Job Title:                   Head of Technology & Services - Senegal

Industry:                    Banking & Financial Services

Location:                    Senegal

Salary:                        Competitive Salary Package + Benefits

Job Summary:

• The Head, Technology and Services develops, manages and co-ordinates country technology and services function. The HTS Services reporting to the Group Head, Technology & Services – Subsidiaries develops and implements country technology and services strategy, short term plans and objectives in line with the overall business plans by the function chain, the country office and the group office.
• The HTS provides leadership oversight for country technology and services function, and develops talent needed to support business growth.

Key Responsibilities:

Strategic Planning & Execution

• Develop and implement technology and services strategies in line with relevant country and group strategies
• Lead and deliver technology and services initiatives/projects
• Plan and direct all country technology and services activities
• Oversee implementation of regulatory directives relating to technology and services
• Implement effective technology and services financial planning and control
• Establish, maintain and enhance communication with all business areas to ensure achievement of business objectives

Branch Operations

• Oversee country branch and customer services activities
• Run a world class operations environment; ensuring excellent service delivery and expectations are met consistently
• Ensure timely and accurate processing of customer transactions and requests (cash, payments, funds transfer, account opening, account maintenance etc.)
• Ensure prompt resolution of all customer complaints
• Ensure all branch operations processes are executed in compliance with SLA, quality standards, policies, and regulations
• Continuously monitor and report on SLAs and issues
• Ensure daily GL reviews are completed and all accounts are balanced
• Ensure vault cash position is balanced
• Ensure timely cash movements and adherence to branch cash limit policy
• Ensure all health and safety standards are maintained in all branches
• Ensure proper records of products and transactions are maintained
• Ensure prompt closure of branch operations open audit exceptions, reconciliation items and operational issues

Head Office Operations

• Oversee country head office operations activities
• Run a world class head office operations environment; ensuring excellent service delivery and expectations are met consistently
• Ensure timely and accurate processing of transactions (trade, inward and outward foreign transfers, treasury etc.)
• Ensure timely resolution of customer complaints
• Ensure all head office operations processes are executed in compliance with SLA, quality standards, policies, and regulations
• Continuously monitor and report on SLAs and issues
• Ensure clearing of instruments is at no loss to the bank
• Ensure relevant and adequate controls are in place to mitigate against fraud, errors, losses and processing risks
• Ensure proper records of products and transactions are maintained
• Ensure daily GL reviews are completed and all accounts are balanced
• Provide daily report on cash position for planning and critical decision making
• Liaise with other banks and regulators to resolve knotty customers’ and/or industry issues
• Ensure prompt closure of head office operations open audit exceptions, reconciliation items and operational issues
• Establish and manage relationship with vendors (e.g. CIT)

E-Business Operations

• Oversee country e-Business operations activities
• Run a world class operations environment; ensuring excellent service delivery and expectations are met consistently
• Ensure timely resolution of customer complaints
• Ensure timely feedback to customer request and enquires
• Ensure all e-Business operations processes are executed in compliance with quality standards, policies, and regulations
• Continuously monitor and report on SLAs
• Ensure timely and accurate settlement of e-transactions on all channels
• Ensure timely and accurate remittance of collections on the bank’s e-payment platforms to the various billers in line with agreed SLAs
• Ensure proper records of products and transactions are maintained
• Ensure all accounts are balanced
• Ensure timely resolution of e-transactions issues with the switches, third party processors and other banks
• Ensure prompt closure of e-products operations open audit exceptions, reconciliation items and operational issues

Governance & Control

• Oversee country governance & control activities
• Coordinate and lead operational risk management activities for country technology and services function
• Ensure effective controls are in place for first line of defense against operational risks
• Ensure enhancement and maintenance of internal controls to reduce/control risks and to improve standards
• Ensure appropriate and timely escalation of operational risks/issues
• Provide insightful risks/issues reporting to country management and group office
• Continuously review and improve technology and services processes
• Recommend operations process to support new business initiatives and co-ordinate implementation with relevant stakeholder
• Ensure daily reconciliation of accounts and appropriate escalation of open items
• Develop and implement record and information management framework, standards, policies and procedures
• Coordinate enforcement of all records/document management policies including document retention schedules, clean-desk, reorganization etc.
• Oversee management of corporate archives and document/record filing centers
• Ensure country technology platforms and systems are secure and protected against cyber threats
• Ensure availability of data and information required for business decisions and performance reviews
• Ensure prompt rendition of all statutory and management reports

Information Technology

• Oversee country information technology function
• Coordinate the design and customization of country technological systems and platforms to improve customer experience
• Plan implementation of new systems/solutions and work with the business to implement new services based on trends, internal demand (e.g. business plans) and external demand (e.g. regulatory requirements)
• Monitor changes or advancements in technology and services practices to discover ways assigned subsidiary can gain competitive advantage
• Approve purchase of technological equipment and software and establish effective partnerships with country service providers and vendors
• Work with relevant stakeholders to coordinate change impact assessment and prioritize changes to the operations environment
• Ensure the availability of IT services for end-user consumption and manage communication on major service outages/ escalations/ changes/ upgrades to stakeholders
• Direct the activities related to installation, maintenance and decommissioning of end user computing assets (PCs, printers, etc.)
• Ensure optimal performance of country technology infrastructure and systems
• Ensure adequate support for network and end user systems
• Monitor reports and statistics to identify trends and implement corrective action where applicable
• Ensure prompt closure of IT open audit exceptions and operational issues

Country Security Advisory

• Oversee country security advisory activities
• Coordinate implementation of security and safety policy and ensure compliance with security and safety standards across the bank (head office and branches)
• Supervises all fire incidents investigation activities with relevant agencies
• Ensure all criminal related cases are logically concluded and supervises all investigation activities with security operatives such as the police, the Military etc.
• Ensure conducive and safe work/service environment for staff and customers

Leadership

• Lead a team of technology and services managers and officers to manage country technology and services activities and ensures quality service delivery to internal and external customers
• Manage human, processing and systems resources to maximize service quality and quantity while reducing costs
• Serve as a member of Country Management Committee (MANCO) and Technology and Services Directorate Management Committee at the Group Office.
• Serve as a member of country Business Risks and Compliance Committee (BRCC) and country Asset & Liability Committee (ALCO)
• Serve as a member of relevant committees (country office, group office, industry, regulatory bodies, professional bodies, technical bodies etc.)

People Management

• Develop talents and people resources in technology and services function needed for business growth
• Ensure adequate staffing of technology and services teams
• Facilitate and manage (in consultation with HCMD) people in technology and services function Drive and engender a strong performance culture
• Oversee performance management for technology and services staff
• Manage the short and long term career and development of all country technology and services staff

Key Performance Indicators

Service

• Process turnaround time
• Customer satisfaction index
• Number of SLA slippages
• Percentage of services covered by SLAs
• Delivery of projects on time, to specifications

Risks

• Fraud loses
• Operational losses
• Percentage of overdue incidents and problems
• Regulatory infractions/sanctions due to failure in IT and/or operations
• Audit findings
• Repeat audit findings

People

• Employee engagement
• Number of technology and services employees trained in the current year
• Percentage of technology & services personnel certified in the identified capability area Timeliness of Subordinate reviews and mentoring
• Effectiveness of Subordinate reviews and mentoring

Costs

• Budget vs actual
• Percentage budget implementation/utilization

Job Requirements:

Education

• Minimum of a first degree or its equivalent in a business /IT related discipline
• Masters, MBA or a recognized professional qualification will be an added advantage

Experience

• Minimum of 15 years’ experience in banking technology and services function
• 7+ years in banking with 4+ years in a management role

Key Competences Requirements

Knowledge

Technical and Industry Skills/Capability

• In-depth knowledge and experience of banking operations products, processes and regulations Working knowledge and understanding of the Banking Industry
• In-depth knowledge of project planning, project management frameworks and standards
• Strong experience in managing relationships between IT/Operations and the business

Leadership & Management Skills

• Team building / conflict management
• Sound administrative and managerial ability
• Strong people management & development skills
• Ability to work effectively with other business executives
• Creative, results-oriented and analytical with strong problem-solving capability

Strategy & Financial Management Skills

• Sound strategic planning and management skills
• Sound financial planning & strategy execution skills

Risk Management Skills

Good knowledge and understanding of operational risk management

Skill/Competencies

• IT Management
• Business Process Improvement
• Project Management
• Business Risk Management
• Change Implementation Planning and Management
• Stakeholder Relationship Management
• Capacity Management
• Service Level management