Job Description

Empowering Africa’s tomorrow, together…one story at a time.

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Lead the Cards Operations team, ensuring we deliver streamlined, digitalized solutions that will enhance our client experience.
Deliver an efficient service and support functions to the Front Office ensuring a smooth client experience.
Ensure a robust control environment in line with our internal procedures and the regulatory requirements

Accountability: Client Centricity

• Develop and implement Operational strategies to drive business stability and growth to meet business target;
• Analyze, identify and provide recommendations to address systems improvements.
• Coordinate project management and implementation activities.
• Contribute on product expertise and collaborate effectively with other Cards Managers as well as key stakeholders in Business, Technology and Operations.
• Analyze and drive solutions to identify and fix income leaks.
• Participate in the review and recommendation of card operations systems and procedures and process design
• Coordinate system conversions from an operations perspective.
• Keep Head of Unit and other stakeholders well-informed of project progress, issues and risks.
• Ensure a robust control environment in place through clear understanding of our control environment and management control approach

Accountability: Distribution

• Develop and agree clear SLA’s with the front line and middle office team
• Develop and implement and effective measurement framework and tools that will enable the tracking and monitoring of performance.
• Ensure that the measurement tools are published and distributed to all key stakeholders as required.

Accountability: Budgeting & Acquisition.

• In conjunction with IT develop Performance Management Metrics for cost saving initiatives.
• Develop and incentive scheme for back office that is risk-measured and client-centric ambitious.

Accountability: Client and Peer Relationship Management.

• Utilise customer insights/complaints to enhance and improve the Client Management Strategy and overall Customer Service within the various areas
• Develop strong and collaborative relationships with the executive management team to drive execution of the strategy.

Accountability: Risk Management and Reporting.

• Effectively manage adherence to all policies and procedures.
• Ensure that all relevant governance, controls and compliance requirements are fully met.
• Ensure effectiveness of the risk management control framework.
• Review audit scopes defined by managers in the team and Barclays Internal Audit or Management Assurance prior to audits commencing.
• Review audit issue/findings logs to ensure adequate attention will be given to closure within the agreed timelines.
• Complete required compliance attestations and ensure that impacted team members complete their attestations,
• Drive a culture of proactive compliance in the function

Accountability: Business Management

• Plan the resource requirements for the business unit (including people, capex, opex, systems and Strategic Investment), negotiate and secure its allocation to the business unit and ensure delivery based on the promised business results.
• Agree targets and take accountability for the overall achievement of performance objectives in the business unit in terms of employee satisfaction, customer experience, and cost performance.

Education

Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)