The role provides strategic leadership to the unit, ensuring operational excellence, strong risk management, and alignment with the Bank’s overall strategic and corporate objectives.

Key Responsibilities

Operational Leadership & Efficiency

• Oversee and manage all planned and ad-hoc initiatives within Centralized Operations.
• Ensure efficient processing and control of centralized banking transactions and safeguarding of the Bank’s assets.
• Continuously monitor operational performance through MIS reports, analytics, and spot checks.
• Drive operational efficiency, process optimization, and risk mitigation across all centralized functions.

Risk, Control & Compliance

• Ensure robust implementation of user access controls, authentication mechanisms, and exception handling processes across the Bank.
• Oversee reconciliation of operational office accounts to ensure accuracy and completeness.
• Coordinate and review Risk and Control Self-Assessments (RCSA) for Centralized Operations.
• Ensure adherence to regulatory requirements, including Bank of Tanzania guidelines and other statutory bodies.
• Disseminate regulatory updates, circulars, and compliance requirements to relevant stakeholders.
• Review and maintain updated policies, procedures, and manuals, ensuring alignment with regulatory and business changes.

Process Governance & Change Management

• Ensure development of standard operating procedures, guidelines, and control documentation prior to implementation of new products or processes.
• Lead and coordinate operational aspects of projects within Centralized Operations, including:
  • Requirements gathering
  • Process design and control framework development
  • UAT coordination
  • Go-live implementation
• Ensure effective implementation of process improvements and operational changes.

Claims, Fraud & Incident Management

• Manage operational loss incidents, including coordination with insurance companies and loss adjusters.
• Oversee fraud-related notifications and ensure timely resolution and recovery processes.
• Ensure proper documentation and follow-up of operational claims until settlement.

Strategic Input & Cost Management

• Provide strategic input to the Head of Operations/COO during annual planning and strategy sessions.
• Promote a cost-conscious culture and drive initiatives for cost optimization and efficiency.
• Identify opportunities for process automation and operational cost reduction.

People Leadership & Development

• Provide strong leadership to the Centralized Operations team through clear communication of goals and strategy.
• Manage performance, development, and succession planning for team members.
• Coach, mentor, and develop talent to enhance skills and productivity.
• Promote a culture aligned with the Bank’s brand, values, and professional standards.

Key Competencies & Attributes

• Strong leadership and people management capability
• Deep experience in centralized banking operations (especially payments processing)
• Strong operational risk and control mindset
• Ability to influence, motivate, and manage teams effectively
• Strong execution focus with ability to deliver results under pressure
• High integrity, professionalism, and ethical standards
• Strong analytical and conceptual thinking ability
• Excellent communication and stakeholder management skills
• Ability to identify and develop talent within the organization

Qualifications

Education

• Bachelor’s degree in Commerce, Business Administration, Finance, or a related field
• Master’s degree (MBA) or relevant professional banking qualification is an added advantage

Experience Required

• Minimum of 10 years’ experience in banking operations
• At least 4 years in a senior management role within bank operations or centralized operations
• Strong understanding of banking industry trends, operational risk, and competitive landscape

• Oversee and manage all planned and ad-hoc initiatives within Centralized Operations.
• Ensure efficient processing and control of centralized banking transactions and safeguarding of the Bank’s assets.
• Continuously monitor operational performance through MIS reports, analytics, and spot checks.
• Drive operational efficiency, process optimization, and risk mitigation across all centralized functions.
• Ensure robust implementation of user access controls, authentication mechanisms, and exception handling processes across the Bank.
• Oversee reconciliation of operational office accounts to ensure accuracy and completeness.
• Coordinate and review Risk and Control Self-Assessments (RCSA) for Centralized Operations.
• Ensure adherence to regulatory requirements, including Bank of Tanzania guidelines and other statutory bodies.
• Disseminate regulatory updates, circulars, and compliance requirements to relevant stakeholders.
• Review and maintain updated policies, procedures, and manuals, ensuring alignment with regulatory and business changes.
• Ensure development of standard operating procedures, guidelines, and control documentation prior to implementation of new products or processes.
• Lead and coordinate operational aspects of projects within Centralized Operations, including: Requirements gathering, Process design and control framework development, UAT coordination, Go-live implementation.
• Ensure effective implementation of process improvements and operational changes.
• Manage operational loss incidents, including coordination with insurance companies and loss adjusters.
• Oversee fraud-related notifications and ensure timely resolution and recovery processes.
• Ensure proper documentation and follow-up of operational claims until settlement.
• Provide strategic input to the Head of Operations/COO during annual planning and strategy sessions.
• Promote a cost-conscious culture and drive initiatives for cost optimization and efficiency.
• Identify opportunities for process automation and operational cost reduction.
• Provide strong leadership to the Centralized Operations team through clear communication of goals and strategy.
• Manage performance, development, and succession planning for team members.
• Coach, mentor, and develop talent to enhance skills and productivity.
• Promote a culture aligned with the Bank’s brand, values, and professional standards.

• Strong leadership and people management capability
• Deep experience in centralized banking operations (especially payments processing)
• Strong operational risk and control mindset
• Ability to influence, motivate, and manage teams effectively
• Strong execution focus with ability to deliver results under pressure
• High integrity, professionalism, and ethical standards
• Strong analytical and conceptual thinking ability
• Excellent communication and stakeholder management skills
• Ability to identify and develop talent within the organization

• Bachelor’s degree in Commerce, Business Administration, Finance, or a related field
• Master’s degree (MBA) or relevant professional banking qualification is an added advantage