The job holder’s role will be responsible for driving operational efficiency and effectiveness from a people, process and technology perspective with a view of ensuring a competitive advantage for the business’ customer service and process operations. The individual will be responsible for operational and service standards for Kenya and the Regions and will report to the Chief Executive Officer.
Key responsibilities
People
⦁ Clients: Ensure that the department provides superior customer experience by meeting agreed service expectations, handling and closing out HNW client complaints effectively
⦁ AMC stakeholders: Build working relationships with other departments, develop and monitor interdepartmental service level agreements, liaise with departmental leaders to ensure interdepartmental operational effectiveness,
⦁ Team: Manage the operations, performance and development of the Business Operations Department, ensuring all team members have clear objectives and targets.
⦁ Britam Group stakeholders: Develop key internal relationships and highlight operational and customer service challenges ensuring that these are given prominence and addressed effectively.
Process
⦁ Originate and execute initiatives to enhance productivity, quality improvement and cost reduction.
⦁ Ensure risk control mechanisms are in place and implement best practices in structure, systems of internal control and processes.
⦁ Ensure department’s compliance with statutory and regulatory requirements.
⦁ Appraise and evaluate the results of overall operations regularly and systematically.
⦁ Direct the development and implementation of procedures and controls, to promote communication and adequate information flow across the business.
⦁ Put in place standards for interdepartmental service level agreements that will improve the company’s service ratings;
⦁ Project Management for business initiatives.
⦁ Delegated Authority; As per the approved delegated authority matrix.
⦁ Perform any other duties as may be assigned from time to time.
Technology
⦁ Liaise with the Group Chief Information Officer and project manage systems improvement and roll outs.
⦁ Manage technology related and process improvement costs.
⦁ Own and drive benefits realization of current and new systems.
⦁ Adhere to internal and external risk and compliance standards.
Key Performance Measures
⦁ Systems Benefits Realisation
⦁ Project Management: Quality, Time and Cost
⦁ Client Satisfaction Index
⦁ Net Promoter Score
⦁ Risk Management and Compliance
⦁ Regulatory Compliance
Knowledge, experience and qualifications required
1. Degree in business administration, finance, or business related field.
2. At least 8 – 10 years’ experience in a similar position 4 of which must be senior management level.
3. Registration with relevant professional body.
Technical/ Functional competencies
1. Experience in service and operational process improvement
2. Project Management experience
3. Stakeholder Management
4. Excellent communication skills
Competencies
Leaders of Leaders – Summary Competency Expectations
Leaders of Leaders in Britam need to:
⦁ Ensure Business Objectives are met;
⦁ Be vision carriers; facilitate, drive and extract the vision for the business with the functional team;
⦁ Ensure the successful implementation of the strategy;
⦁ Ensure a sustainable business over a long-term defined vision;
⦁ Have a global understanding of business practices and local application;
⦁ Have a long-term view on profit, functions and processes;
⦁ Grow stakeholder value over the long-term;
⦁ Grow profitably across products and all business units;
⦁ Engage in continuous brand building to become the trusted partners to customers;
⦁ Develop innovative partnerships and distribution channels to increase market penetration;
⦁ Appropriately allocate funds and capital to maximise shareholder value;
⦁ Work strategically to ensure market leading position;
⦁ Adequately manage operational risk.
The post Chief Operating Officer (Britam Asset Managers) at Britam appeared first on Jobs in Kenya - http://jobwebkenya.com/.
The post Chief Operating Officer (Britam Asset Managers) at Britam is republished from Jobs – Jobs in Kenya – http://jobwebkenya.com/
