SENIOR MANAGER, SHARED SERVICES (Faulu MicroFinance Bank) at Old Mutual

Lets Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

JOB SUMMARY

The Senior Manager, Shared Services is a senior leadership role responsible for governing the bank's centralized operations and settlements. The incumbent will provide strategic direction and leadership to the shared services function, focusing on optimizing processes, mitigating risk, and enhancing the overall service culture. This role is pivotal in driving organizational efficiency and supporting the bank's long-term business growth plans.

KEY TASKS AND RESPONSIBILITIES

The job holder will provide strategic oversight and governance for shared services functions, including central clearing, account opening, treasury back-office operations, and cash management.

Operational Excellence & Technology:

• Operational Oversight: Oversee all operational aspects, including centralized payments processing, settlements, reconciliations, transactions monitoring, security operations center, cash management, and digital banking operations. Drive continuous process improvements to enhance efficiency and reduce costs.

• Technology Integration: Champion the adoption of new technologies and systems to automate operational processes. Lead the implementation of digital transformation projects to improve service delivery and overall efficiency.

Risk Management, Data Governance & Compliance:

• Risk Mitigation: Work with risk and compliance teams to identify, assess, and mitigate operational risks across the bank.

• Regulatory Adherence: Ensure strict organizational compliance with all internal policies and external regulations, including those from the Central Bank of Kenya (CBK), Anti-Money Laundering (AML), and Counter-Financing of Terrorism (CFT) guidelines.

• Business Continuity: Oversee the development and testing of Business Continuity Plans (BCPs) to ensure the resilience of the bank.

• Data Management: Provide strategic leadership for data governance across the bank, ensuring data integrity, quality, and accessibility while complying to internal policies and external regulations

Service Culture & Support:

• Internal Support: Champion a culture of service excellence by providing strategic guidance and timely support to internal stakeholders, resolving operational inquiries and enhancing inter-departmental workflows.

• Channel Enablement: Provide strategic and operational support for the utilization of alternative banking channels, such as agency banking and third-party partnerships, to enhance customer convenience.

Leadership & Stakeholder Management:

• Strategic Direction: Provide strategic direction for the Shared Services department, aligning its goals with the bank's long-term business strategy.

• Stakeholder Relations: Cultivate strong relationships with key internal and external stakeholders, including regulators, vendors, and business unit leaders.

• Talent Management: Lead talent development, performance management, and succession planning to build a high-performing team within the Shared Services Unit.

• Financial Stewardship: Oversee departmental budgeting and financial planning to ensure prudent cost management and resource allocation.

• Any other duty provided by line manager. 

Key Measurable Goals

• Achieve an audit pass rate of over 80%.
• Maintain zero penalties from the Central Bank of Kenya (CBK).
• Minimize operational losses and fraud incidents.
• Ensure all processes are cost-efficient & manual processes are automated on time and on budget delivery of projects
• Contribute to the growth of the bank's asset and liability books.
• Improve the overall cost-to-income ratio. Maintain a high level of integrity and ethical standards.
• Foster a professional work environment focused on superior individual & performance

SKILLS AND COMPETENCIES

• Strong leadership and decision-making abilities.

• Excellent analytical and problem-solving skills.

• Effective communication and interpersonal skills.

• In-depth knowledge of banking regulations, risk management, and compliance.

• Ability to manage change and drive innovation in a dynamic environment.

Ensures that general insurance claims are handled expeditiously and in a professional manner thereby meeting the customer expectations. Manages the claims function with a team of claims assessors and negotiators. Develops the claims policy, procedures, and practices. Evaluates risks with claims, coverage complexity, and those in excess of field approval limits. Provides counsel regarding claims evaluation and coverage.

Insurance Claims Evaluation

Investigate the circumstances of complex, high-value claims and the nature and extent of clients' losses. Review and evaluate information gathered using own expertise, and examine additional evidence provided by specialist investigators or subject-matter experts to determine the extent of liability. Negotiate settlement of insured losses in line with delegated authority.

Insurance Claims Administration

Review and analyze very complex, high-value insurance claims in line with the organization's claims policies, procedures, and customer service standards. Initiate specialist investigations and engage loss adjusters and/or subject-matter experts where appropriate. Authorize claims within delegated authority and refer complex or unresolved issues to line manager.

Fraud/Financial Crime Management

Develop and deliver specialized fraud prevention and monitoring activities for an area of operations, in line with the organization's fraud management policies and procedures, to enable the prevention of fraud and enable the initiation of loss mitigations and fraud investigations.

Fraud/Financial Crime Investigation

Investigate cases of suspected fraud or financial crime. Identify lines of inquiry, and gather and retain information and physical or electronic evidence to support criminal investigation and/or legal action, engaging specialist investigators or subject-matter experts where necessary. Review the evidence gathered and recommend appropriate action to the organization.

Fraud/Financial Crime-Management Systems Development

Research and identify fraud trends and emerging risks, contribute to the drafting of fraud prevention policies and procedures, and identify opportunities for new and/or improved anti-fraud systems functionalities to support the development of fraud/financial crime prevention strategies, policies, procedures, and monitoring systems.

Leadership and Direction

Communicate the local action plan; explain how this relates to the function's strategy and action plan and to the broader organization's mission and vision; motivate people to achieve local business goals.

Work Scheduling and Allocation

Develop short- or medium-term work schedules in order to achieve planned commitments. Approve overtime or use additional resources as needed.

Financial Policies, Guidelines, and Protocols

Develop and deliver financial guidelines and protocols to ensure the company complies with regulations and good financial practice.

Performance Management

Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance. Or manage and report on team performance; set appropriate performance objectives for direct reports or project/account team members and hold people accountable for achieving them, taking appropriate corrective action where necessary to ensure the achievement of team/personal objectives.

Solutions Analysis

Analyze specific problems and issues to find the best solutions. Solutions could be technical or professional in nature.

Regulatory and Compliance Management

Investigate all kinds of incidents and reports and provide expert advice to more senior colleagues. Minimize risk exposures and ensure adherence with regulatory standards by working with all internal functions to make sure compliance programs are properly implemented.

Organizational Capability Building

Use the organization's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others throughout the organization in own area of expertise to enable others to improve performance and fulfill personal potential.

Competencies

Business Insight
Collaborates
Communicates Effectively
Decision Quality
Directs Work
Ensures Accountability
Financial Acumen
Instills Trust

Closing Date

29 September 2025 , 23:59