and goals.
Perform other duties as required, consistent with the goals, objectives, and responsibilities of the bank. RequirementsProven experience as Head of Operations or relevant roleUnderstanding of business functions such as credit, sales, marketing, credit operations, HR, Finance, etc.
Demonstrable competency in credit operations, strategic planning and business development.Working knowledge of data analysis and performance / operation metricsWorking knowledge of IT / Business infrastructure and MS OfficeOutstanding organizational and leadership abilitiesExcellent interpersonal and public speaking skills.
Aptitude in decision-making and problem solving. 4. RELATIONSHIPS RelationshipExternal / internalDirectors and Board membersSenior Management staffSuppliers & VendorsRegulators (CBN, NDIC etc.
MSc / MBA is a plusRelevant Masters and Professional qualification is an added advantage.Minimum of 12years' of strong operational experiencePrevious experience in the financial services sector preferably in a commercial or microfinance bank.
KNOWLEDGE / SKILLSProficient in Microsoft Office (Outlook, Word, Excel, and Power Point), Adobe Acrobat, and Social Media web platforms.
Strong organizational and multitasking skillsStrong interpersonal skills and the ability to build relationships with stakeholders, including staff, board members, external partners, and clientsExcellent written and verbal communication skillsStrong problem-solving and decision-making capabilityPossess personal qualities of integrity, credibility, and commitment to corporate mission.