Head of Business Banking Service Operations and Sanity

Absa Group; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

A leading financial institution seeks a strong leader for its back-office Operations team to enhance client experience in Premier and Business Banking. The role involves developing operational strategies, setting performance targets, and ensuring compliance with regulatory requirements. Candidates are expected to hold a Bachelor's Degree in Business or related fields.

Responsibilities

• Lead the back-office team to ensure streamlined solutions that enhance client experience.
• Develop and implement operations strategy for Corporate Service.
• Set targets and ensure accountability for performance objectives.

Education

Bachelor's Degree in Business, Commerce, or Management Studies

Job description

Empowering Africa’s tomorrow, together…one story at a time.

With over 100 years of rich history and a strong position as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future, and shape our destiny as a proudly African group.

My Career Development Portal: Wherever you are in your career, we are here for you. Design your future. Discover leading-edge guidance, tools, and support to unlock your potential. You are Absa. You are possibility.

Job Summary

Lead the back-office team of Operations for Premier and Business Banking to ensure streamlined solutions that enhance client experience. Deliver highly efficient service and support functions to ensure a smooth client experience, perform fit-for-processing checks within the agreed Service Level Agreement (SLA), and ensure compliance with all regulatory requirements and a robust control environment.

Job Description

Accountability: Client Centricity

• Develop and own the implementation of the operations strategy for Corporate Service.
• Prescribe and coordinate the implementation of simple and consistent service experience enhancements.
• Understand the capabilities and deliverables for each area, agree on them with Function heads, and influence delivery, measure progress, and outcomes.
• Implement Agile philosophy within your teams, adhering to approved controls.
• Own decisions and design of all change initiatives to enhance area performance and client service.
• Translate the operations strategy into a comprehensive plan and influence its execution by mobilizing teams and relevant business partners.
• Ensure aligned and appropriate implementation of objectives with direct reports and across all levels relating to business objectives.
• Establish key measurements to monitor progress and impact of key accountabilities as outlined in the role profile.

Accountability: Distribution

• Develop and agree on clear SLAs with the front line, middle office, and Relationship Manager teams.
• Develop and implement an effective measurement framework and tools to track and monitor performance.
• Ensure measurement tools are published and distributed to all key stakeholders as required.

Accountability: Business Management

• Plan resource requirements for the business unit (e.g., people, capex/opex, systems, and strategy), negotiate and secure allocation, and ensure delivery based on promised results.
• Translate strategy into operational targets and strategic focus areas, ensuring dissemination at all levels.
• Set targets and take accountability for overall achievement of performance objectives in employee satisfaction, customer experience, and cost performance.

Education

Bachelor's Degree and Professional Qualifications in Business, Commerce, or Management Studies (Required)