Head of Retail Operational Excellence

About the Role

This position is based in Port Moresby and reports to the Group General Manager of Retail Banking. The successful candidate will be responsible for the systems and controls within the Retail Banking Strategic Business Unit (SBU) and will oversee other business service functions that support the Retail Bank SBU. This includes providing leadership and operational support in the development and implementation of the Bank’s operational policies and procedures.

Key Deliverables

1. Strategic Leadership: Provide visionary leadership to operational units, ensuring adherence to service level standards and maintaining the credibility of the Retail Bank.
2. Operational Standards Management: Develop and implement plans to achieve operational standards and cost targets while ensuring all staff understand these standards.
3. Performance Monitoring and Reporting: Compile, review, and communicate performance metrics, monitoring against targets and budgets to ensure accountability.
4. Budget Oversight: Support the Group General Manager in managing departmental staffing and financial budgets, and monitor performance against these budgets.
5. Risk Management: Implement effective control processes to identify, manage, and mitigate operational risks, ensuring compliance with audit recommendations.
6. Continuous Improvement Initiatives: Identify and implement process and system improvements in collaboration with retail business units to enhance operational efficiency.
7. Service Delivery Enhancement: Collaborate with the Retail Banking Leadership Team to develop and execute plans that rectify shortfalls in operational service and systems.
8. Customer Complaint Resolution: Effectively manage and reduce customer complaints, fostering a quality customer service environment throughout the organization.
9. Team Development and Performance: Motivate and counsel operational staff, implementing performance appraisal systems and setting annual performance objectives.
10. Establish Risk Assurance Processes: Ensure risk assurance processes are integrated within all retail banking departments, working closely with the Branch Network and First Line of Defense to strengthen controls.

Essential Qualifications, Professional/ Skills and Experience

• Bachelor in Financial Accounting, Business Management or Project Management. Masters in Business Administrator (MBA) in Management or Finance or equivalent would be an advantage.
• 10 or more years of Retail Management experience, Operational Risk and Finance Management.
• 5 years or more in Banking/ Financial Services experience.
• In-depth knowledge of risk management frameworks and controls.
• Proficiency in analyzing data sets to monitor performance metrics, operational statistics and KPIs.

If you think you have the appropriate skills and experience to perform this role, send your application and detailed CV to:

The Head of Talent Management, BSP People & Culture via email jobs@bsp.com.pg

Please contact us should you require additional information. Only shortlisted applicants will be contacted for interviews.  

Applications close on day, December 06, 2024.