Business Manager - Barclays Shared Services Africa - 00146817

Primary Location: ZA-Gauteng

Job Type: Permanent/Regular

Posting Range: 28 Jan 2014 - 12 Feb 2014

Description

Overall Job Purpose

Business Manager BSSA- Chief Operating Officer provides high level managerial assistance to the COO and during absences will deliver the functional responsibilities in an effective and efficient manner and oversee the daily operations for BSSA and pan Africa.

Assists the Chief Operating Officer (COO) in providing leadership and strategic direction for organisational and policy activities. Provides support and leadership in creating and maintaining positive and successful operational working environment and organisational culture that supports high performance.

The Business Manager BSSA – COO is responsible for expense analysis, aligning resources to the overall strategic objectives and interacting with product and functional owners to create one common agenda.

Key Accountabilities

Accountability: Supports the strategic direction, operational plans and the functional areas (25%)

• Keeps the COO aware of relevant and current political, social and legislative developments that may impact on organisational objectives.
• Provides professional and ethical advice to the COO on matters that impact the organisational direction, corporate governance and policy.
• Provides a thorough and accurate contextual analysis to assess operational readiness for new initiatives.
• Represents the office of the COO on operational and strategic forums. Communicate and facilitate understand of policy and strategy decisions taken by the COO with the BSSA staff.
• Provides policy advice to the COO Review tactical plans that are in place and assess alignment with business delivery.
• Manage the time and focus of the COO by summarising and prioritising information. Manages information and assigns to relevant management team for resolution.
• Following up timeously to track resolution.
• Manage the various stakeholders’ requirements with the COO when required allowing equal and fair access to the COO.
• Act as a sounding board for communication and ensures that it aligns to policy and organisational strategy.
• Provides accurate information and advice to internal and external customers on a timely basis as and when required.
• Ensures that the operational plans are aligned to policies and legislative requirements.
• Accountable to the COO for decision making in accordance with the approved delegation of authority.
• To undertake responsibilities and duties in accordance with policies and procedures.

Accountability: Managerial support to the COO and management team (25%)

• Oversee the management of the office of the COO to support the smooth implementation of strategy and business initiatives.
• Provide leadership, coordination and day-to-day management to the project implementation functions Work in a cooperative and cohesive manner with peers to align and focus business objectives.
• Provide COO with a wide range of diverse and objective options by questioning and probing for best practice.
• Participate in recruitment where required for senior roles by collaborating with Head of Human Resources.
• Participate in performance review where required for senior roles by collaborating with the Head of Human Resources.
• Proactively build good working relationships with all BSSA business units. Continuously monitor the overall progress and effectiveness of key business objectives.
• Advise the COO of any potential risks and corrective measures for consideration.
• Interact and engage with all BSSA business units on behalf of the COO to facilitate problem solving and best practice.
• Initiates and facilitates strategic priority outcomes by supporting the management team. Identify development opportunities to enhance staff capability and assist in delivering efficient and effective processes.

Accountability: Continuous business improvement (20%)

• Support the resources planning requirements for the Operations and Support functions, and implement the COO’s requirements.
• Support the business unit heads in BSSA during the planning of their resources requirements.
• Assist the COO to agree targets, communicate and implement for the overall achievement of performance objectives in the COO areas.
• Support the integration of the internal supply chain for all back office and support functions.
• Collaborate with seniors in those areas to improve service delivery for the business units.
• Participate in steering committees involved in the implementation of the cluster strategies to ensure end to end processing and practical implementation of operations requirements.
• Assist in the capacity management for BSSA.
• Proactively implement and manage projects efficiently and effectively.
• Maintains a high standard of communication with all internal and external customers.
• Assist in the implementation of the culture climate and/or employee engagement surveys (EOS) and manage the findings by allocating items for action.

Accountability: Executive administration and reporting (15%)

• Prepare professional correspondence for the COO that is timely and accurate.
• Execute the COO’s presentation requirements and maintain integrity and professionalism of the content.
• Oversee the management of the COO’s office to ensure operational efficiency and resource availability.
• Address major issues in the business unit by acting as the first line of contact and act to achieve resolution and then communicate it to the COO.
• Act as a spokesperson for the COO when authorised. Coordinate and manage all current and new reports.

Accountability: Support high level stakeholder management (10%)

• Collaborates with internal and external stakeholders, including suppliers, clients, call centres, service providers, business partners and other Barclay’s Group entities.
• Represent the COO as a member in the Chief Operating Officer community with the Barclays Africa Group under the direction of the Chief Operating Officer.
• Assist in managing service offerings and SLA with internal stakeholders annually and measure monthly.
• Represent the COO in the relationships between BSSA Group, Executives and the business units. Provide feedback on progress reports to Opco and Manco as required by the COO.
• Represent and actively participate in applicable forums related to risk management, change councils, operating model design areas and strategic planning forums as required by the COO.
• Enthusiastically initiate communication with internal and external stakeholders.
• Attend relevant conferences, seminars and training courses.

Accountability: Complies and adheres with risk and governance (5%)

• Adheres to the core Groups’ Governance requirements.
• Implements the Group’s risk control framework for BSSA operations.
• Champions the Barclays Guiding Principles in the department.
• Collaborates with Risk and Governance to review the risk profile and define the risk appetite for BSSA.
• Manages the control environment to drive improved productivity, cost efficiency and business success.
• Communicate all business risk implementation plans to the COO.
• Assist in corrective action to remediate deteriorating risk metrics as requested.
• Manage and remediate audits for BSSA on the COO’s instructions.
• Participate in the periodic attestation of principal risks according to the COO’s requirements. Aligns resources to gain value and mitigate risk for the business.
• Complies with governance, risk policies, procedures and compliance policies.

Essential/Basic Qualifications

Role / Person Specification

Education and Experience Required

• Bachelor’s degree (NQF Level 6)
• More than 5 years’ experience in operational, programme and change management roles in a financial institution, consulting or technology companies.
• More than 3 years’ experience in strategy in a financial services environment.
• Experience in customer service and general office principles, practices and procedures.
• Experience in being able to produce high quality work under pressure, prioritise work and meet deadlines.

Preferred:

• Post graduate qualification (NQF7)
• More than 5 years’ managerial experience within a call/service/contact centre environment.
• Experience of operations and process analysis Experience in a senior role in operations International exposure

Knowledge & Skills:

• Working knowledge of the banking environment
• Knowledge of strategy formulation
• Verbal and written communication skills
• Stakeholder management skills
• Analytical skills
• Conflict management skills
• Networking skills
• Project/programme management
• Knowledge of process improvement/project management techniques e.g. six sigma

Competencies:

• Deciding and initiating action
• Adapting and responding to change
• Persuading and influencing
• Planning and organising
• Working with people
• Coping with pressure and setbacks
• Results oriented
• Entrepreneurial and commercial thinking

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