Head, Operations and Technology – Ecobank Uganda

About the job

Reports to: Managing Director

Direct Reports: Head Technology Services, Head Information Security, Head Ecobank Business Services, Head Operations, Operations Control Officer


  • To manage and deliver reliable and high-level service to customers of the affiliate in a stable, secure and controlled environment within agreed costs.
  • To be the liaison officer between e-Process and the Business functions in the area of Operations and Technology performance.
  • Responsible for the delivery of robust platforms to support the business.
  • To be the local O&T partner for enabling business priorities and initiatives.
  • To lead, manage and develop the O&T team in the affiliate.
  • To identify and address the training needs of staff.
  • Manage and coordinate Procurement and Vendor Management, Facilities, Property, Logistics and Transport and ensure maximum benefit to Ecobank.
  • In conjunction with the Group functions, the position is responsible for the timely and cost-effective procurement, installation, implementation and maintenance of necessary equipment, hardware and software to meet business and operational needs and support service delivery.
  • Responsible for the Business Continuity Management, Disaster Recovery and Crisis Management Agenda in the Affiliate.
  • To implement the Group Information Security Strategy and Framework within the Affiliate


 The position involves a lot of communication with O&T Teams as well as business colleagues. The incumbent should be a people-oriented person. 

This role requires the ability to: –

o Build strong relationships with persons across the Bank.

o Directly support customers



  • Effective contribution to strategic and major change programmes in the affiliate in line with the Group’s strategic agenda.
  • Establishment of goals and milestones that support the business growth plan that are challenging in the improvement of: –

o Operations and process efficiency.

o Service quality.

o Controls and Security.

o Technology infrastructure.

Business Goal Management

  • Achievement of the lowest unit costs compared with external benchmarks.
  • Make the Operations and Technology Services a competitive advantage to the business, supporting the business strategy and responding to business needs.
  • Achievement of target service levels for product delivery.
  • Delivery of projects in the affiliate within agreed cost and timescale milestones.

Customer Focus

  • Achievement of agreed service level commitments.
  • Effective management and reduction of customer complaints.
  • Attainment of agreed targeted Voice of Customer survey outcomes in the most cost-efficient manner.

Risk Management

  • To ensure that the operations of the bank in the affiliate is not subjected to anything other than normal business risks.
  • To be aware of and understand the operational risk exposures being taken in the bank and ensure that effective controls and procedures are in place throughout operations to manage these risks.
  • To ensure the achievement of group and local targets as set for specific KRIs including Nostro, Suspense Accounts and Central Bank outstanding.
  • Drive the affiliate Business Continuity Management programme as a translation of the Group BCM strategy.
  • Implement an ongoing Information Risk Assessment and Remediation programme at the affiliate level.

Information Systems

  • Achievement of stable operating platforms, service quality targets while maintaining standards of best practice and Group Technology Risk management procedures.
  • Management of Technology projects within budget and the achievement of stated benefits within the planned timeframe.


Experience & Qualifications

  • University Degree or a Professional qualification in Banking, Accounting or a related field.
  • A minimum of 10 years working experience with at least 5 years in a senior managerial position.
  • Strong background in Operational Risk Management
  • In-depth knowledge of banking operations and operational risk management
  • In-depth knowledge of banking products and service delivery
  • Excellent understanding of Group’s compliance operating regime

Skills, Capabilities & Personal attributes

  • Highly analytical with high level of drive, energy and interpersonal skills
  • Ability to work under pressure and meet tight deadlines
  • Demonstrated ability to function in a multinational cultural environment
  • Strong people management & communication skills, especially ability to engage and motivate teams
  • Excellent written and verbal communications skills

Should you be interested in applying for this position, please apply by submitting your application and your most updated CV and full details to: recruitmentug@ecobank.com

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About Author

AFCE Uganda is a Non Governmental Organization that seeks to contribute to creation of decent work for young people by promoting a positive attitude towards work, providing life skills, conducting trainings and developing linkages for interdependence and development. For feedback write to info [at] afceug.org.