Head of IT Operations at Baobabplus

Job Summary

The Head of IT Operations will provide strategic leadership to the IT operations department, ensuring the efficient and effective delivery of banking services through robust IT infrastructure and systems. This role is crucial in enhancing operational processes, customer service, and overall organizational performance by aligning IT with business strategy and ensuring the availability of information resources.

Key Responsibilities

Strategic Leadership & Policy Implementation

• Introduce and implement effective IT systems, policies, structures, and resources to support institutional growth and ensure adherence to established standards
• Serve as the IT Operations Lead for the Microfinance Bank's core banking system implementation, aligning system configuration with operational processes and policies
• Develop and recommend Information Technology and Information Security policies and standards
• Monitor ethical and responsible use of Information Technology and Information Security systems
• Monitor compliance with relevant laws, including data privacy and information security requirements

Operational Management

• Manage centralized banking operations and account opening functions to ensure efficiency, quality, and control over account opening, e-channel, and Know Your Customer (KYC) / Anti-Money Laundering (AML) activities
• Define and implement new policies and procedures for Banking Services in support of product development, refinement, or introduction of new technologies and delivery channels
• Analyze operational risks, procedures, workflow, and controls on an ongoing basis for continuous improvement of operational systems
• Oversee customer support processes and optimize them to enhance customer satisfaction
• Perform pre-audits to ensure ongoing adherence to compliance procedures
• Maintain and manage computer systems and extend existing network infrastructure as required