Head RBB Operations and Controls

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Job Summary

• Reporting to Customer network Director, Head of RBB Operations and Controls has the responsibility:
• To drive and deliver high performance in operations and controls for Retail and Business Banking.
• To provide business leadership & operational excellence to all customers including internal customers (staff).
• To develop, enhance and implement an effective / robust controls and processes across the customer network, direct sales, and products for RBB.
• To ensure all local regulations and corporate policies are adhered to in customer network.
• Audit preparation, management, and closure of audit findings.
• Governance & Compliance.
• Fraud and Risk Event management.

Job Description

Key Accountabilities /Deliverables/Outcomes

Governance & Risk Management -40%

• Ensure the effective controls and processes frameworks are in place to enable:
• Compliance with regulatory requirements.
  • Effective operational risk and rigor management.
  • Business resumption, and contingency planning, including critical incident reporting and effective implementation of the BCM.
  • Drive controls and fraud awareness through a robust plan across the entire network.
• Develop an appropriate Risk and Control Policy for Retail and Business Banking.
• Develop and embed appropriate Risk and Control Performance Indicators including:
  • Monitor and track key risk indicators and key performance indicators.
  • Develop appropriate Management Information Reports and ensure that the same are escalated, cascaded appropriately.
  • Do quality evaluation of the branch/departments and submit recommendations/suggestions on the same.
• Develop and embed the use of appropriate Risk Control Assessments for the business. (RCAs, CIELS, CIBULS etc).
• Ensure that new and existing RBB Products and Process designs meet the Governance and Control standards of the New Product Approval committee.
• Develop and embed a policy of lending risk and impairment management within RBB that complements the functions of the Consumer/Corporate Credit Team and contributes to the overall reduction of lending risk and impairment in the business.
• Develop and embed appropriate Fraud Management Policy and Strategy for RBB promoting fraud awareness by all staff, ensuring appropriate action is taken on fraud incidences and embedding appropriate fraud detection and prevention controls.
• Working with Country Compliance Teams, ensure that RBB implements and adheres to mandatory Regulatory and Absa Bank Compliance Policies.
• Ensure that Consumer Banking is adequately prepared for all external and internal audits and that all exceptional items are closed within the agreed timelines.
• Oversee the development and embedding of appropriate Risk and Control Policies and Measures in Absa group.
• Ensure that appropriate Governance and Control measures are in place for:
  • Consumer Banking HR – Recruitment, Remuneration, D&G and Exit Processes
  • Islamic Banking
  • Card Issuing and Merchant Acquiring
  • Absa at Work
  • Premier
  • Prestige
  • Branch Distribution
  • Local Business
  • Asset Finance & Mortgages
  • LG Team
  • Consumer Banking Products

Sales Governance -15%

• Embed Treating Customers Fairly principles in the Branch Network.
• Embed Customer Awareness Calling and ensure that prompt action is taken on reports received. 
• Embed LG Mystery Shopping and ensure that that prompt action is taken on reports received.
• Embed Complaints Management and ensure that prompt action is taken on reports received. 
• Develop and implement appropriate Sales Governance Performance Measures.
• Identify and evaluate risks and trends in the sales governance performance and ensure that these are shared with the business.
• Develop and implement a Service Governance Policy to complement the key functions of the Customer Service Team.
• Oversee the embedding of TCF and Sales Governance best practice in Retail Business Banking.

Relationship / Stakeholder Management -25%

• Engage with Absa Group Process and Control Teams to ensure that Risk, Control and Sales Governance Issues are appropriately escalated, and the input of Absa Kenya on Risk and Control and Sales Governance policies is appropriately received.
• Assist the Customer Network Director Absa Kenya in the management of Risk and Control and Sales Governance.
• Work closely with the COO world to ensure that Risk and Control issues affecting Retail Banking are addressed end to end.
• Work closely with the Consumer Credit Team to deliver an effective lending risk and impairment management policy.
• Represent Retail Banking on Country Risk and Control Committee, Fraud and Operational Risk Committee, Balance Sheet Reconciliations Committee, New Product Approval Committee and any other committee.
• Work closely with in country Branch Banking Director, Head of Sales & Absa at Work, Regional Managers, Branch Managers, Head of Liability, Head of Assets, and all Line Managers to deliver the Consumer Governance and Control framework.
• Engage with in country Absa Internal Audit, Control Rigour, Operational Risk Management, Fraud Management, Physical Security & Forensic Investigation teams to ensure adequate support in the management of Risk and Controls.

People Management-20%

• Build and develop and effective Governance and Control team for Consumer Banking in Absa Bank Kenya.
• Determine Performance Development Plans, Training and Development and Succession Plans for direct reports.
• Agree with Customer Network Director Absa Bank Kenya the appropriate Governance and Controls staff requirements in Retail/Business Banking and directly responsible for recruitment of Governance and Control personnel.
• Design and implement staff training and accreditation in:
  • Fraud Awareness
  • Mandatory Compliance Policies
  • Treating Customers Fairly
  • Lending Risk and Impairment Management
  • Risk Event Reporting and Management
  • Records Management
  • Workplace-based training

Role/person specification

Qualification

• Minimum University Degree with a bias towards Business Strategic Execution, Technology or Finance

Preferred Experience

• Knowledge of full range of Absa Group services and product set.
• Knowledge of Absa Group Retail business frameworks, policies, and standards.
• Knowledge of Absa Group risk policy
• Knowledge of Absa Group strategy, operating structure and interfaces with other functions.

Knowledge and Skills

Essential

• Detailed understanding of the full range of Absa Group Retail and Business Banking services and product set.
• In-depth understanding of technical support systems.
• Detailed understanding of Absa Group Retail business frameworks, policies and standards.
• Detailed understanding of Absa Group risk policy.
• Detailed understanding of Absa Group RBB strategy, operating structure and interfaces with other functions.
• Detailed understanding of Absa Group structure and interfaces
• Detailed knowledge of Absa Group People policies and procedures
• Proven knowledge of the African retail market

Absa Bank Kenya is an equal opportunity, affirmative action employer. Preference will be given to suitable candidates from designated groups whose appointments will contribute towards the achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Application deadline: April 28, 2026.

Education

Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)