Job Purpose:

Responsible for driving enterprise-wide transformation initiatives, strengthening process governance, and embedding a culture of continuous improvement across the Bank. The role provides strategic and hands-on leadership in identifying, prioritizing, and delivering high-impact transformation programs that improve operational efficiency, control effectiveness, customer experience, and value creation.

Main Responsibilities:

• Provide oversight into assessing customer and business requirements and ensure that processes, controls, and service standards consistently meet business and customer expectations.
• Act as a visible change leader and transformation champion, driving continuous improvement in performance, quality, and operational effectiveness across the Bank.
• Oversee and monitor the performance of key end-to-end business processes, using defined KPIs and performance dashboards to track outcomes and benefits realization.
• Lead and govern analytics-driven process improvement initiatives in collaboration with cross-functional business partners, ensuring timely delivery and measurable impact.
• Apply advanced quantitative and analytical methods to support management decision-making and prioritization of transformation initiatives.
• Provide leadership in investigating customer incidents and process failures, overseeing root-cause analysis and ensuring sustainable corrective and preventive actions that enhance customer experience.
• Ensure appropriate process controls are designed, implemented, and adhered to, and that control effectiveness is regularly reviewed and strengthened where required.
• Define and promote appropriate process re-engineering methodologies and empower business and support function teams to execute improvements that reduce cycle times, eliminate defects, and improve efficiency.
• Partner with Heads of Departments, Zonal Managers, and Senior Managers to ensure transformation and re-engineering initiatives are aligned to business objectives and strategic priorities.
• Engage Branch Managers and Heads of Departments to secure ownership, commitment, and active participation in transformation initiatives aimed at achieving strategic goals.
• Proactively challenge the status quo and recommend improvements that deliver sustainable cost efficiencies, revenue enhancement, risk reduction, and enhance overall customer experience.

Knowledge and Skills:

• Ability to measure performance of the specific procedure control or standard
• Ability to report violations on controls or standards
• Demonstrated ability to collect, organize and gain insight from internal or external business data.
• Well-developed analytical, quantitative, and problem-solving skills by having the ability to sift through large amounts of data.
• Self-motivated, innovative, and ability to initiate and lead change.
• Demonstrated proficiency with Microsoft Office – Advanced level of skill in Excel, Visio and other Ms. Office tools at Intermediate level of skill
• Planning and organization skills
• Communication and interpersonal skills
• Problem-solving skills
• Strong strategic business acumen, leadership attributes and execution ability
• Successful track record in driving both strategic and operational activities.

Qualifications and Experience:

• Bachelor’s degree in technology, Business administration, Banking, Finance or related fields.
• Master’s degree/ Postgraduate education in business studies is an added advantage
• Professional certification in Project Management, PMP, Certified Lean Six Sigma Practitioner – Green Belt / Black Belt / Master Black Belt certification, CPA, ACCA or CISA will be an added advantage.

At least 4 years’ experience working with business re-engineering processes, business processing models, Process Design, Data analytics and Project Management in the financial sector or banking industry.

• Provide oversight into assessing customer and business requirements and ensure that processes, controls, and service standards consistently meet business and customer expectations.
• Act as a visible change leader and transformation champion, driving continuous improvement in performance, quality, and operational effectiveness across the Bank.
• Oversee and monitor the performance of key end-to-end business processes, using defined KPIs and performance dashboards to track outcomes and benefits realization.
• Lead and govern analytics-driven process improvement initiatives in collaboration with cross-functional business partners, ensuring timely delivery and measurable impact.
• Apply advanced quantitative and analytical methods to support management decision-making and prioritization of transformation initiatives.
• Provide leadership in investigating customer incidents and process failures, overseeing root-cause analysis and ensuring sustainable corrective and preventive actions that enhance customer experience.
• Ensure appropriate process controls are designed, implemented, and adhered to, and that control effectiveness is regularly reviewed and strengthened where required.
• Define and promote appropriate process re-engineering methodologies and empower business and support function teams to execute improvements that reduce cycle times, eliminate defects, and improve efficiency.
• Partner with Heads of Departments, Zonal Managers, and Senior Managers to ensure transformation and re-engineering initiatives are aligned to business objectives and strategic priorities.
• Engage Branch Managers and Heads of Departments to secure ownership, commitment, and active participation in transformation initiatives aimed at achieving strategic goals.
• Proactively challenge the status quo and recommend improvements that deliver sustainable cost efficiencies, revenue enhancement, risk reduction, and enhance overall customer experience.

• Ability to measure performance of the specific procedure control or standard
• Ability to report violations on controls or standards
• Demonstrated ability to collect, organize and gain insight from internal or external business data.
• Well-developed analytical, quantitative, and problem-solving skills by having the ability to sift through large amounts of data.
• Self-motivated, innovative, and ability to initiate and lead change.
• Demonstrated proficiency with Microsoft Office – Advanced level of skill in Excel, Visio and other Ms. Office tools at Intermediate level of skill
• Planning and organization skills
• Communication and interpersonal skills
• Problem-solving skills
• Strong strategic business acumen, leadership attributes and execution ability

• Bachelor’s degree in technology, Business administration, Banking, Finance or related fields.
• Master’s degree/ Postgraduate education in business studies is an added advantage
• Professional certification in Project Management, PMP, Certified Lean Six Sigma Practitioner – Green Belt / Black Belt / Master Black Belt certification, CPA, ACCA or CISA will be an added advantage.