The holder of this position is responsible for leading Strategy formulation, development of policies and procedures within operations to meet organisational goals and objectives.

Key Responsibilities
• Examine current business process, structures, systems and make necessary changes so the best practices and policies are in place.
• Ensure that business change projects are delivered in consultation with Executive Management.
• Evaluate the results of overall operations regularly and
• systematically report these results to the various stakeholders. Participate in the annual budgeting process and actively engage in the definition of the Equity Bank Uganda strategy.
• Prepare and seek approval of financial resources for Operations initiatives and effectively direct financial resources to deliver approved Customer Experience objectives.
• Track vendor Service Level Agreements (SLAs) and ensure adherence.
• Lead the team and work in collaboration with all other business functions, consistently to deliver great end-to-end customer experience across stages, channels and touchpoints in the customer journey.
• Contribute to the development and implementation of the overall Bank Strategic Plan; advise the Management concerning all aspects of service delivery and productivity.
• Develop and implement initiatives to achieve operational efficiency within Operations division.
• Develop and implement the strategic objectives of the department and ensure quality of service is to the expectations of Internal and external customers.
• Ensure that operations are timely carried-out whilst maintaining a high level of risk mitigation.
• Identify risk of losses resulting from inadequate or failed processes, people and systems and put in place frameworks to mitigate risk in operations in line with the risk management dashboard and banks policies.
• Interact with customers and/or third parties in completing transactions or resolving escalated issues.

Desired Knowledge, Skills & Abilities
• University degree in Economics, Statistics, Accountancy, Finance or Business related discipline.
• Master’s degree in relevant field is an added advantage. Knowledge of Banking and Business Operations: Well round knowledge of ALL the Bank’s operations and processes and excellent knowledge of Bank policies and procedures.
• Risk Management: Ability to anticipate and mitigate risk by developing appropriate Risk Management Policies for the Bank. Compliance and Regulatory Framework: Top notch understanding of the regulatory issues, reporting and operational requirements. Minimum of 8+ years’ experience in Banking, with a minimum of 5+ years in an Management level
• A track record of developing & implementing, delivering continuous improvement in service delivery, and improved people and cultural change.
• Experience of leading and delivering significant change and business improvement initiatives, including people. Evidence of strong management, planning, project management and organizational skills, required to manage an extensive portfolio of events, and customer-centric activities.
• Excellent communication [both written and verball, influencing and negotiation skills, required to cooperate with a wide range of internal and external stakeholders combined with a driven and assertive personality.
• Experience in people management, leading and directing multiple team members in a busy task-oriented environment.

If you believe you can clearly demonstrate your abilities to meet the criteria given above, please submit your job application cover letter along with a detailed resume, copies of the relevant certificates and testimonials in a single PDF file format, quoting the respective Job title or Ref no. in the subject field to email.
Only short-listed candidates will be contacted. Equity Bank is an equal opportunity employer. We value the diversity of individuals, ideas, perspectives, insights and values, and what they bring to the workplace.