The Ugandan Jobline

• Accountable to evaluate, design, build,
  implement and maintain best in class bank  
  processes that enhance the customer experience leading to
  achievement of our   desired
  customer experience, in partnership with RoA centre.
• Identify opportunities to harness technology
  to deliver increased traffic to the alternate   banking channels and reduce foot
  traffic to the banking halls.
• Leads centres of expertise, designs and
  documents customer and operational  
  workflow; and supporting end-to-end processes that are synergistic
  and   operate in an integrated
  fashion, based on a comprehensive understanding of   the work and work requirements in order
  to optimize the PBB product workflow. 
  
• Assess operational effectiveness requirements
  across all distribution channels,  
  directing the identification of change requirements and the design
  and   development of improved
  processes and procedures to support the desired   customer and employee experience across
  channels, support operational  
  stability and integrity and meet all audit requirements.
• Assess existing process tools against
  changing business needs; in order to identify   gaps and act as the business approval
  point for day-to-day process issues and  
  clarify operating model and accountabilities with business heads.
• Drive the fundamental   reengineering of our processes and
  business value chain
• The incumbent will support the development,
  documentation and monitor the project  
  plans in the digital banking segment. The incumbent will drive the
  change   management process in the
  department
• Analyses needs and  challenges of diverse sales, service and
  operational groups to ensure that   focus
  is targeted on those activities that drive the most fundamental
  change   and that align to key
  strategic and tactical changes led by other business   units.
• Engage impacted   stakeholders and direct the development
  of decision-making protocols and design principles to ensure goals of
  multiple stakeholders are satisfied for  
  processes which cross functional business units.
• Acts as a subject-matter   expert regarding product, customer and
  operational workflow/process strategies to business units.
• Act as member of PMO leadership team and
  support continuous improvement of  
  execution processes

• Creates innovative capabilities that bridge
  mobile, social, email and web in order to provide appropriate solutions and
  services that are driven by consumer insight.
• Identifies potential opportunities for the
  bank’s digital channels.
• Anticipates and responds appropriately to new
  demands, priorities, challenges, or obstacles that impact digital
  channels.
• Defines key business challenges and models
  digital, and electronic, solutions.
• Leads design thinking and ensures success of
  product innovation and digital initiatives based on a customer-centric
  approach to design (from concept to actual working   application for both staff and external
  customers).
• Design, develop and implement a change
  management strategy and framework for digital banking
• Accountable to develop strategies to
  holistically simplify work activities across branch distribution, defining
  and designing standardized processes by product, channel and by   touch point. Provide overall strategic
  direction and leadership regarding Strategic   business transformations in Digital
  Banking
• Ensures user-centric design approaches are
  adopted throughout the organisation to ensure customer led design is
  evident and becomes part of the organisation’s DNA. (This refers to
  broader than digital; it is enterprise adoption of customer-centric   design as opposed to applying it to
  digital channels only.)
• Oversees the digital ecosystem and initiatives
  to ensure efficient and effective planning, design and build of digital
  platforms and assets.
• Drives the collaboration with
  cross-functional teams to plan, design and build   successful digital solutions

• Provides leadership and sets appropriate
  context and establish prescribed limits for direct   reports
• Lead the establishment of a two-way working
  relationship with direct reports and other   matrix reports to solicit their views
  on the working environment, potential  
  changes affecting their work, continuous improvement opportunities,
  and   revisions to the plan.
• Responsible for establishing and optimizing
  team integration by articulating the linkages   between the accountabilities and
  authorities of different roles across the business.
• Accountable for   ensuring the effective implementation
  of Bank initiatives and programs  
  through the establishment of appropriate context and setting of
  direction for   direct reports and
  matrix reports by providing relevant information,   establishing goals, and setting limits
  with the context and prescribed limits  
  of the business head.
• Responsible for inspiring, motivating,
  leading and managing the team.
• Responsible for the   recruitment, development and retention
  of relevant skills in order to meet  
  the business needs.
• Ensures the effective selection of staff by
  matching the skills and competencies to the   requirements of the job.
• Ensures skills assessments and
  competency-based training takes place as and when required.
• Builds organisational capabilities through
  evaluating likely future requirements and ensuring that  individuals are provided with the best
  possible development opportunities in  
  line with these.
• Creates an environment in which learning and
  development are emphasised and valued.
• Takes personal responsibility for coaching
  and mentoring others.
• Promotes a culture where the values of the
  Bank are seen to be ‘alive’
• Ensures the implementation of the leadership
  promise and employee engagement programme.
• Develops and maintains an open communication
  channel with direct reports and supports  
  staff to foster greater co-operation and teamwork.
• Monitors and manages the performance and
  development of staff within the area. This includes regular one-on-one
  feedback sessions, conducting mid-year and final   performance appraisals, as well as the
  moderation and relative distribution  
  of all appraisals for the team.
• Ensures staff are appropriately and
  consistently rewarded and recognised for their achievements and outputs.
• Ensures that disciplinary action and
  grievances are addressed and aligned to the Standard   Bank policies and procedures.

• Document and maintain process documents up to
  date by incorporating methods, techniques, notations, standards and best practices
  derived from the business process  
  architecture team
• Act as a process subject matter expert and
  prepare documentations, such as procedural   and training manuals by educating
  business users responsible for managing and   operating business processes. Provide
  content for the L&D team to design learning material and curriculum in
  the digital channels
• Monitoring, measuring and providing feedback
  on   process performance. The job
  holder will develop measurement criteria and tools for digital banking processes;
  measure and report to business on process performance and offer
  recommendations for process improvement

• Actively contribute to the ongoing
  development and maintenance of the Control Framework, establishing
  standards and controls and maintaining product governance and policies to
  ensure regulatory requirements are met and to optimize and    sustain the distribution channel
  operations and achieve business objectives.
• Accountable to develop tools and performance
  metrics to identify areas of   
  non-compliance  and work with
  internal partners to rectify the gaps in order to deliver a consistent
  customer and employee experience
• Manage of all compliance processes (Institutional
  requirements, statutory requirements   
  , regulatory requirements) and reporting.
• Report non-compliance and any process
  deviations   from the vendor SLAs
• Interacting with internal and external bodies
  such as Risk management, Internal Audit, Legal Services regulations and
  other industry bodies in order to maintain a sound   compliance and risk free environment in
  the digital banking space.

• The applicant should hold a Bachelor’s Degree
  in Business Commerce, IT or related field.
• Business Acumen: Understands the fundamental value drivers
  within the organization and  
  devises goals, objectives and performance measures to increase
  shareholder   value combined with
  innovative ways to mitigate or manage business risk, or   proposes and/or leads initiatives that
  can make a dramatic impact on business  
  unit / organization profitability. May understand process
  re-engineering or   may create
  unique, high-value services to meet customer needs..
• Change Leadership: Publicly challenges the status quo
  by comparing it to an    ideal or a
  vision of change; may create a sense of crisis or disequilibrium.  Takes dramatic actions to reinforce
  or    enforce the change
  effort.  Involves    being responsive to and responsible
  for planning evolution, causing change   
  and transformation.
• Influence: Creates and articulates a compelling
  vision of the positive  
  repercussions that will occur and benefit others from a proposal
  that will   have a longer-term
  impact on an institution/project, its policies and   programs. This vision is supported by
  credibility achieved as a result of  
  structured contacts and interventions with the target audience. The
  ability   to create an attributable
  change in the behaviours, attitudes, or beliefs of   others regarding significant, complex
  and often contentious issues,  
  frequently involving a commitment requiring an investment /
  disinvestment /   change in
  direction.
• Risk Management: Anticipates and prepares for a
  specific risk that is not obvious to  
  others. Looks at broad trends, identifies scenarios beyond the norm
  where   applicable and develops strategies to
  manage risk in the current situation  
  and in the ongoing structural elements. Involves analysing all
  exposures to   the possibility of
  loss and determining how to handle these exposures through   such practices as avoiding the risk,
  reducing the risk, retaining the risk,  
  or transferring the risk, usually by hedging / insurance.
• Strategic Thinking: Creates new concepts    or models that are not obvious to
  others and not learned from previous   
  education or experience to explain situations or resolve
  problems.  Generates and tests
  multiple concepts, hypotheses or possible explanations for a given
  situation as related to long-term performance.
• Technology Management: Subject-matter expert regarding core
  technology requirements and supporting technology processes, best practices
  in technology management. Experienced in employing tools to optimally
  guide and support technology deployment and optimization

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