Job Title: Head, Operations
Organisation: Ecobank Uganda
Duty Station: Kampala, Uganda
About Organisation:
Ecobank Uganda Limited is the leading commercial bank offering wholesale, retail, transaction banking services and products to individuals, governments, financial institutions, multinationals, international organizations, medium and small enterprises.
Key Duties and Responsibilities:
- Operational Leadership & Service Delivery
- Manage and deliver reliable, high-level service to customers in a stable, secure, and controlled environment within agreed costs. This involves overseeing Retail Operations, Trade Operations, Treasury Operations, Loan Processing, and Cash Management functions.
- Consistently Develop an Operational Strategy that facilitates excellent customer service delivery of the bank’s services in the affiliate.
- Prepare management reports detailing the country subsidiary’s performance and make recommendations to Country Management teams.
- Ensure business continuity through optimal systems utilization
- Strategic Operational Readiness
- Drive organizational operational readiness, digitization, and automation of branch and back-office processes to create a lean, cost-effective, and highly automated operations function that supports current and future business needs.
- Ensure proper maintenance of documents and records
- Implement country office operational strategy (short and long term) in line with targets defined by the Bank.
- Achievement of the lowest unit costs compared with external benchmarks.
- Achievement of target service levels for product delivery.
- Customer Experience & Cost Optimization.
- Achieve agreed service level commitments, reduce customer complaints, and optimize operational expenses while proactively detecting and resolving revenue leakages.
- Ensure adequate allocation of personnel and material resources to the units within the operations department for effectiveness in all operation
- Champion the customer service initiatives in the department.
- Achievement of agreed service level commitments.
- Effective management and reduction of customer complaints.
- Attainment of agreed targeted Voice of Customer survey outcomes in the most cost-efficient manner.
- Risk Management & Compliance.
- Ensure operations are not exposed to anything beyond normal business risks by implementing effective controls and procedures. Maintain compliance with regulatory requirements and internal risk assurance processes.
- Monitor compliance with performance indicators/ service standards to ensure alignment with business/ customer requirements
- Ensure maintenance of appropriate confidentiality and security of customer and transactional information and safety of the affiliate’s assets.
- To ensure that the operations of the bank in the affiliate is not subjected to anything other than normal business risks.
- To be aware of and understand the operational risk exposures being taken in the bank and ensure that effective controls and procedures are in place throughout operations to manage these risks.
- Ensure that risk assurance processes are in place throughout operations are observed
- To ensure the achievement of group and local targets as set for specific KRIs including Nostro, Suspense Accounts and Central Bank outstanding.
- People Development & Oversight.
- Provide leadership, coaching, and mentorship to operations staff to build capacity and ensure availability of skilled resources.
- Set and monitor performance against pre-agreed goals and objectives for all units within the operations department.
- Develop and provide input into career development of direct reports.
- Manage and deliver reliable, high-level service to customers in a stable, secure, and controlled environment within agreed costs. This involves overseeing Retail Operations, Trade Operations, Treasury Operations, Loan Processing, and Cash Management functions.
- Consistently Develop an Operational Strategy that facilitates excellent customer service delivery of the bank’s services in the affiliate.
- Prepare management reports detailing the country subsidiary’s performance and make recommendations to Country Management teams.
- Ensure business continuity through optimal systems utilization
- Drive organizational operational readiness, digitization, and automation of branch and back-office processes to create a lean, cost-effective, and highly automated operations function that supports current and future business needs.
- Ensure proper maintenance of documents and records
- Implement country office operational strategy (short and long term) in line with targets defined by the Bank.
- Achievement of the lowest unit costs compared with external benchmarks.
- Achievement of target service levels for product delivery.
- Achieve agreed service level commitments, reduce customer complaints, and optimize operational expenses while proactively detecting and resolving revenue leakages.
- Ensure adequate allocation of personnel and material resources to the units within the operations department for effectiveness in all operation
- Champion the customer service initiatives in the department.
- Achievement of agreed service level commitments.
- Effective management and reduction of customer complaints.
- Attainment of agreed targeted Voice of Customer survey outcomes in the most cost-efficient manner.
- Ensure operations are not exposed to anything beyond normal business risks by implementing effective controls and procedures. Maintain compliance with regulatory requirements and internal risk assurance processes.
- Monitor compliance with performance indicators/ service standards to ensure alignment with business/ customer requirements
- Ensure maintenance of appropriate confidentiality and security of customer and transactional information and safety of the affiliate’s assets.
- To ensure that the operations of the bank in the affiliate is not subjected to anything other than normal business risks.
- To be aware of and understand the operational risk exposures being taken in the bank and ensure that effective controls and procedures are in place throughout operations to manage these risks.
- Ensure that risk assurance processes are in place throughout operations are observed
- To ensure the achievement of group and local targets as set for specific KRIs including Nostro, Suspense Accounts and Central Bank outstanding.
- Provide leadership, coaching, and mentorship to operations staff to build capacity and ensure availability of skilled resources.
- Set and monitor performance against pre-agreed goals and objectives for all units within the operations department.
- Develop and provide input into career development of direct reports.
Qualifications, Skills and Experience:
- Bachelor’s degree.
- Professional qualification in Banking, Lean, etc.
- A minimum of 8 years working experience banking Operations
- Strong background in Operational Risk Management
- Strong exposure in Project Management.
- In-depth knowledge of banking operations and operational risk management
- In-depth knowledge of banking products and service delivery
- Excellent understanding of Group’s compliance operating regime
- Skills, Capabilities & Personal attributes
- Highly analytical with high level of drive, energy and interpersonal skills
- Ability to work under pressure and meet tight deadlines
- Demonstrated ability to function in a multinational cultural environment
- Strong people management & communication skills, especially ability to engage and motivate teams
- Excellent written and verbal communications skills
How to Apply:
All suitably qualified and interested candidates are encouraged to apply online at the link below.
Deadline: 3rd February 2026
For more of the latest jobs, please visit https://www.theugandanjobline.com or find us on our facebook page https://www.facebook.com/UgandanJobline
Level of Education: bachelor degree
Work Hours: 8
Experience in Months: 96