Head of Group Operations Automation & Optimization

The role of Head of Group Operations Automation & Optimization is responsible for the development, implementation and oversight of Group Operations strategies in relation to automation & optimization of critical business & operational processes, to enable implementation of a standardized Operations model, reduction of risk and potential for fraud, across the Letshego Group [All Countries of Operation, Group Shared Service & Group Technology & Operations]. 
The role is also responsible for leading operational teams across Letshego to identify customer focused process improvement and automation efficiencies whilst maintaining a strong control culture and ensure operational risk is effectively managed.
To achieve this the incumbent must lead and drive policy implementation, standardization of Operational Procedures and Internal Control management in line with industry and regulatory standards to achieve “Best Practices” and efficiencies. Key controls include ensuring operational controls are built into the designs of all Digitised Solutions and standardization of Core System Access Management capabilities in line with industry and regulatory standards and requirements. 
Line management of direct reports (permanent or temporary) and provide guidance and direction to dotted line in Country COO / Head of Operations to ensure support & alignment of critical business initiatives and or automation of strategic business capabilities. 

1.Drive a culture of process improvement that results in enhancement of core capabilities that deliver customer centric processes and procedures, improve efficiency, productivity, reducing cost to serve, cycle times and ensure operational risk is effectively managed
2.Identify Manual Operational Processes and develop automated / digitised solutions to address these, with the intent to improve risk, efficiency and controls 
3.Where Operational Processes interface into or are dependent on 3rd Party systems or processes, perform risk assessment on these, and if the risk levels are considered unacceptable, develop internal controls through Digitisation or manual Operational processes to mitigate the residual risks to acceptable levels
4.Define core systems access policies including the design of User roles and the automation of User provisioning capability to manage and mitigate risk of internal & external fraud 
5.Develop and drive measurements of operational effectiveness for operational initiatives and operations management including productivity, process efficiency, cost control, turnaround times, cost to serve, cost / benefit and capacity management 
6.Take ownership of core banking system capabilities to support core business streams of Consumer / Financial Inclusion / Micro Finance Operations including Central Operations, Branches and Customer Service / Contact Centres 
7.Serve as the organization’s operational consultant on key operational services, controls, business process and regulatory frameworks associated to Operations functions particularly in relation to investments made by the Group.
8.Drive the development and implementation of centralization / decentralization strategies, for Group operations
9.Provide guidance on the Group Operations and Technology Committee, to drive standardization, enhance business and system capabilities that improve customer service delivery, increase business potential and reduce operational risks.
10.Partner with operations, business and technology teams and vendors in developing core business strategies and group capabilities 
11.Develop key working relationships at Group Function and Country Head level including direct engagement with internal and external audit teams on risk and control issues, providing management response, follow up, correction and reporting
12.Drive the Systematic development of Digitised Processes to reduce costs, improve efficiency and improve Customer Service.
13.Drive the Operational development of Automation of Manual processes to reduce Human error
People Management:
1.Provide mentoring and leadership to subordinates, Country Operation Leads, and serve as a role model for the Group 
2.Promote leadership, teamwork and collaboration to ensure teams and individuals reach their potential to deliver superior results across the Group 
3.Demonstrate strong performance management, through direct engagement providing feedback and guiding staff with career development and aspirations 
Project execution:
1.Lead Operational requirements to ensure that Project / Continuous Improvement initiatives are completed within agreed timelines and budget.
2.Align with Group & Vendor Project Managers and staff to ensure that resource planning, prioritisation of activities and commitments to project delivery are aligned and subordinates understand their roles and accountability 
3.Provide guidance to Business Analysts in all business and operational project related tasks.
4.Establishes a strong working relationship with Business Leads, Project Managers, project team members and Vendors to ensure successful delivery of project objectives 
Risk, Governance & Compliance:
1.Adheres to strict governance policy and procedures when executing job responsibilities and accountabilities including Group and or Country AML & KYC requirements are met, Internal Control Frameworks, Access Control and implemented to ensure appropriate segregation of duties and or where agreed mitigating controls are in place.
2.Understands and comply with all Operations policy and procedures and ensure that these adhere to the highest level of controls.
3.Address control weaknesses and/or audit queries promptly and close all items before the designated closure date.
4.Set and monitor access standards and rights to drive segregation and or risk based control and ensure access is reviewed and updated in accordance with standard policy.
5.Create Operations Policies and procedures that are aligned to; Group policies and procedures, Business policies and procedures, and Regional and Country Regulatory requirements as applicable.

1.Ability to develop strong working relations with all executive management (and other levels) for a smooth running of the business but at the same time must demonstrate the authority and courage to challenge the status quo when necessary.
2.Strong risk and control management skills, with an ability to analyze and develop customer centric policy, process and procedure 
3.Ability to analyse and monitor the various operational “risks” that the business faces. 
4.Ability to identify business improvement opportunities and or devise new / innovative solutions to issues that arise using unique and practical solutions.
5.Ability to devise strategies to avoid repeat mistakes.
6.Ability to use Digitised technology to automate manual processes
7.Ability to understand current investments in Technology and how these can be leveraged to improve operational risks, efficiency in operations, and reducing human error through manual input of data

Knowledge and Experience Required of the role:
1.Bachelor’s or Masters degree from an appropriately accredited institution; or an equivalent combination of education and experience.
2.At least 10+ years of Banking / Microfinance Operations experience of which at least 5 – 10 years have been in a leadership role that have multitude of business and technical demands 
3.Preferred leadership experience in the Banking Sector with strong technical understanding of Core Banking, Channels / Digital applications with a high level of expertise in governance and regulatory standards across diverse markets and geographies 
4.Understanding of project management methodologies / tools and software development lifecycles 
5.Leadership experience in managing large cross-functional technical teams and the flexibility to influence people at a variety of levels both internally and externally to the Group. 
6.Strong in depth knowledge of the Financial Service Industry operations and its products
7.Must Demonstrated the ability to conceptualize, launch and deliver multiple concurrent initiatives on time and within budget 
8.Excellent written and verbal communication skills 
9.Updated knowledge of business and technology trends 
10.Strong interpersonal / relationship management skills 
11.Results-orientated, driven to realise business objectives 
12.Proven team player with the ability to work in a fast-paced environment, approachable, receptive to ideas/feedback from others. 
13.Assertive – able to handle and mediate in conflict, stand by principles and put forward ideas despite opposition