General Manager  To lead and manage the company�s Operations business unit and provide oversight of operational support for the entire company Business strategy development. ? Formulation of business strategy and vision alongside the General Manager (GM) for the Operations business unit.
? Formulation of desired business priorities, outcomes and results for the Operations business unit.
? Ensure that the business unit understands and aligns appropriately to the vision and strategy, and it is clearly communicated.
? Ensure sufficient resources and personnel are in place to carry out the strategy and vision.
Business priorities, objectives, outcomes and results


 ? Formulation of key objectives, goals and plans based on desired business priorities, outcomes and results.
? Development of strategic initiatives to ensure desired business priorities, outcomes and results are achieved.
? Project oversight to ensure timelines, tasks and areas of responsibility are identified, to successfully execute and implement strategic initiatives.
? Metrics and dashboards are developed to quantify, monitor and track desired business outcomes and results.
Financial management ? Work alongside the GM and finance manager to set and align short- and long-term financial and operational goals.
? Drive operational goals to attain financial goals to increase revenue and profits.
? Development of Budgets and forecast aligned to operational and financial goals. 



Teller and kiosk management ? Oversight of tellers and kiosks, which includes management of supervisors and refinement of SOPs.
? Creation and Implementation of performance-based incentive programs for tellers and supervisors.
? Creation of a comprehensive Training programs for tellers, which includes quality assurance and key performance indicators (KPIs).

Call centre Management  Restructuring of the Calle Centre and development of SOPs to ensure productivity and efficiency.
? Creation and Implementation of quality assurance and comprehensive training programs.
? Monitoring and tracking of key metrics, which includes reporting and creation of dashboards. 

Back office support management ? Restructuring of the back office and customer support and development of SOPs to ensure productivity and efficiency.
? Creation and Implementation of quality assurance programs.
? Monitoring and tracking of key metrics, which includes reporting and creation of dashboards. 
? Creation and Implementation of multiple customer support and feedback channels.
Promotions and mobile customer acquisition team.   ? Creation and deployment of a promotions and mobile customer acquisition team. 
? Creation of commission structure to incentivize the team to achieve business objectives and targets.
? Coordinating support for promotions and events. 
Operation support for business units ? Work alongside business units to develop an effective performance management system that is linked to the company�s objectives and goals.
? Work alongside business unit to create and develop operational policies, guidelines and procedures. 
? Work alongside business units to create a culture of continuous improvement and operational excellence.
? Work alongside business units to create communication channels to keep the entire operation abreast of all pertinent information.
? 
       10 years MS Office Skills
Writing and Verbal Communication Skills,Strategic Responsibility
Problem Solving
Decision Making
Communication
Innovation
Attitude 
Integrity
Orientation to internal and external client
Commitment to organization objectives
Positive and dynamic attitude
Specific for Managers and other supervision levels *
Operate independantly 
Very high levels of energy

Numerical Skills
Relevant Business Process Knowledge
  

Job evaluation subgrade: D