Senior Manager Centralized Operations

Job Purpose

The Head of Centralized Operations is responsible for ensuring that all centralized banking operations are executed efficiently and in full compliance with regulatory, statutory, and internal control requirements.

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

• 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