Job Title: Division Head, Operations & Information Technology

Department: Executive Leadership

Reports To: Chief Executive Officer (CEO)

Direct Report: Group Head, Operations; Chief Information Officer (CIO); Chief Technology Officer (CTO); and Head of Administration.

Industry: Banking

Location: Lagos

Employment Type: Full-Time

Job Summary

The Division Head, Operations & Information Technology of our client is a key executive leadership team member, responsible for overseeing the bank’s day-to-day operations, driving operational excellence, and ensuring the efficient delivery of products and services to customers. He/She will play a critical role in optimizing and digitizing processes, enhancing customer experience, and supporting the bank’s strategic growth objectives. This position requires a visionary leader with a strong background in banking operations, operational risk management, and technology innovation. The role demands strong people management skills, operational management, and strategic thinking.

Key Responsibilities

Strategic Leadership

• Collaborate with the CEO and executive team to develop and execute the bank’s strategic vision and goals.
• Translate strategic objectives into actionable operational plans, ensuring alignment across all departments.
• Identify opportunities for growth, efficiency, and innovation in Information Technology and banking operations.
• Monitor and analyze key performance indicators (KPIs) to track operational performance and identify areas for improvement.
• Lead or participate in strategic projects and initiatives as required.

Operational Leadership and Management

• Develop and implement operational strategies that support the bank's overall business objectives.
• Oversee the efficient and effective operation of all key business units, including operations, technology, customer service, and other back-office functions.
• Ensure the seamless delivery of banking products and services, maintaining high standards of quality and compliance.
• Streamline processes and drive continuous improvement initiatives to enhance operational efficiency, reduce costs, and improve customer satisfaction.
• Drive automation using appropriate technology (including intelligent automation like RPA), to reduce manual processes and operational risk.
• Ensure compliance with all applicable banking regulations and internal policies.
• Manage and optimize the bank's operational budget, ensuring efficient resource allocation.

Technology and Innovation

• Develop and oversee the bank's technology strategy and ensure alignment with business needs and corporate strategy.
• Optimise technology investment and drive digital transformation initiatives, including the adoption of new technologies, automation, and data analytics.
• Enhance the bank’s digital banking platforms to improve customer experience and operational efficiency.
• Ensure the bank’s technology infrastructure (including core banking) is secure, scalable, and aligned with industry trends.
• Drive and oversee data management and analytics, enterprise data architecture, data-driven decisions, etc.
• Strong understanding of technology trends including AI, Cloud, IoT, etc.

Risk and Compliance

• Ensure that operational activities comply with applicable laws, banking regulations, and internal policies.
• Ensure that information technology systems and processes comply with relevant regulatory requirements and standards like NDPR, PCI DSS, ISO 27001, CBN IT Standards, Cybersecurity Frameworks, etc.
• Monitor industry regulations and ensure the bank adapts to changing compliance standards.
• Maintain awareness of industry best practices and emerging regulatory requirements.
• Identify and mitigate operational risks as well as develop and implement appropriate controls.
• Ensure that there are updated and tested Business Continuity Management (BCM) Plans and Disaster Recovery Plans (DRP) for operations and technology resilience.

Stakeholder Management

• Build and maintain strong relationships with key stakeholders, including regulators, service providers, vendors, technology partners, Fintech Community, etc.
• Represent the bank in industry forums and community events.
• Communicate effectively with all levels of the organization, ensuring transparency, and alignment.

Customer Experience

• Encourage a customer-centric culture across the organization, ensuring that all technology and operational decisions prioritize customer satisfaction.
• Develop strategies to enhance customer engagement, retention, and loyalty.
• Address customer complaints and operational issues promptly and effectively.

Team Leadership and Development

• Lead, mentor, and develop high-performing operations and technology teams, fostering a culture of collaboration, accountability, and continuous improvement.
• Set clear performance expectations and provide regular feedback to team members.
• Promote diversity, equity, and inclusion within the operations and technology teams and across the organization.

Performance Management

• Oversee the technology, operational, and administrative budgets, ensuring resources are allocated effectively to support business objectives and costs are managed/optimized.
• Monitor key performance indicators (KPIs) and operational metrics to assess performance and identify areas for improvement.
• Drive cost-saving initiatives without compromising service quality or compliance.

Education

• A good university degree in relevant disciplines with appropriate professional qualifications.
• A postgraduate degree would be an added advantage.

Experience

• Minimum of 12-15 years of experience in banking operations and Information Technology with at least 5 years in a senior leadership role.
• Demonstrated track record of managing banking operations, driving organizational change, process improvement, and digital banking transformation.
• Strong knowledge and understanding of banking products, regulations, operational risk management, and compliance requirements.
• Experience in digital transformation and technology-driven innovation within the banking sector.

Skills and Competencies

• Strategic thinking and problem-solving abilities.
• Leadership and team management skills
• Communication and interpersonal skills
• Digital & Technological Expertise
• Analytical mindset with a focus on data-driven decision-making.
• Ability to thrive in a fast-paced, dynamic environment and drive innovation.
• Financial & Operational Risk Management.
• Customer-Centric Approach.
• Regulatory & Compliance Knowledge.