This role works closely with members of the management team, to ensure functions of the Bank are co-ordinated across various divisions to achieve superior operational standards. To oversee the end-to-end delivery of banking projects and operating plans, ensuring operational efficiency, a high-quality service and customer satisfaction, in line with the agreed Service Model and Framework.
Banking functions such as Operations, Technology, Exchange Control, Projects, and Administration & Procurement will be reporting into this role of Head Service Delivery. You shall be expected to develop and manage stakeholder relationships to support business strategies that promote service delivery across multiple channels and functions.
Other duties include
- Manage and measure continuous improvements and enhancements of service delivery by building Service Management competencies within department and managing relationships with all stakeholders to support the achievement of the business strategy, objectives and values through the relevant processes and governance frameworks.
- Develop structures, and instil processes and procedures to enhance service delivery.
- Propose improvements to the current business process and operations environment.
- Facilitate regular stakeholder engagements that enhance Services Delivery measurement through reporting, analytics and benchmarking.
- Working closely with the Group Functions including Shared Services set-up to optimise delivery of services to the Bank Strict adherence to CONTROL & COMPLIANCE framework, as required or mandated basis internal policies or regulators.
- Lead and manage service delivery projects, ensuring timely and successful implementation.
- Develop project plans, allocate resources, and monitor progress to ensure project objectives are met.
- Communicate project status and updates to stakeholders and senior management..
- Execute service objectives aligned to Cluster and business needs in accordance with cost, time and resources.
- Manage business changes effectively enabled through an Integrated Change Governance framework.
- Manage relationships with external vendor and selected suppliers efficiently.
- Oversee vendor and supplier approval process and ensure all departments comply with this.
- Manage vendor and supplier budgets budget maximisation and cost efficiency for the business.
- Ensure excellent quality of service and products from vendors and suppliers. Producing periodic reports and analysis of vendors and suppliers.
The candidate should hold a:
- Degree in Business Administration/Social Science/ Accounting or similar
- MBA or equivalent advanced degree an added advantage
- Negotiating skills
- Stakeholder Management skills
- Analytical & problem-solving skills
Knowledge, Expertise and Experience:
- 4 years + in a similar role.
- A good understanding of various functions in the bank, – Retail, Corporate, Operations & IT
- Broader understanding of world class service in other industries.
- Strong planning & organizing skills
- Ability to implement projects or programmes according to set objectives and timelines.
- Proven coaching and development skills.
- Excellent communication and presentation skills, both written and oral
- Excellent interpersonal and networking skills, with the ability to influence and guide strategy at senior level
- Supplier relationship management
- Working knowledge of operational risk management
- Awareness of best practice budgeting
- Commercial knowledge and skills covering procurement skills and market/supply chain management tools/techniques.