Head Of Centralised Operations – Nairobi, Kenya

Summit Recruitment and Search Africa is a leading Recruitment and Executive Search agency head quartered in Kenya providing outstanding talent to a wide range of companies and NGO’s in various business sectors across Africa.

Our client, a well-known East-African Bank, is seeking to recruit a to be based in Nairobi. The successful candidate will be responsible for the coordination and management of the Bank’s operations functions in accordance with established systems and procedures, as well as overseeing new initiatives. The Ideal candidate Must have prior experience in the Banking Sector.

Key Requirements:

  • Provide strategic leadership to the centralized operations function and guide all its activities to support the Bank’s operational excellence, growth strategies and achieve projected business results.
  • Supervise all units under centralized operations to drive business value and the achievement of business expectations in line with internal and statutory banking standards.
  • Closely direct back-end bank operations and ensure they run efficiently and in accordance with appropriate regulations.
  • Optimize cost of operations through centralization of all non-customer facing and non-country specific operational processes and develop processes for cost sharing among business units.
  • Work closely with business units to ensure seamless services, identify process weakness, issues resolution, and implement appropriate solutions to improve centralized operations.
  • Monitor, report and review levels of service delivery against agreed SLAs.
  • Create and maintain procedures for all operations including mapping processes using industry standard BPM conventions.
  • Establish Service Level Agreements with business units and regular review mechanisms to drive and monitor performance.
  • Oversee the management of critical business relationships, to ensure the protection of the Bank’s business interests and achievement of all service level agreements with suppliers.
  • Design and implement the operational risk management framework for the centralized operations function including the development of Key Risk Indicators, thresholds and risk appetite statements.
  • Complete a risk and control self-assessment at the frequency required by Operational Risk to regularly review the residual risk in centralized operations.
  • Document and maintain a risk register to ensure that the risks associated with the Bank’s operational activities are acceptable and well mitigated.


  • Bachelor’s degree in a relevant field (essential)
  • Masters degree in a relevant field (desirable)
  • Relevant professional qualification (desirable)
  • Member of a relevant professional body (desirable)
  • Ten years overall experience with at least five years in Operations management (essential)
  • Qualification in process engineering such as lean or six-sigma (desirable)
  • Strong leadership skills gained through significant experience of operating in senior management roles within the Kenyan banking and financial sector.
  • Detailed knowledge of Kenya banking and financial sector regulations
  • Strong experience of working in Operations, understanding key drivers for efficiency including cycle time, turnaround time, unit cost, volume, capacity planning, demand management, shift utilisation
  • Advanced collaboration and stakeholder management abilities with strong interpersonal skills.
  • Good understanding of the operational drivers behind what drives great customer experience.
  • Proven track record of delivering step change to customer experience in complex and regulated financial industry.
  • Experienced in best practice change management and can demonstrate improvements on the back of implementation.
  • Strong communication and motivational skills
  • Experience of working in multiple complex business environments and understanding business plans, cost to serve models and service excellence tools.
  • Experience of leading through major transformational customer programmes

Please click on the tab below to apply:

Salary: Competitive Package depending on experience and qualifications.
Location: Nairobi, Kenya
Career Level: Management Level
Job Type: Full Time
Deadline for applications: 20/05/2023