Head Of Central Operations


  • Develop plans for the achievement of Operational Excellence standards, Service and cost targets for Central Operations.
  • 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.
  • Develop standards, productivity measures and Service Level Agreements with business units to drive and monitor performance.
  • Develop and implement appropriate control processes to ensure that all elements of Operational risk, e.g. Fraud, Closure of Audit recommendations, are managed effectively across Central Operations.
  • Monitor, Report and Review levels of service delivery against agreed SLAs and drive process automation to achieve best in class transaction processing capabilities
  • Work with Internal Audit to identify the key risk parameters for consideration during audit planning, in order to ensure the monitoring and resolution, within agreed timeframe, of all audit exceptions.
  • Timely provision of accurate Management information for internal and regulatory requirements.
  • Compile and review on an ongoing basis performance figures/ statistics and monitor against targets/ budgets.
  • Provide leadership, Coach and Develop a high performing team.


  • Bachelor’s degree in Business related field.
  • Master’s degree in a relevant field.
  • Thorough understanding of Banking Law and Central Bank guidelines
  • Any relevant professional qualification will be an added advantage.
  • Minimum 10 years' experience in Banking, 6 years of which should be in a Senior Management position within Banking Operations.
  • Sound understanding of ALL the Bank’s operations and processes and excellent knowledge of Bank policies and procedures.
  • Experience in driving process, service and operational transformation.
  • Excellent people management skills with ability to attract, retain and motivate people
  • Experience in the service management of business operations, including process design, change management, measurement and improvements.
  • Experience in developing and evolving an organisation that interfaces with employees, vendors, functional business owners and technology.
  • Must have awareness of current business trend, risks, challenges and opportunities.
  • Excellent customer focus and orientation

Only short listed candidates will be contacted. 

NB: In the event that you are successful, we will require that you provide us with the following documents:

  • National I.D.
  • KRA Pin Card
  • Birth Certificate of self
  • Passport Photo (White Background)
  • NSSF Card
  • NHIF Card
  • Certificate of Good Conduct (less than 5 Months old)
  • Academic and Professional certificates, including official transcripts


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