First Capital Bank Zimbabwe
DUE: 26 SEP 2024
First Capital Bank Zimbabwe is looking for a Head of Service Dilivery, reporting to the Chief Executive Officer The incumbent will be responsible for the incumbent delivering operational & service excellence to drive business success. The job holder will oversee the end-to-end delivery of baniing projects and operating plars, as well as ensuring operational efficiency, a high-quality service and customer satisfaction in line with the agreed Service Model and Framework
About First Capital Bank
First Capital Bank Zimbabwe is a regional consumer, corporate and investment bank, offering a wide variety of products and services, including credit cards and wealth management. First Capital Bank is headquartered in Mauritius, operates in five countries and has a strong presence in the SADC region. First Capital Bank lends, invests, and protects money for customers and clients worldwide.
Key responsibilities
- Develop and manage stakeholder relationships to support business strategies that promote service delivery across multiple channels and functions.
- Manage and measure continuous improvements and enhancements of service delivery by building Service Management competencies within the department and managing relationships with all internal & external stakeholders to support the achievement of the business strategy, objectives and values through the relevant processes and governance frameworks.
- Facilitate regular stakeholder engagements that enhance service delivery measurement through reporting, analytics and benchmarking.
- Adhere strictly to Control & Compliance framework, as required in line with internal policies or regulators.
- Lead and manage service delivery projects, ensuring timely and successful implementation.
- Oversee vendor and supplier approval process and ensure all departments comply with this.
- Ensure excellent quality of service and products from vendors and suppliers.
- Produce periodic reports and analysis of vendors and suppliers
Qualifications and Experience
Minimum qualifications:
- Degree in Business Administration/Social Science/Accounting or similar
- MBA or equivalent advanced degree an added advantage
Experience and Competency required:
- Minimum of 4 years in a in a similar role.
- A good understanding of various functions in the bank eg. Retail Corporate, Operations & IT
- Broader understanding of world class service in other industries
- Strong planning & organizing skills
- Excellent communication and presentation skills, both written and oral
- Excellent interpersonal and networking skills, with the ability to influence and guide strategy at senior level
- Supplier relationship management
- Working knowledge of operational risk management
- Awareness of best practice budgeting
- Commercial knowledge and skills covering procurement skills and market/supply chain management tools/techniques
TO APPLY
Send detailed CVs to [email protected]
Application deadline: 26 September 2024
Only shortlisted candidates will be contacted.
First Capital Bank is an equal opportunity employer and therefore welcomes all qualified individuals to apply. We are committed to create a diverse and inclusive work environment. We believe diversity enriches our company culture and enhances our ability to serve our customers.