COO: Client Service and Digital

Job Purpose

To act as a senior leader and advisor to the head of Client Services and Digital and to take responsibility for the Operational Effectiveness centre of excellence. To provide critical operational, transformational, and strategic support across business while also assisting with risk, people and financial management.

Job Responsibilities

• Maintain and directly support the CSD Operational Effectiveness Centre of Excellence and take responsibility for support to CSD operational leadership with VDTs, capacity planning, KPIs and reporting
• Collaborate with digital teams and CIB executives to prioritise demand, staff and manage cross-functional teams supporting transformation (people, process, systems) across CIB
• Manage and promote a People Change Centre of Excellence and provide support as needed across CIB initiatives
• Manage and promote a Process Optimisation Centre of Excellence and provide support as needed across CIB initiatives and compliance requirements
• Define, track and assist with transformation initiatives across the business unit, ensuring alignment with and progress of overarching strategy
• Provide process and system transformation management, strategy development and reporting
• Support businesses with cost diligence and finance management and take overall budget governance for CSD
• Provide consolidation and support for risk and audit management across CSD and act as liaison with Operational Risk and as a first line owner of controls
• Provide consolidation and support for HR operations across CSD
• Create a shared business administration and fractional personal assistance capability supporting the full business unit
• Provide consolidation of reporting needs for group and strategy reporting
• Provide support to analyse and manage ad hoc requests as required by the business unit
• Provide input into broader strategic, management and people decisions as a senior leader
• Lead the team effectively and efficiently across key people activities such as recruitment, performance management, recognition, retention of critical staff, succession planning, skills development, coaching and talent management

Essential Qualifications - NQF Level

Preferred Qualification

• Masters in relevant field e.g. Business Administration/Data Science

Minimum Experience Level

• 5 - 10 years’ experience in managing complex businesses and/or;
• 5 - 7 years in service operations or related

Technical / Professional Knowledge

Behavioural Competencies

Employment Equity Statement

Preference will be given to underrepresented groups.