Head of Operations and Service Delivery Job Opportunity – Commercial Bank of Africa (CBA)

Organisation: Commercial
Bank of Africa (CBA)
Duty Station:  Kampala, Uganda
Reports to: Executive
About CBA:
Commercial Bank of Africa (CBA) Ltd is the largest privately owned Bank
in East Africa with its Headquarters in Nairobi, Kenya. We have been in
operation for over 50 years and are present in Uganda, Kenya, Tanzania and
Job Summary: The Head of
Operations and Service Delivery  will
direct and manage all aspects of Operations, Service Delivery, and Technology.
The primary accountability for all daily operational activity in country;
directly managed, outsourced to SSC, outsourced externally, or managed by a
Group partner.
Key Duties and Responsibilities:
To manage multi-disciplined teams responsible
for delivery of key service functions
To be accountable for the delivery of reliable
services to the country business in a stable, secure and controlled environment
in accordance with agreed service level agreements and within agreed costs.
To have responsibility for the Operations and
Service Delivery aspects of all change projects in country.
To be accountable for delivering the country
operations budget.
To be an integral part of Group’s operations
community, working with operations and business personnel to support the
implementation and management of the Group’s systems, initiatives and
As part of the country management committee
(Manco), assist the ED in the overall management of the country business.
To manage service providers (internal and
external) effectively and to the agreed service levels and cost.
To deliver year on year service improvements and
cost reduction.
To have accountability for business continuity
in country.
Work closely with key business contacts to agree
Service Levels, to report on Service Delivery performance and to manage service
requests cost effectively and in accordance with strategy, standards and
standard processes.
Work with the Group functions to develop
long-term strategy and direction in all aspects of the managed functions.
Ensure that the managed team functions meet all
agreed contractual service levels.
Ensure that the managed team functions and units
adopt all Group policies, processes & standards; and respond to all
internal and external reports.
Sponsor and strongly promote continuous
improvement in managed team disciplines.
Be accountable to the country ED and Group COO
for business expenditure; and ensure that costs are well managed and all
expenditure is both appropriate and effective.
Ensure that the Operations and Service Delivery
function is fully resourced, supports the business strategy and responds to
business needs.
Ensure management of country risks as a key
member of the Country Operational Risk Committee.
Ensure that relevant input is provided to other
business projects and Group-wide developments.
Be accountable to the country for the security
of the Bank’s assets.
Be accountable for the setting up, testing and
maintenance of the Bank’s Disaster Recovery and Business Continuity plans in
the country.
Be accountable to the Bank for services
delivered by External Vendors for reliability and availability.
Represent the Bank in key banking industry
committees for thought leadership and to ensure bank’s interests are well
Ensure that all functional staff are managed
according to the Group’s HR processes and are trained to meet their specific
job purpose.
Ensure that the resourcing function meets
corporate objectives through effective vetting.
Responsible for in-country vendor negotiations.

Qualifications, Skills and
The applicant should preferably hold a Bachelor’s Degree, preferably in IT
At least seven years’ experience in a Banking
environment (esp Operations & IT) with at least three (3) years of middle
management experience.
Proficiency in MS Office Applications
Broad knowledge and understanding of Banking law
How to Apply:
All suitably qualified and interested candidates should send an
application letter, detailed CV and academic documents with a daytime telephone
number to: contact@cbagroup.com addressed to:
Head of Human Resources,
Commercial Bank of Africa (U) Ltd,
Twed Towers, Plot 10 Kafu Road.
P.O. Box 74827 Kampala.
Deadline: 27th
November 2017
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